The V&A enlisted the support of Ethos Farm as it recognised the need for Visitor Experience Standards as part of its broader strategy. While exceeding customer satisfaction targets versus other national museums in London, the V&A recognised further opportunity to ensure everyone 'feels welcome' when visiting. The co-creation of Visitor Experience Standards would bring together colleagues, 3rd parties and volunteers across the V&A family of museums, and would be developed into a bespoke training programme for teams to enhance the visitor experience.
Ethos Farm, in partnership with leads for each V&A site and key stakeholders, created new V&A service standards and a supporting training programme, including:
Development of the V&A Visitor Experience Standards provided a valuable opportunity to bring over 300 of the team and stakeholders together, as they co-created the new standards that have further enhanced the visitor experience. Introduction of the service standards has driven colleague engagement, and the bespoke training programme has been invaluable for the team's understanding, confidence and knowledge.
