Practice makes perfect for city attractions.

The team behind Bath & North East Somerset Council’s top heritage attractions has been awarded a prestigious accolade for Customer Service Excellence after scoring an unprecedented 10 commendations for “Best Practice”.

The assessment covered all of Heritage Services’ operations – including The Roman Baths and Pump Room, The Fashion Museum and Assembly Rooms, The Victoria Art Gallery and Bath Record Office.roman baths

The Customer Service Excellence (CSE) Standard is given by the Government as a reward for demonstrating excellent customer-focus. It was awarded to the Council’s Heritage Services Team following rigorous assessment checks of customer insight; organisational culture; information and access; service delivery, and timeliness and quality of service.

The assessment found that the Heritage Services Team continually took measures to improve its service based on customer feedback. Unannounced visits by “mystery visitors” conducted several times during the year also scored each of the sites highly for their friendliness, welcome and efficiency.

Councillor Ben Stevens (Lib-Dem, Widcombe), Cabinet Member for Sustainable Development, said: “The Customer Service Excellence Standard has 57 elements in total and we’re proud that Bath & North East Somerset Council’s Heritage Services Team is fully compliant in all of them. Last year nine elements were awarded ‘compliance plus’ for achieving best practice and this year the team has gone one better with a total of 10 commendations.

“It’s a truly remarkable achievement to retain this national award by improving on our previous performance. It shows that the Council’s Heritage Services Team listens to its customers and acts on their feedback. This success could not have happened without the hard work and dedication of everyone at our unique heritage attractions.”

Cllr Ben Stevens
Cllr Ben Stevens

The official inspection was carried out by Customer Service Excellence assessor Ken Smith on 1 November 2013. Mr Smith commented on the Council’s Heritage Services Team gaining 10 commendations by saying: “you are the flagship of all the places I assess.”

In his report, Mr Smith said: “Heritage Services has embraced the CSE Standard as an improvement tool to help ensure that its services and facilities provide value for money and meet the needs and expectations of its customers. Certification to the Standard is fully justified and well deserved.”

Mr Smith also remarked on the enthusiasm of staff – including  one who had taken the trouble to learn phrases in German, Italian and Spanish so that he could explain to foreign visitors how to use the audio guides. He added: “Front line staff are the key to all services – they all seem to be providing excellent service. Tour organisers bringing hundreds of visitors can’t speak too highly – staff bend over backwards and are unbelievably helpful!”


For more information about Bath & North East Somerset Council’s heritage attractions visit or call The Roman Baths on 01225 477774, The Fashion Museum on 01225 477789, The Victoria Art Gallery on 01225 477233 and The Bath Record Office on 01225 477421.