Sydney Opera House

Sydney Opera House wants to provide an outstanding and enjoyable experience for all customers.

Principles

• Customer feedback is used to improve overall business performance
• Feedback about facilities and services is valued and welcomed
• Issues will be resolved fairly and impartially with a focus on the satisfaction of all involved
• Prompt, courteous, helpful and positive responses will be provided to all feedback
• Issues are resolved effectively at the front line level
• All feedback is reviewed and improvements implemented where appropriate
• Positive feedback is a measure of the effectiveness of customer service strategies

Outcomes

• Outstanding customer satisfaction and business performance
• Recognition of staff who provide good customer service

July 1997