Customer Feedback

Purpose

Sydney Opera House is committed to providing outstanding customer service to ensure an enjoyable experience for all customers.
Using customer feedback to improve our service standards is a vital component in achieving this objective and allows Sydney Opera House to:

• Ensure high levels of customer satisfaction and enhance visitor experience;
• Improve business performance; and
• Recognise and reward staff who provide outstanding customer service.

Principles

All customer feedback, positive and negative, as well as suggestions for improvement is valued, welcomed and encouraged.
Sydney Opera House will establish procedures to ensure all customer feedback is managed effectively and responses are prompt, courteous and helpful.

All issues arising will be resolved fairly and impartially while considering the interests of all involved.
Sydney Opera House will actively implement strategies and tools to regularly seek and enhance customer feedback.
Customer feedback will be reviewed regularly in order to identify improvement opportunities where possible and appropriate.

April 2009