Manchester City scoop best customer experience award for setting ‘benchmark’ in Premier League

By Chris Bailey

Manchester City have given their fans another trophy to smile about after picking up an award for customer service in the Premier League.

VisitFootball – a joint tourism venture between the Premier League and VisitEngland – awarded the champions ‘Best Fan Innovation’ for their City Square and Family Stand projects.

All 20 Premier League clubs were judged in areas such as ticketing, stewarding, catering, toilets and judges hailed all the teams for improving their supporters’ experience.

Judges of the award said: “Manchester City has set the benchmark for football clubs with their City Square and Family Stand.

“The all-weather food and drink outlets, giant TV screens and post-match player and legend appearances in City Square are clearly a hit with the fans.

“This is how to look after people so they will want to come again.

“In the Family Stand it’s the little things that matter: the catering where the kiosk is at child height, the age-appropriate food portions, the entertainers who keep young fans engaged, the breast-feeding facilities for mothers.

“This is thinking about their fans as customers at the highest level.”

VisitFootball have been assessing the care that customers receive at football grounds since August 2010, and it is the first time awards have been handed out.

Premier League Chief Executive Richard Scuadmore said: “The one thing that you cannot guarantee at a Premier League match is the result but one thing we should be striving for is that every fan who comes into our grounds is receiving a high standard of experience.

“As the VisitFootball Awards show, not only are clubs like Manchester City providing that, but they are going above and beyond.”

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