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Customer Satisfaction

Mission Statement

Our mission at Lagan Valley Island is to provide a high quality venue, offering the best value and highest standard of service to our customers and their customers in a personal and professional way. We aim to exceed expectation and to continually develop and improve our service with the goal of being the venue of choice for all of our customers.
 
To achieve this, we aim to provide: 
  • Excellent customer service
  • An exceptional, seamless and adaptable service and operating standards that put the customer first every time.
  • Friendly, welcoming and knowledgeable staff who treat all customers fairly and with respect
  • An accessible, well designed, clean and well maintained environment which is conducive to the purpose of hire
  • Packages which represent good value for money with no hidden extras.

Customer Charter

Click here to read our full Customer Charter outlining our promises to you, our customer. This customer charter was created in alignment with the principles of the Lisburn City Council Customer Service Guidelines.

You Said, We Did

Following recent consultation with our customers, we are delighted to present to you the positive changes we have implemented to further improve the high levels of service we currently deliver.

We are delighted with the high satisfaction levels achieved but will strive to improve even more.

We are always keen to hear any feedback you may have about our service so please feel free to email us at lvi@lisburncastlereagh.gov.uk to tell us about your experience.

Our Results

In a bid to ensure we fulfil our promises, we regularly survey our customers to find out how we are doing, what we are doing right and what we should change. 

Customer Satisfaction is one of the highest priorities here at Lagan Valley Island. 

Not satisfied with being average, we have set a challenging target of 75% (i.e. achieving a rating of Excellent or Good). The results are as follows:

Customer Satisfaction Results

Quarter 1 2018/19                     Overall Customer Satisfaction Rate    93%

By Customer Type

Our Response Times - Target 75%

  • Telephone Calls - 83%
  • Facebook Posts - 90%
  • Email Booking Enquiry - 100%
  • Letters & Faxes - 100%
  • Booking Voicemail - 93%
  • Box Office Voicemail - 100%