Glassex Customer Charter
Our Mission Statement
The Glassex team is committed to delivering outstanding exhibitions,
seminars and events that characterise and reflect the dynamic markets
of the wider glass and glazing industry. We promise to do this via close
relationships and cooperation with our visitors, exhibitors, venue providers,
external contractors and with the knowledge and expertise of our team.
We aim to maintain our position as the pre-eminent event in the glass
and glazing industry, to inform, inspire and interest our visitors,
to assist our exhibitors in deriving the maximum potential from the
exhibition and provide the industry with a representative event. In
everything we do, we will maintain the highest standards of service
and customer care.
Our Charter
We will fulfil our Mission Statement by making the following commitments
to our customers -
Service Schedule
• The Glassex team will be courteous and helpful at all times.
Exhibitors and visitors will be treated with respect. We will always
endeavour to exceed customer expectations.
• The team will possess sound knowledge of Glassex and the sectors
it serves.
• All enquiries will be dealt with promptly and all correspondence
will be acknowledged. Telephone calls will be answered promptly, emails
acknowledged same day, letters, faxes and emails qualitatively answered
within 5 working days and potential exhibitors (Based in the UK) will
be offered a face-to-face appointment within 10 working days.
• We will make every effort to personally visit every exhibitor
at their place of business in order to better meet their needs by understanding
their company, their products and services.
• Subject to contracting stand space at Glassex, exhibitors will
be contacted within ten working days by a member of the Glassex Operations
team to offer advice on operational issues, such as NEC stand build
regulations, health and safety and when necessary, to assist exhibitors
in using the online manual.
• Subject to contracting stand space at Glassex, exhibitors will
be contacted within ten working days by a member of the Glassex Marketing
Team to advise and assist exhibitors in achieving their marketing goals.
• Complaints will be dealt with by the appropriate manager, resolved
promptly and the course of action confirmed in writing.
The Event
• We will produce information about Glassex and the services we
offer that is accurate, clearly defined, useful and up to date, including
information about how to contact us and a regularly updated online floorplan.
• We undertake to promote Glassex as widely as possible to all
relevant and developing markets, using a range of media including direct
mail, the trade press, electronic media and overseas exhibitions.
• We undertake to submit our visitor data to the Audit Bureau of
Circulations for independent verification.
• All press material will be truthful, accurate, verifiable and
signed off by a senior manager.
• Glassex visitor data will be stored and managed in compliance
with the Data Protection Act and will only be made available to exhibitors
for direct mail via an accredited mailing house.
• After every event we will give every exhibitor and a cross section
of visitors the opportunity to provide feedback on the exhibition. We
will use this feedback to help us make strategic decisions and to monitor
our performance. In addition, we will invite and maintain open communications
throughout the year to better understand how the industry is developing
and changing.
August 2006