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Heritage Quality Metrics Survey 9/2011

Heritage Metrics

This survey is to establish which quality metrics are used in the heritage industries, and the barriers to their use.

There are 16 questions to answer.

If you would like a copy of the results (whether or not you choose to participate) please contact me:
pr00055@surrey.ac.uk

1. What is the value of heritage - why is it important? 'Heritage' here means all the inherited products of human activity, including but not limited to artefacts, landscapes, documents/books, images, traditions, whether in public or private ownership.

2. What does 'quality' mean to you, in the context of the quality of heritage objects/assets (e.g. buildings, stories, documents, objects, sites) managed by your and other organizations?

3. For organizations managing heritage, what does 'quality' mean to you (excluding the quality of heritage assets which are managed). For example, what does service quality mean? Conservation quality? Quality of public engagement in heritage management? Quality of research? Quality of learning opportunities provided?

Thinking about organizations managing the value of heritage, what does 'quality' mean to you, in this context?

4. What performance and/or quality information do you report, and to whom?Please tick any box where you have supplied data in the past two years, and use the comments box below to suggest types of information or information recipients to add to this survey, or any other comments you have.

Space Cell	To accreditation body	In response to request from individual or organization	Information passed to parent body/higher department (internal management/or other not known)	Somebody else No1 (please specify below)	Somebody else No2 (please specify below)	Somebody else No3 (please specify below)
Visitor/user numbers	To accreditation body	In response to request from individual or organization	Information passed to parent body/higher department (internal management/or other not known)	Somebody else No1 (please specify below)	Somebody else No2 (please specify below)	Somebody else No3 (please specify below)
Average length of visit	To accreditation body	In response to request from individual or organization	Information passed to parent body/higher department (internal management/or other not known)	Somebody else No1 (please specify below)	Somebody else No2 (please specify below)	Somebody else No3 (please specify below)
Customer satisfaction score	To accreditation body	In response to request from individual or organization	Information passed to parent body/higher department (internal management/or other not known)	Somebody else No1 (please specify below)	Somebody else No2 (please specify below)	Somebody else No3 (please specify below)
Compliments/comments/complaints	To accreditation body	In response to request from individual or organization	Information passed to parent body/higher department (internal management/or other not known)	Somebody else No1 (please specify below)	Somebody else No2 (please specify below)	Somebody else No3 (please specify below)
Economic impact	To accreditation body	In response to request from individual or organization	Information passed to parent body/higher department (internal management/or other not known)	Somebody else No1 (please specify below)	Somebody else No2 (please specify below)	Somebody else No3 (please specify below)
Learning outcomes	To accreditation body	In response to request from individual or organization	Information passed to parent body/higher department (internal management/or other not known)	Somebody else No1 (please specify below)	Somebody else No2 (please specify below)	Somebody else No3 (please specify below)
Social impact	To accreditation body	In response to request from individual or organization	Information passed to parent body/higher department (internal management/or other not known)	Somebody else No1 (please specify below)	Somebody else No2 (please specify below)	Somebody else No3 (please specify below)
Another measure No1 (please specify below)	To accreditation body	In response to request from individual or organization	Information passed to parent body/higher department (internal management/or other not known)	Somebody else No1 (please specify below)	Somebody else No2 (please specify below)	Somebody else No3 (please specify below)
Another measure No2 (please specify below)	To accreditation body	In response to request from individual or organization	Information passed to parent body/higher department (internal management/or other not known)	Somebody else No1 (please specify below)	Somebody else No2 (please specify below)	Somebody else No3 (please specify below)
Another measure No3 (please specify below)	To accreditation body	In response to request from individual or organization	Information passed to parent body/higher department (internal management/or other not known)	Somebody else No1 (please specify below)	Somebody else No2 (please specify below)	Somebody else No3 (please specify below)

Please add comments on the performance and/or quality information you report, and who you report it to here. If you use a standard measure such as SERVQUAL, or an accreditation scheme, please specify.