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Queen Elizabeth Conference Centre Executive Agency

Volume 592: debated on Thursday 30 July 1998

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asked Her Majesty's Government:What performance targets they have set the Queen Elizabeth Conference Centre Executive Agency for 1998–99. [HL3177]

The Agency's principal financial target for 1998–99 is to achieve a minimum contribution to the Exchequer of £963,000.Operational targets have been set to increase occupancy of the Churchill Auditorium to 190 days; the Fleming Room to 210 days; and the Mountbatten Room to 165 days.The Agency is also being required to achieve additional room hire revenue from banqueting of £75,000, and has the following key customer service targets to meet:

  • 1. An overall score for quality of service from client questionnaires of at least 78 per cent.
  • 2. 98 per cent. of clients to report that they would use the centre again.
  • 3. The number of complaints received to be less than four per 100 events.
  • 4. An average response time when answering complaints of less than four working days.
  • 5. An overall score for quality of service by the catering staff of at least 88 per cent.