HL Deb 30 July 1998 vol 592 c231WA
Lord Stallard

asked Her Majesty's Government:

What performance targets they have set the Queen Elizabeth Conference Centre Executive Agency for 1998–99. [HL3177]

Lord Whitty

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