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English Heritage delivers at top-performing sites

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English Heritage together with other tourist organisations places importance on delivering excellent service at its key sites around the UK measured against internal KPIs. Regular monitoring of its estates ensures measures are met and improved.

WDG Research used a programme of Mystery Shopping to evaluate each site against key performance indicators (KPIs) and deliver a customer-eye view of the experience.

This ongoing programme flagged up areas requiring improvement, enabling English Heritage to implement changes and optimise the quality of visitors’ experiences.

 
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