Customer Charter and Action Plan

Customer Charter

Our mission 

The National Gallery of Ireland cares for, interprets, develops and showcases art for all. The Gallery offers an outstanding experience that inspires an interest in art and is an exciting place to encounter art.

Five pledges

The Customer Charter makes five specific pledges. We will: 

1. Offer a quality visitor experience 
2. Display and manage an inspiring collection of art  
3. Offer an excellent information, collection, and educational service for all 
4. Be a knowledgeable, expert, and trained staff that inspires
5. Provide an accessible and safe Gallery for all

The Customer Charter commits to offering you high-quality visitor experiences and services. Our Customer Charter makes five specific commitments and these are the basis of the following principles of Quality Customer Service / Visitor Experience.

 

Customer Action Plan  

 

Quality Visitor Experience and Service Standards 

Our commitment:
                          
The Gallery has published a Customer Charter that outlines the nature and quality of visitor experience and service visitors can expect, and display it at all points of service delivery.

1. We are committed to ensuring that visitors are aware of the nature and quality of visitor experience and service they can expect by publishing and displaying our Customer Charter.  

Timelines and Courtesy

Our commitment: 
                          
The Gallery is committed to providing a standard of service in how we handle telephone enquiries, written communications, personal callers, interactive website and social media enquiries, and the provision of information.

1. We will ensure that all visitors are treated with courtesy and that all communications we receive are handled promptly and efficiently.
2. We will ensure that all staff provide their names when answering telephone calls. We will give full contact details on all written or e-mail communication.
3. We will regularly update all out-of-office emails and respond to all voicemail messages.
4. We will acknowledge all enquiries within 3 working days of receipt and provide routine information on request. We will give a definite reply to at least 95% of queries within 20 working days.  

Feedback

Our commitment:

The National Gallery of Ireland’s objective is to maintain a well-publicised, accessible, transparent and simple-to-use system of dealing with feedback. Feedback is defined as information about reactions to a visitor’s experience of the Gallery or relating to our services which is used as a basis for improvement and to understand our audience’s response and engagement.

1. We welcome and encourage feedback on the services and visitor experience we provide and understand that it is key to understanding the needs and expectations of our visitors. Feedback should be submitted:
   • by email to [email protected] 
   • by comment card 
   • by post to Visitor Feedback c/o Visitor Experience Manager, The National Gallery of Ireland, Merrion Square West, Dublin 2, D02 K303
   • By audience survey: issued from time to time by the Visitor Experience Team
   • In-person by visiting the Information Desk and ask for the Visitor Experience Manager or member of the team
2. We will acknowledge all communications within three working days of receiving your communication. We will provide routine information on request. We will provide a definitive reply to at least 95% of written queries within 20 working days. In cases where there will be a delay, we will send you an interim reply explaining the situation before the 20 working day period expires.
3. We will encourage staff and volunteers to use their day-to-day contact with visitors to gather feedback on quality of visitor experience and services, and measure our visitor response levels.
4. Using anonymised data from the Feedback Register, we identify trends, generate internal reports and gather insights to improve our services.
5. You can help us as we try to give you a high quality visitor service by ensuring to include your name, address, a daytime telephone number or email address. Please be as clear and give us as much detail as possible. We appreciate you treating our staff courteously, as you would wish to be treated yourself. If you were happy with the service provided please let us know. You can also help us by making suggestions about the service you receive.      

Complaints

Our commitment: 

The National Gallery of Ireland’s objective is to maintain a well-publicised, accessible, transparent and simple to use system of dealing with complaints. We are committed to resolving all complaints promptly. All complaints will be dealt with in a fair and appropriate way and treated in confidence unless a complainant wishes otherwise (and subject to our disclosure obligations under the Freedom of Information, Data Protection and Access to Information on the Environment).

1. We regard a complaint as any expression of dissatisfaction about our action or lack of action or about the standard of service provided by us or on our behalf. Complaints are treated differently to feedback and are dealt with under our Complaints and Appeals Procedure. This describes how to make a complaint and appeal our decision in relation to a complaint.
2. If we have made a mistake, we will seek to rectify it as quickly as possible and offer an explanation.
3. We will comply with the principles of data protection when dealing with complaints. 

Appeals

Our commitment:

The National Gallery of Ireland’s objective is to maintain a formalised, well-publicised, accessible, transparent and simple-to-use appeals system.

1. We ensure that the visitor knowns their right to appeal their complaint if they are not satisfied with the Gallery’s decision.
2. Appeals are dealt with under our Complaints and Appeals Procedure. This describes how to appeal our decision in relation to a complaint.

Choice

Our commitment:

The National Gallery of Ireland is committed to providing choice, where feasible, in its service delivery. We are committed to using emerging technologies to ensure maximum access, choice and quality of delivery.

1. We will make full use of new and emerging technologies to broaden the choice of services and ways that visitors can engage with the national collection. 

Better coordination

Our commitment:

The National Gallery of Ireland is committed to fostering a co-ordinated and integrated approach to delivery of our public service in displaying the national collection.

1. We will ensure ongoing co-operation and integration in all areas in the Gallery to improve co-ordination on service delivery.
2. We will ensure ongoing co-operation and collaboration with all our stakeholders to improve how our visitors can engage with the national collection.  

Accessibility

Our commitment:

The National Gallery of Ireland’s objective is to ensure that its facilities and services are accessible to all our customers. We are committed to constantly reviewing accessibility under access to physical environment, information and communication technology and quality customer services, and delivering an accessible and safe Gallery for all.

1. We will ensure that all our facilities and services are accessible to all visitors with an accessibility need.
2. To ensure that any issues or difficulties in relation to any accessible need can be addressed without delay, visitors can email the Access Officer at [email protected] or telephone 01 663 3513.
3. The Gallery will provide information that is clear, timely and accurate, available at all points of contact and meets the requirements of people with specific needs. We are committed to using the potential offered by IT, social media and our website. We are committed to offering a simplified visitor journey for visitors accessing the art and the Gallery.
4. We will ensure that all areas of our buildings are clean, comfortable and comply with health and safety standards.  

Equality/Diversity

Our commitment: 

The National Gallery of Ireland’s objective is to promote a service that is accessible to all, pursues equality and accommodates diversity of outcome to ensure that no one is discriminated against by virtue of their gender, family status, marital status, religion, age, and race, membership of the Traveller community, sexual orientation or disability. The Gallery identifies and looks to provide an experience that eliminates barriers for people experiencing poverty and social exclusion and for those facing geographic barriers in accessing the collection.

1. We will work towards eliminating barriers for people experiencing poverty and social exclusion and for those facing geographic barriers in accessing the collection.
2. We will ensure that a focus on equality/diversity issues is maintained throughout the Gallery.
3. We recognise and will implement the Public Sector Equality and Human Rights Duty in all of our activities.
4. We will ensure that all customers are treated equally and in accordance with relevant legislation.  

Official Languages Equality

Our commitment:

The National Gallery of Ireland is committed to providing an informed public service through Irish as appropriate.

1. We publish our Irish Language Scheme and under the Official Languages Act 2003 and detail the services that will be provided in both official languages of the state, and other major languages where appropriate.
2. We will ensure that staff are always available to cater for visitors who may wish to communicate with us through Irish.
3. We will ensure that the Annual Report, Statement of Strategy and relevant information publications and key policy documents produced by the Gallery continue to be made available in Irish.
4. All permanent signage will continue to be provided in both official languages of the state. 

Consultation and Evaluation

Our commitment: 

The National Gallery of Ireland’s objective is to provide a structured approach to meaningful consultation with, and in participation with, the visitor in relation to the development, delivery and review of services.

1. We are committed to ensuring that the feedback we receive from visitors is taken into account when improving our services and ways to engage with the national collection.
2. We are committed to meaningful consultation with visitors through a range of different forums.
3. We are committed to ensuring that levels of service are evaluated.

The Internal Customer

Our commitment: 

The National Gallery of Ireland recognises that staff are internal customers and that they are properly supported and consulted with regard to service delivery issues and visitor experience.

1. We recognise that staff are internal customers and are committed to properly supporting and consulting with staff in regard to service delivery issues and visitor experience.

Last revised: 2 December 2021