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How the Scheme works (including Awards & Riders)
VisitScotland has operated a Quality Assurance inspection scheme for Visitor Attractions since April 1995. The Scheme gives operators an independent quality assurance award and incorporates the inspection of properties for ''Thistle'' tourist signposting.
In addition, as VisitScotland operates the national accessible scheme for visitor attractions, assessments can also be undertaken to meet the needs of visitors seeking attractions that cater for special needs.
Participation consists of a visit by a VisitScotland Quality Advisor to verify that the attraction satisfies VisitScotlands requirements in a qualitative assessment of the condition and standard of facilities and services provided and that the Code of Conduct is being fulfilled.
The Scheme has been developed with 3 primary objectives:
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To provide the public with the means to identify visitor attractions which provide the desired quality of facilities and services. |
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To help attraction operators market themselves more effectively by providing an official independent endorsement of their visitor attraction. |
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To encourage and acknowledge improvements in standards throughout the industry. |
 The Scheme covers properties with a range of owners including Historic Scotland, National Trust for Scotland, Unitary Authorities, Preservation Societies, Commercial Owners.
These properties can encompass castles, gardens, museums, visitor centres, industrial premises, wildlife parks, activity centres, golf ranges, leisure centres, tourist shops, arts venues.
As the Scheme has developed, membership has grown to include a wide and varied range of facilities and VisitScotland is keen to recognise this new demand and have developed the Scheme to accommodate these various sectors. Core criteria will be standard for all sectors but specific elements are tailored to recognise individual requirements and, thereby, assess the different visitor experiences.
1. The Benefits
The award is an assurance to visitors that VisitScotland has independently verified your attraction. In addition to providing a quality assurance assessment for the visitor, the Scheme provides you with information on how to access development advice and other support services; and will direct you to those bodies or individuals that are able to provide such assistance.
For those operators meeting the requirements and achieving an award. VisitScotland will provide a range of promotional material to support the award i.e. a wall plaque, window sticker and certificate. The award will be used in advertising placed with VisitScotland and Association of Scottish Visitor Attraction publications (where applicable) and other commercial publications and advertising.
In addition, participation in the Scheme entitles you to apply to your Local Authority for white and brown ''thistle'' signposting. The Quality Advisor can give advice on tourist signposting at the time of the visit.
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2. Your Visit
Visits are carried out every two years and are undertaken by one Qulaity Advisor, although larger visitor attractions, leisure activities, etc. may involve more than one person.
The Quality Advisor will visit the attraction without prior notice, experiencing it exactly as would a visitor. At the end of the visit, the Advisor will give verbal feedback to the owner/manager or the most appropriate member of staff. Alternatively, the Advisor can be contacted at a later date.
Following the visit, a report will be prepared and the award will be advised in writing, together with written feedback concerning the visit. Logo artwork will be available for use in personal advertising, along with the above promotional material for on site use. These can also be emailed upon request by contacting qainfo@visitscotland.com
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3. The Awards
There are five quality grades awarded for the standard of facilities and services following the assessment of the appropriate areas. The five grades are represented by 1 - 5 stars, and convey the following standards:
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Exceptional, World-class |
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Excellent |
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Very Good |
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Good |
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Fair and acceptable |
Where items or categories are not available the attraction is not penalised as these items are excluded from the assessment.
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4. Riders
Minimum standards are integral to the Visitor Attraction Scheme. Key aspects of the criteria must meet certain standards to satisfy higher grades. Details of the percentage scores required for each star band and the "riders" are as follows:
Grading Bands
- 1 Star 55%-63%
- 2 Stars 64%-70%
- 3 Stars 71%-77%
- 4 Stars 78%-84%
- 5 Stars 85%+
Plus the following areas assessed (see criteria) must not score less than 7/10 for 3 Stars, 8/10 for 4 Stars and 9/10 for 5 Stars:
Arrival
- Welcome/Attitude/Efficiency of Staff
- Cleanliness
Attraction / Presentation
- Interpretation/Information
- Presentation or Experience/Expectation
- Attitude/Efficiency/Knowledge of Staff
- Guides/Other Staff or Comfort or Audience Management
- Cleanliness
Catering (where applicable)
- Attitude/Efficiency of Staff
- Cleanliness
Retailing (where applicable)
- Attitude/Efficiency of Staff
- Cleanliness
Toilets
Arrival and Attraction/Presentation will have to score within the score band of the overall grade before that grade may be awarded.
Of the following 3 areas; Catering, Retail or Toilets (where applicable); only one may score below the minimum percentage of the overall grade but not more than one grade below.
For Example at three stars the attraciton will have to score between 71% and 77%. One area (Catering, Retail or Toilets) may score below 71% but not less than 64%, which is the minimum percentage score for two stars. If so the grading would drop to two stars.
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