Press Release

Durham’s Visitor Information Network has scored a 95 per cent customer satisfaction rate in a recent mystery shopping exercise. 

Each year, the mystery shopper exercise is carried out across the county’s Visitor Information Network, which sees partners delivering a visitor information function, supported by Visit County Durham and its Visitor Contact Centre.

This year, the network, which includes attractions and accommodation, received an average overall customer satisfaction score of 95 per cent, an increase of 3 percent on the previous year.

In total, 23 evaluations took place, with staff asked to help with a variety of queries, including suggestions of places to eat and stay, travel advice and things to see and do.

The evaluations were carried out in person, over the phone and by email, with the key findings highlighting the ongoing success of the network:

• First impressions scored 99 per cent, highlighting the politeness, friendliness and courtesy of staff. 
• The branded leaflet racks, which are dedicated to Durham literature, achieved a score of 99 per cent across the network.  
• Enquiries scored 90 per cent, with the majority of locations praised for their helpfulness.

Michelle Gorman, managing director of Visit County Durham, said: “Delivering high standards of customer service across Durham’s Visitor Information Network is something we take very seriously, and we are always looking at ways we can enhance this further. The annual mystery shopper exercise is an important tool, helping to identify good practice and areas for development.

“The increase of our overall customer satisfaction score to 95 per cent is a great achievement. I am incredibly proud of our contact centre team and Visitor Information Network partners across the county, who play a vital role in the all-important visitor welcome.”

Find out more about the Visitor Information Network.