Essential information

Key stage: 
Key Stage 3, Key Stage 4, Post-16
Location: 
National Maritime Museum, Queen's House
School subject: 
Leisure & tourism

Providing excellent customer service is hugely important in today’s highly competitive visitor-attraction market. It is essential to our success because we rely on our customer base to provide our core business.

Customer service and our visitors 

Providing excellent customer service is hugely important in today’s highly competitive visitor-attraction market. It is essential to our success because we rely on our customer base to provide our core business.

The National Maritime Museum attracts a wide variety of customers and so it is vital we cater for visitors who have different needs, motivations and expectations for their visit.

 

Customer Service Film 1 from National Maritime Museum on Vimeo.

Providing for different customer types

The Museum can segment its customers into a number of groupings that helps it operate effectively, and cater to specific needs.

Individuals – Visitors with a casual or special interest in maritime history might be a domestic visitor or an international tourist. The Museum is always developing new exhibitions and programmes for the visitor interested in maritime history. Everyone benefits from our core services such as the cafes, shops, cloakroom, lifts, signage and clean and accessible toilets.

Families – Parents with young children are an important audience for the museum. The Museum itself has facilities including areas for changing and feeding babies, as well as café and picnic areas. Information is provided in the Museum and on the website about the special activities and programmes specifically for families.

Groups – The Museum has built up experience of dealing with a number of important group audiences, including:

  • Schools and colleges – for example, we provide curriculum resources and talks, visit planning and booking support and lunch and cloakrooms on-site.
  • Large groups of visitors – our facilities and approach allow us to provide coach parking, discounts to charging exhibitions, visit planning assistance as well as guided tours and talks.
  • Foreign language tourists – we provide translated information for visit planning in print and on the website. We can also offer souvenir guides in different languages.
  • Special interest groups – curator talks and tours can be arranged and these groups can also make use of our enquiry and research facilities via the Library. We also provide a great deal of information online.
  • Corporate and private hire – our sites are available for hire for corporate functions, weddings and parties and we can offer assistance with event planning and catering.

People with special needs – the Museum provides for physical access (eg, ramps, lifts, wheelchair turning points, appropriate height of door handles and display cases, size of text on labels) and sensory access (eg, touch talks for the blind, sign-interpreted talks for the deaf). We support customers with different types and levels of physical access. We also provide for emotional and intellectual access (eg, providing different levels of information for those with learning difficulties)