Clubs Earn Customer Care Recognition

Four Barclays Premier League clubs have received awards for the quality of their customer care as part of a national scheme run in partnership with the national tourism body VisitEngland, with Arsenal, Fulham, Liverpool and Manchester City all recognised. 

The scheme aims to improve the fan experience at football stadia. 

All 20 clubs were considered across eight areas of the supporters match experience, such as ticketing, stewarding, catering, toilets and club shop. 

Arsenal was voted the VisitFootball Club of the Year for their “simply outstanding service”. City received the Best Fan Innovation for their City Square and Family Stand projects, while Liverpool’s stewards won the club the Warmest Welcome award. 

The fourth award, Unsung Hero, went to Fulham’s Supporter Liaison Officer Tommy Guthrie for his detailed dedication to supporters.

The scheme is set to be expanded for the 2012/13 season to include the assessment of facilities for away support, accessibility and hospitality. 

Richard Scudamore, Premier League chief executive 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 Arsenal, Fulham, Liverpool and Manchester City providing that, but they are going above and beyond.’

‘A lot of effort has been put into making Premier League grounds more safe and welcoming over the last 20 years, which is why we have seen traditional fans being joined by more sections of society. Nearly a quarter of attending fans are women now, 13% of season ticket holders are children and overall 63% of supporters coming to a match do so with a family member. There are increased expectations among this more diverse audience and VisitFootball shows that the Premier League is taking customer care very seriously.’