Our best-ever quality assessment score from VisitEngland achieved this month

Earlier this month, we had our annual assessment from the Visitor Attractions Quality Assurance Scheme (known as VAQAS) which is operated by VisitEngland. With the fantastic combined efforts of all involved, we achieved 95%, improving our 2025 score of 94%. This accreditation is a nationally recognised initiative that highlights the very best in days out. The assessment is thorough and rigorous, and helps us to demonstrate to our visitors that we are among the best places to go in England. Our impressive score of 95% also shortlists us for a Gold Award, which we achieved for the first time last year.

Some stand out comments from our assessor include:

There is little not to admire about the experience. The museum’s cross-generational appeal is
particularly commendable, creating opportunities for families to share stories and memories
across age groups. This emotional connection elevates the attraction beyond simply being an
open-air museum.

Staffing is a clear and significant strength and plays a major role in the attraction’s success. The
team consistently delivers warm, engaging and highly professional customer care, which greatly
enhances the overall visitor experience. A score of 95% is fully justified and reflects the
exceptionally high standards observed throughout the visit.

A visit is not complete without trying the famous Hobbs and Sons fish and chips. Cooked in beef
dripping and served hot in paper, they lived up to their reputation. The food was excellent,
perfectly cooked fish and crisp, flavoursome chips in keeping with the heritage setting.

We’d like to thank everyone for your continued fantastic work in making us an outstanding visitor attraction, worthy of such a fantastic score. The results show that your hard work in embodying the values of Our Bostin’ Promise truly make us an unforgettable experience for our visitors.

In particular, some of the colleagues that were working on the day of the assessment (Saturday 16 May) who are mentioned in the report include:

• The admissions team, who “provided a warm and friendly welcome and clearly explained both the annual return offer and the Gift Aid scheme”
• The mine gas show team who delivered their show “with enthusiasm, humour, audience participation and dramatic effects – creating a memorable experience for all ages”; as well as those who delivered the colliery tour who “vividly brought the story of mining and industrial heritage to life”, ensuring visitors still gained a strong understanding of this important aspect of the region’s history”.
• Some of the Historic characters who were named include Lizzie and Matthew in the 1940s Cast Iron House, Rich A on the Cinema, and Steve and Denise on transport
• The cleaning team: “Cleanliness standards across the museum were excellent throughout the visit and clearly reflected a well-managed, proactive approach to presentation and housekeeping”.
• Hobbs team: “The outlet was very popular, with queues out the door. Staff worked efficiently to keep lines moving and maintain a positive atmosphere.”
• The gift shop team, who achieved a 100% satisfaction score from the assessor.

We’ll find out whether we achieve a Gold Award once again later this Summer. If you would like to read the report in full, please get in touch with Head of Operations Nick Sellers or Head of Development & Communications Hannah Parsons.