I don’t know if there is a Customer Journey Manager but if there is one, I have a lot to say to themi! 1) you have to buy tickets at a kiosk far away from the entrance, why? You queue there, then you have to queue again at the entrance. 2) while queuing with my ticket and the queue being stopped for several minutes, some ppl are just getting in without tickets and being given a to ticket without exchange of money at the entrance… so they get free entrance? 3) you have to go through the shop to get to the start of the visit… barely no way. to really see it after security check and the crowd in the shop 4) there is a Thesaurus exhibition, no sign explaning it at all, and there is a film about the chapel in the same room, even though there is no relation. 5) going down to the wall downstairs, big sign just in front of the stairs, impossible to read it properly without getting people annoyed by you standing at the end of the stairs. 6) toilets are not free and are outside in a random place. with the price of the tickets (super expensive!) toilets should be free. 7) there was another exhibition. i was told I need an additional ticket for that. but they are not selling the tickets there. am I supposed to leave the building, go back to the little kiosk outside in the park and queue again?? 8) the royal gardens, not worth it. i went to look at the cafe there. both employees were on their phones and didnˆt bother getting their faces away from their phone when I entered. 9) most employees are very rude except for the one guy at the entrance to the chapel. 10) have some seats here and there for people who needs to sit and can not stand for long period of times… 11) the price is too excessive and no one tells you that the apartments are closed until you bought the ticket, is inside and are looking for the entrance. no information anywhere. 12) audioguide might be a good idea and a room with close ups of the mosaics with explanation of what they represent.