Updated: Wednesday, 11th December 2019 @ 3:04pm

'Gold standard' Man City clinch another double... for fan experience

'Gold standard' Man City clinch another double... for fan experience

| By Hanna Duggal

Manchester City have bagged another two 'trophies' after last season's Premier League and Capital One Cup triumphs, with awards for providing the best Premier League fan experience.

A panel of experts have decided that City will receive honours for their excellent customer service last season – VisitFootball Club of the Year and VisitFootball Warmest Welcome – making them the first club to do so.

The VisitFootball Awards are part of a national scheme aimed at improving fan experiences in football stadia.

The organisers of the VisitFootball awards commented: “What we look for in a VisitFootball assessment are people skills and outstanding levels of customer service.

“Put simply, Manchester City are the gold standard in providing fans with the best match day experience.

“Manchester City has created a strong sense of identity around the Etihad, they make it a destination that both home and away fans enjoy visiting.”




VisitFootball is a joint initiative between the Premier League and the national tourism board VisitEngland, who have been monitoring the level of care fans receive at football games since 2010.

VisitFootball hands out awards annually to those who deliver the best customer service. The scheme encourages Premier League clubs to work harder to make fans feel welcome.

Last season saw a record number of supporters in the Premier League with more seats (95.9%) sold than ever before.

There was also a 3% increase in ticket sales to 491,263 as well as a 2.8% increase in away attendance.

VisitFootball has adapted VisitEngland’s ‘Visitor Attraction Quality Assurance Scheme’, however instead of reviewing tourist attractions such as theatres and museums, it assesses football stadia.

All 20 Barclays Premier League clubs were assessed twice during the 2013/14 season across eight areas of ‘supporter match experience’, including ticketing, stewarding, catering, toilets and club shop.

“What we like about Manchester City is that they demonstrate a strong fan centric ethos,” said VisitFootball.

“The City Playmakers at Joe Mercer Way are pro-active, friendly and enthusiastic – they offer a great welcome from the club.”

Manchester City grounds were described as a destination that both home and away fans could enjoy, with the lively stadium hub, City Square, being complimented for its ‘excellent pre-match entertainment.’

The outstanding service at Club Shop was praised for its ‘helpful, friendly staff.’

Organisers of VisitFootball added: “Catering facilities were very good, with an interesting range of quality food, including ‘Fan Fare’ kiosks by Jamie Oliver, Grab and Go kiosks, and new hot dog carts and beer buggies.”

The club are said to have invested in new catering equipment, fan facilities, and digital menu boards throughout stadium spaces, while accessibility for disabled fans was also assessed.

Stewards at games were described as having a ‘warm approach’ while also maintaining a strong sense of safety and security around the stadium.

Organisers said: “From start to finish Manchester City get it right.”

Main image courtesy of Manchester City FC via YouTube, with thanks.