Twist Museum

• Date and Time

  Date
• Location
  Address

• Conducted on

  Date

• Name of Auditor

Pre-visit

• How simple was booking a ticket? (10 is simplest, 1 is hardest)

• Where the instructions on arrival clear?

  Yes

  No

  N/A

• What are you overall impressions of the pre-booking process? (please describe the experience)

Arrival

• Was there a staff member at the entrace

  Pass

  Fail

  N/A

• Was the staff member actively engaging with visitors in a friendly and polite manner?

  Pass

  Fail

  N/A

• Were you asked whether you had a ticket already and what your arrival time was?

  Pass

  Fail

  N/A

• Was the greeting

  Good

  Fair

  Poor

  N/A

• COMMENTS ON THE ARRIVAL EXPERIENCE

Welcome Host (bottom of stairs)

• Were you greeted in a friendly manner by a host as you entered?

  Yes

  No

  N/A

• Please tick the elements contained within the greeting:

  Select

• Did they offer you information to help plan your visit?

  Yes

  No

  N/A

• Did they scan your ticket or direct you to the ticket desk?

  Yes

  No

  N/A

• COMMENTS ON THE WELCOME EXPERIENCE

Ticketing Desk (only complete if you purchase a ticket)

• Was the ticketing desk easy to locate?<br><br>

  Yes

  No

  N/A

• How long did it take for an assistant to acknowledge you? (minutes)

• Were you offered a friendly greeting?

  Yes

  No

  N/A

• Please select the items contained within the greeting:

  Select

• Were you offered a farewell parting or pleasantry?

  Yes

  No

  N/A

• COMMENTS

Queuing inside (if required)

• Time of arrival

  Date

• Did you have to queue before entering the main experience?

  Yes

  No

  N/A

• Were you offered an explanation of why you were waiting?

  Yes

  No

  N/A

• Was the assistant able to answer your questions?

  Yes

  No

  N/A

• PLEASE PROVIDE DETAIL OF WHAT WAS SAID

Inside the exhibition

• Did the host at the entrance greet you?

  Yes

  No

  N/A

• Please select the items contained within the greeting:

  Select

• Any further pleasantries exchanged?

  Yes

  No

  N/A

• What did they say?

• Were hosts visible in the exhibition?

  Yes

  No

  N/A

• Were they available to offer assistance and bring the illusions to life?

  Yes

  No

  N/A

• Were they able to answer your questions in a confident and friendly manner?

  Yes

  No

  N/A

• How would you rate this interaction? (10 is best and 1 is worst)

• Comments on your experience in the exhibition

Individual interaction - aim to have one detailed interaction during the visit

• When you approached the host were you offered a friendly greeting?

  Yes

  No

  N/A

• Please select the items contained within the greeting:

  Select

• Please detail what was said:

• Was the host able to answer your question?

  Yes

  No

  N/A

• Please detail what was said:

• Did they offer you additional information, such as recommendations for what to do during your visit?

  Yes

  No

  N/A

• How would you rate this interaction?

  Good

  Fair

  Poor

  N/A

• COMMENTS

Facilities and Cleanliness

• Were the toilets easy to locate?

  Yes

  No

  N/A

• Were the toilets busy?

  Yes

  No

  N/A

• Given how busy the toilets were, were the toilets and sinks clean and free from litter? (1 is quiet and 10 is very busy)

• Were they free from unpleasant odours?

  Yes

  No

  N/A

• Were facilities available to dry your hands?

  Yes

  No

  N/A

• Please rate the condition of the facilities:

  Good

  Fair

  Poor

  N/A

• COMMENTS ON FACILITIES

• Were the general areas clean and tidy?

  Good

  Fair

  Poor

  N/A

• Overall, how clean would you say Twist was (1 is dirty and 10 is spotless)

Twist Shop

• Was the shop easy to locate?

  Yes

  No

  N/A

• Was the host able to answer your question about the products on offer?

  Yes

  No

  N/A

• COMMENTS ON THE SHOP

Lasting Impressions

• Based on your overall experience today, on a scale of 0-10 (where 10 is the highest), how likely would you be to recommend Twist to friends, family and colleagues?

• Overall Impressions Comments:

• Yes

  No

  N/A