Top Spot for TIC

When it comes to customer service, Letchworth Garden City’s Tourist Information Centre is top of the pile – and that’s official!

The East of England Tourist Board carried out a Mystery Shopper at the Station Road venue, covering all aspects of quality of service that a customer is likely to experience, when visiting a Tourist Information Centre, resulting in the highest score achieved to date by a TIC in the East of England, since the scheme was implemented three years ago.

The 94 per cent overall mark was achieved after the mystery shopper visit, a phone call and an email enquiry.

The assessor marked the TIC in terms of its signage, cleanliness, information display, staff appearance, range of saleable goods and quality of service. The phone call was judged on the politeness and professionalism of the service given and the accuracy of the information provided. The email enquiry was judged on the response time, the information provided and the tone and style of the text.

The TIC is owned and managed by the Heritage Foundation and Stuart Kenny, its Director General said in response to the achievement, “You hear so many negative comments nationally about customer service these days, so it is refreshing to see that our Tourist Information Centre has passed all the customer service tests from the East of England Tourist Board - and with flying colours”.

“I know the team at the TIC are very proud of this achievement – and justifiably so.”