An ongoing commitment to excellence
Collecting and acting on feedback
The first few weeks are a valuable opportunity to learn what works well and where customers may need more support. Try to record insights as part of an existing process, such as daily show reports.
For example, you could record:
- How many receivers are lent out per show?
- How many customers use them with neck loops and how many with headphones?
- How many customers are using the system for the first time/have used it before?
- How many issues are reported? What are they?
You can also ask customers for feedback. Positive quotes can be used to encourage others. Negative quotes are a great learning opportunity.
Most importantly, use the feedback to update staff training, information resources, and ways of working.
Once you’re happy that you can offer a consistently good experience, it’s time to make a splash.
Publicity
Many venues assume that customers with hearing loss will ask a member of staff if they want to access an assistive listening system. But this puts the burden on the customer.
Help people feel confident about visiting your venue by making your Auracast offer visible throughout the customer journey. This could include when advertising the show and signage inside the venue.
See Communicating and promoting the service.
Continuous improvement
Once you’ve fully launched the service, continue collecting and regularly acting on feedback. Do you notice differences in customer satisfaction? Are there patterns according to factors such as day of week, time of day, type of show, performance space, seating area?