2014/15 VisitFootball Results
West Bromwich Albion Football Club is delighted to have achieved second place for its hospitality guest experience in the Premier League’s VisitFootball with a score of 80 percent.
The Club has achieved this result by focusing on creating as seamless a customer journey as possible. The assessor commented:
“On this occasion, improvements particularly in the customer care provided by the staff ensured that an overall very positive experience was observed throughout the journey. Our food was all extremely well presented and the Chef is to be commended for his attention to detail and superb technical skills as well as consistency applied across all the dishes.”
VisitFootball is a project that launched during the 2010/11 Premier League season that aims to recognise clubs effort to improve the supporter experience. Every season each Premier League club is visited five times by LiveTourism who specialise in developing and managing the customer journey. They evaluate the quality of the supporter journey from pre-visit, to attending and leaving the game, feedback to the club and provide recommendations for improvement.
Mandy Lane, Director of LiveTourism explains “the visits also include evaluating the hospitality guest experience. Using VisitFootball as a benchmark, West Bromwich Albion has considerably improved the experience for hospitality guests achieving an impressive 80% last season and finishing second place across all Premier League clubs”.
Adrian Wright, Sales & Marketing Director at West Bromwich Albion, said: "To finish above the likes of Manchester United and Chelsea is a great achievement. It falls in line with all the hard work and effort we have put in throughout the season and I thank all of the staff associated with this result. We also work closely with the University College Birmingham to identify and educate the next generation of hospitality talent, so it's a proud status for all of us to achieve. Hopefully we can strive for the top spot this coming season.”