Visitor Experience Research Trip Cornwall

• Audit Title

• Conducted on

  Date

• Prepared by

• Location
  Address

The Visitor Welcome

• We're you greeted upon arrival and given information?

  Yes

  No

  N/A

• Is there a welcome desk?

  Yes

  No

  N/A

• If there is a welcome desk, who works there?

• Is there someone supporting the front desk?

  Yes

  No

  N/A

• Are there paper leaflets?

  Yes

  No

  N/A

• Are there multiple entrances?

  Yes

  No

  N/A

• If there are multiple entrances, how do you they work together? Are there are any differences?

• Is there an option for digital information? QR codes etc

  Yes

  No

  N/A

• Anything further comments?

Tours

• Do they offer drop in tours?

  Yes

  No

  N/A

• If yes, how are they advertised? Are there limited numbers? Are there different themes? Are they free or paid? How long are they?

• Do they offer booked tours?

  Yes

  No

  N/A

• If yes, how are they advertised? Are there limited numbers? Are there different themes? Are they free or paid? How are they booked? How long are they?

• Do they offer group tours?

  Yes

  No

  N/A

• If yes, how are they advertised? Are there limited numbers? Are there different themes? Are they free or paid? How are they booked? How long are they?

• Do they offer access tours?

  Yes

  No

  N/A

• If yes, how are they advertised? Are there limited numbers? Are there different themes? Are they free or paid? What do they offer and for who? How long are they?

• Who delivers the tours available?

• Any further comments?

Signage and leaflets

• Are there floor plans available?

  Yes

  No

  N/A

• Please include an image if possible

  Media

• Is it easy to navigate? What signage do they use for directions?

• Please include an image if possible

  Media

• What signage do they use and how much?

• Please include an image if possible

  Media

• What's the Tone of Voice?

• What's the branding? Is it consistent?

• What's the policy on photography? How is it signed?

• Any further comments?

The Team

• Is the team visible throughout the gallery?

  Yes

  No

  N/A

• Are the VSAs wearing a uniform?

  Yes

  No

  N/A

• If yes, what is it like?

• If not, what are they wearing?

• Are VSAs using tech on the gallery floor?

  Yes

  No

  N/A

• If yes, what?

• How much do the VSAs engage with visitors?

• How does the team actively engage with visitors?

• Are there comment stations available?

  Yes

  No

  N/A

• If yes, in what format? How is the information collected and used?

• Are volunteers visible on the gallery floor?

  Yes

  No

  N/A

• If yes, in what capacity?

• Any further comments?

Access

• What resources are offered for the following visitors. Please consider maps, leaflets, signage, tours, hearing loops, exhibition labels, materials and equipment.

• Visitors with Mental Health Issues

• Visually Impaired Visitors?

• Hearing Impaired Visitors?

• Visitors with mobility issues?

• Is information available in different languages?

  Yes

  No

  N/A

• If so, what languages are translated?

• Any further comments?

Work Placements and Traineeships

• Do they offer work placements, Traineeships or any other learning opportunity?

  Yes

  No

  N/A

• If yes, what do they offer?

• How is the offer structured?

• How is it advertised?

• How many places are available per year?

• Who do the trainees or students work with?

• Are there different roles available?

  Yes

  No

  N/A

• If yes, what?

• How are they documented and structured?

• Any further comments?

Recruitment

• Where and how are vacancies advertised?

• Do they use Media in their advertisements?

• Who do they target and how?

• What tone of voice and language do they use?

• What is their interview system?

• How does diverse is their team?

Inductions

• How long are their inductions?

• What is included in their inductions?

• What training do they undertake as part of their induction?

• Do they send out induction packs?

  Yes

  No

  N/A

• If yes, what's included in the packs?

• Any further comments?

Online Presence

• Website - what does it look like? What's the tone of voice? Navigation?

• What content is included on the website? Tours? Recruitment? Events?

• Please include an image if appropriate?

  Media

• Do they have a presence on social media?

  Yes

  No

  N/A

• If yes, on what platforms? Please provide details

• Do they blog?

  Yes

  No

  N/A

• If so, on what platforms? Please give details

• Who updates online presence?

• Any further comments?

Retail

• What products do they sell?

• Is there a broad range of products?

• How are the products connected to the collection?

• Is the shop staffed by VSAs?

• Please include any images you think appropriate

  Media

• Any further comments?

Outside Space

• How is the outside space connected to the building and collections?

• Are there tours of the outside space?

  Yes

  No

  N/A

• If yes, who delivers them? Are they themed? How often?

• Is there a separate map for the outside space?

  Yes

  No

  N/A

• What literature accompanies the outside space?

• Is there a staff or volunteer presence outside?

  Yes

  No

  N/A

• If yes, who and in what capacity?

• Any further comments?