Service quality rating
Biyearly we will publish a report of results in this section with the degree of fulfillment of the commitments.
JAN-JUNE 2010
Commitment A.1 : Assessment of customer satisfaction
Indicator: Results of customer satisfaction surveys
Target value: Average higher than 3
Results: The commitment value has been surpassed, obtaining a total average of 4.56 points of satisfaction for the services from a total of 168 surveys carried out. The average was above four in all the parameters analysed (reliability of service, professionalism, accessibility...), as well as in each of the services (exhibitions, workshops…) analysed individually.
Commitment A.2 : Customer response capability
Indicator: Complaints and suggestions to be handled within a maximum of 20 days
Target value: 100%
Results: Although no complaints/suggestions were made during the period in question, the response capability is ensured through the currently implemented system, accredited by AENOR.
Commitment B.1 : Access to information
Indicator: Information posted on website about exhibitions, cultural and educational activities
Target value: At least 30 days in advance
Results: This commitment was not fulfilled, particularly with regards to exhibitions. The following problem has been identified: at present, upcoming exhibitions cannot be announced on our website unless the currently posted information on display is deleted first.
Consequently, Sala Parpalló is taking the following corrective measure: the design of the website is being re-examined with a view to incorporating differentiated spaces for information on current and on upcoming exhibitions.
Estimated implementation time: 3 months.
Commitment B.2.1 : Didactic support for exhibitions
Indicator: Number of guided tours booked in comparison with total exhibitions, namely, fulfilled demand of booked tours.
Target value: 100%
Results: This commitment is fulfilled, with a 100% response to booked tours—a total of 39 for the period in question.
Commitment B.2.2 : Didactic support for exhibitions
Indicator: Number of workshops organised in comparison with the total of exhibitions / video seasons
Target value: 100%
Results: This commitment is fully met.
Commitment B.3 : Critical debate on exhibition events
Indicator: Number of conferences/seminars in comparison with total exhibitions and video seasons
Target value: 80%
Results: The value reached was 75%. Of a total of four events, only one did not have a conference/seminar.
Commitment B.4 : Communication capability
Indicator: Previously booked group guided tours available in Spanish, Valencian, English and French.
Target value: 100%
Results: No guided visits requiring translation were booked during the period in question. However, the availability of guides and a translation service in the exhibition hall ensures our response capability within the standards set in the target value.
Commitment B.5 : Transparency of results
Indicator: The level of fulfilment of commitments may be consulted every six months on website
Target value: 100%
Results:This is achieved with the publication of all the results for each of the commitments.
Commitment C.1 : Support for the work of emerging artists
Indicator: Recognition of emerging artists through the Alfons Roig Scholarship
Target value: At least one exhibition for each artist who has been awarded the scholarship.
Results: This commitment should be evaluated on a long-term basis, given that this scholarship for emerging artists is prolonged over a two-year period in response to its biennial periodicity. In this regard, the exhibition is held as the end result of a process which is much longer than the six-month period contemplated in the target values used to assess fulfilment in accountability reports.
Commitment C.2 : Annual programme balanced to ensure the presence of creators at different stages of their careers
Indicator: A balanced ratio between exhibitions by established and emerging artists
Target value: At least 40% will be emerging artists, considered for that purpose to be artists under the age of 40.
Results: Considering the activities organised in the six-month period under question, this commitment is not fulfilled. However, in this case, we would highlight the fact that our freelance collaborators fully satisfy these criteria of emergence.
Commitment C.3 : Programming of events produced in-house
Indicator: Balanced ratio of exhibitions and video seasons produced in-house in comparison with total number of exhibitions and video seasons
Target value: At least 70% of programme contents to be produced in-house
Results: This commitment has been fulfilled, with 100% of exhibitions and video seasons hosted in the exhibition hall being produced in-house.
JULY-DECEMBER 2010
Commitment A.1 : Assessment
of customer satisfaction
Indicator: Results of customer satisfaction surveys
Target value: Average higher than 3
Results: The
commitment value has been surpassed, obtaining a total average
of 4.47 points of satisfaction. The average was above four in
all the parameters analysed (reliability of service,
professionalism, accessibility...), as well as in each of the
services (exhibitions, workshops…) analysed individually.
Commitment A.2 : Customer
response capability
Indicator: Complaints and suggestions to be handled within a
maximum of 20 days
Target value: 100%
Results: The
commitment value has been surpassed, obtaining a total average
of 14.8 days for response to complaints and suggestions during
the second half of the year. The response capability is ensured
through the currently implemented system and accredited by
AENOR.
Commitment B.1 : Access to
information
Indicator: Information posted on website about exhibitions,
cultural and educational activities
Target value: At least 30 days in advance
Results: This
commitment was not fulfilled, particularly with regards to
exhibitions. The following problem has been identified: at
present, upcoming exhibitions cannot be announced on our website
unless the currently posted information on display is deleted
first. The period required for the implementation of the
corrective measure proposed by Sala Parpalló in the previous
report should be more realistic. It is suggested that this
deadline be revised proposing a new date, no later than six
months from the following publication.
Meanwhile, with a view to remedying said extension of deadline,
several corrective measures have been applied, such as a third
piece of information, used as a transitional measure, allowing
the fulfilment of this target.
Commitment B.2.1 : Didactic
support for exhibitions
Indicator: Number of guided tours booked in comparison with
total exhibitions, namely, fulfilled demand of booked tours.
Target value: 100%
Results: This
commitment is fulfilled, with a 100% response to booked tours—a
total of 44 guided visits for the period in question.
Commitment B.2.2 : Didactic
support for exhibitions
Indicator: Number of workshops organised in comparison with the
total of exhibitions / video seasons
Target value: 100%
Results: This
commitment is fulfilled, taking into account the number of
workshops compared with the total of exhibitions. The workshops
are mainly hosted during the first half of the year. In fact,
groups from different levels and fields of formal education are
more active during this period of the year, and there is a more
successful relationship with the exhibition hall.
Commitment B.3 : Critical
debate on exhibition events
Indicator: Number of conferences/seminars in comparison with
total exhibitions and video seasons
Target value: 100%
Results: This
commitment is fulfilled, equally considering the number of
conferences/seminars and the total of exhibitions and video
seasons. Critical debate-related activities have been organised
to tie with each activity or they have even been scheduled as
intensive seminars.
Commitment B.4 : Communication
capability
Indicator: Previously booked group guided tours available in
Spanish, Valencian, English and French.
Target value: 100%
Results: No guided
visits requiring translation were booked during the period in
question. However, the availability of guides and a translation
service in the exhibition hall ensures our response capability
within the standards set in the target value.
Commitment B.5 : Transparency
of results
Indicator: The level of fulfilment of commitments may be
consulted every six months on website
Target value: 100%
Results: This is
achieved with the publication of all the results for each of the
commitments.
Commitment C.1 : Support for the work
of emerging artists
Indicator: Recognition of emerging artists through the Alfons
Roig Scholarship
Target value: At least one exhibition for each artist who has
been awarded the scholarship..
Results: This
commitment should be evaluated on a long-term basis, given that
this scholarship for emerging artists is prolonged over a
two-year period in response to its biennial periodicity. In this
regard, the exhibition is held as the end result of a process
which is much longer than the six-month period contemplated in
the target values used to assess fulfilment in accountability
reports. In this regard, the management has prepared follow-up
reports for both winners of the Alfons Roig scholarships. Thanks
to the continuous and personal follow-up with both artists,
these reports show the advances made by the artists in their
research work.
Commitment C.2 : Annual
programme balanced to ensure the presence of creators at
different stages of their careers
Indicator: A balanced ratio between exhibitions by established
and emerging artists
Target value: At least 40% will be emerging artists, considered
for that purpose to be artists under the age of 40.
Results:
Considering the activities organised in the six-month period
under question, this commitment is not fulfilled. However, in
this case, we would highlight the fact that our freelance
collaborators fully satisfy these criteria of emergence.
Commitment C.3 : Programming of
events produced in-house
Indicator: Balanced ratio of exhibitions and video seasons
produced in-house in comparison with total number of exhibitions
and video seasons
Target value: At least 70% of programme contents to be produced
in-house.
Results: This
commitment has been fulfilled, with 100% of exhibitions and
video seasons hosted in the exhibition hall being produced
in-house.
Note: All data used to assess the indicators were verified by the Department of Quality Management, responsible for ensuring the reliability of the data and examining the methods applied to obtain them. |