So the BSL interpreted performance has ended, everything seems to have gone smoothly – so what next?
Getting feedback is the best way of improving your customer service by making sure that any problems have been identified so they can be resolved in time for the next performance.
One of the best times to get feedback is during the interval or straight after the show. Ask patrons what their experience was like. Could they see the interpreter clearly? Could they follow the play and story?
Some patrons may not feel comfortable about giving feedback in person (or may simply have to rush off to catch the last train home!) so if you can’t talk to them, email them after the show asking them for their comments.
You may also need to consider how a BSL user could offer feedback. They may be more comfortable signing their feedback, in which case, one idea might be for them to email you a video file that you could ask an interpreter to translate for you.
As well as giving patrons the opportunity to say what could have been better, asking for feedback is also a great chance to find out what your venue is doing right. Positive feedback can be a great encouragement to all of your colleagues, so make sure you share it with them!
Keep a record of all the feedback you get after each performance, so you can monitor any issues that come up on a recurring basis.
See also the information under Quality in the Monitoring and tracking success section in the Senior Managers section of this guide.