VisitScotland Quality Assurance Scheme - Enquiry Form
The following sections provide guidance and best practice examples of how visitor attractions can achieve high scores with regards to the pre-arrival scoring elements of a Quality Assurance Grading Visit.
Watch our pre-arrival video guide
Quality Assurance pre-arrival scoring
How easy is it for all types of visitors to find the site and engage with your website?
- The visitor can find the website easily
- The website is easy for prospective visitors to use and find all the relevant information they need – such as, who the business is and what it does, and what they can do at the attraction
- There is clear information on the home page for booking, making contact, directions, pricing, opening times and inclusivity information
- The website supports foreign languages and it is fully mobile enabled
- The website is easy to view, read, uses a clear font and background and incorporates high resolution images
- Also included here are brochures currently in print for the attraction – they are high quality, professionally produced, make use of innovative design and effective photography
For some good examples, visit the Mercat Tours website or the Dynamic Earth website.
This score is about the level of information provided for all your visitor types. It’s about having accessible information online that will quickly answer queries your potential visitors might have.
- There is clear information on how a visitor can plan their day with up to date and accurate opening times, directions, contact details and pricing both on the website and any printed brochures
- Additional information is available for a variety of visitors – those with accessible requirements, families and foreign visitors
- Online reviews are responded to
- Direct queries are responded to promptly with an answer which enhances the visitor experience by exceeding expectations
- There is reassurance of the current quality on offer (star badge, online reviews)
- The Google Knowledge Panel is claimed, up to date and fully populated with correct information and professional images
Five-star scoring for this section comprises comprehensive, clear and concise directional advice for all visitors.
- The Google Local Knowledge Panel has accurate mapping
- Website directional information is immediately obvious and has a link to Google mapping with zoom function or detailed OS mapping
- Public transport information is comprehensive and easily found
- Postcode is highlighted
- There may be a comprehensive and effective system of Brown Tourist Signage commencing at the earliest opportunity, offering distance to attraction and these signs are well maintained, legible and unobscured
For good examples, visit the Royal Yacht Britannia website or the National Museum of Flight website.
At the five-star level, your booking procedure will be fit for purpose, clear and easy to use. Information provision at every stage will be comprehensive.
- There are clear and obvious instructions on the website/brochure on how to book – book now button, offered on most website pages
- The online booking procedure is intuitive and ensures understanding and reassurance at each stage of the process
- A secure payment process will be in place
- Terms and conditions are clear, easy to understand and include the cancellation policy
- Opportunity to collect and provide for a comprehensive list of additional needs such as accessibility and dietary requirements
- Detailed information provided pre, during and post booking on all aspects of the experience, for example, meeting point, departure time, overview of tour, clothing to wear, any alternative arrangements, food and drink provisions
- Confirmation and receipt provided promptly and email/message reminders before visit date
- Staff available online and/or by phone to undertake bookings, answer any queries and offer additional reassurance to visitors
For good examples, visit the Seafari Adventures Oban website or the Go to St Kilda website.