Shrewsbury News

Customer Service Award triumph for The Ironbridge Gorge Museums

Customer Service Award triumph for The Ironbridge Gorge Museums Staff and volunteers at the Ironbridge Gorge Museum Trust are celebrating after winning a prestigious award at Shropshire’s premier business award ceremony. The Museum triumphed in the much-contested Outstanding Customer Service category at the 16th annual Shropshire Business Awards.

The event is organised by the Shropshire Chamber of Commerce and was hosted at the Telford International Centre, on Friday, 24th June.

By winning the Outstanding Customer Service Award, the Museum beat off stiff competition from Beaumont Financial Planners, Southwater Event Group and Ethero.

Anna Brennand, Chief Executive at The Ironbridge Gorge Museum Trust said: “Staff and volunteers have worked extremely hard over the last six years, making year-on-year improvements to the way we work, in order to ensure that we consistently deliver outstanding customer service throughout the whole Museum to all our visitors. This hard work has been recognised by our visitors, who regularly score their experience as excellent; our TripAdvisor reviews, for which we’ve received Certificates of Excellence for the last five years and a place in their prestigious Hall of Fame. We are also proud that VisitEngland’s Visitor Attractions Quality Assurance Scheme presented us with a much-prized Gold Award.”

The award follows an intensive programme of measures undertaken by the Museum to maintain outstanding levels of customer service. These included new monitoring techniques, such as the use of Community Mystery Shoppers, visitor focus groups and a staff training aid called ‘Guest Goggles’, when staff were encouraged to look at the experience through the eyes of the visitors. New training courses and events were delivered across all the museums and during the Museum’s communication days, staff helped develop new methods of making further improvements to the quality of the customer experience.

Anna concludes; “It’s been wonderful to work with all our Trustees, staff and volunteers to ensure outstanding customer service and I am delighted that this work has been recognised and celebrated by our local business community.”

 For further information about the Ironbridge Gorge Museums Tel: 01952 433 424 or visit


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