Manchester City shortlisted for customer experience award in top Stadium Business Awards - Manchester City FC

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City of Manchester Stadium internal during match
Season 2011/12

City make shortlist to land top business award

  • 13 April 2012 14:13
  • Posted by Peter Ferguson

City have been shortlisted as finalists in the Customer Experience category for TheStadiumBusiness Awards.

The nomination highlights City’s commitment to customer service, as enshrined in the five-point City Promise to the club’s fans.

It follows a survey of supporters conducted by the Premier League, which showed that City topped the table on its facilities for fans to bring children to the stadium (4.41 out of 5).

The club also came first on how welcome fans were made to feel when arriving at the ground (4.16), stadium announcements (4.01), and cleanliness (4.43).

Overall, 82 per cent said City offered better customer service than five years ago, with 97 per cent of match-attending supporters saying they felt very positive towards the club.

“At every level of the club, we treat customer service as a number one priority,” said Steve Sayer, Operations Director.

“We’ve worked incredibly hard over the last couple of years to provide an experience at the Etihad Stadium that matches any you’ll find anywhere else in the world, so we’re delighted our hard work has been recognised with this award nomination.”

Recent improvements to the supporters’ experience on matchdays at the Etihad Stadium include:

The purpose-built City Square, the Premier League’s first permanent outdoor fan entertainment zone

Child-friendly features in the Family Stand, such as interactive chalk boards, face painters, specially-lowered food counters, and a dedicated family meet-and-greet team, "City Family"

EA Gaming Hubs inside the stadium

City Fan Cam, which created virtual avatars of players inside a high resolution picture of the Stadium captured on a match day. Fans could zoom in on their images, tag one another and share it on their social media channels.

Now in their third year, TheStadiumBusiness Awards will be judged by an independent panel of industry figures.

“Every year we’re impressed by the incredible level of innovation and professionalism, and this year was no exception,” said Ian Nuttall, founder of TheStadiumBusiness Summit. “Nominees should be very proud of their achievements.”

The winners will be announced at a gala awards evening during TheStadiumBusiness Summit at the Museo dell’Automobile Turin, Italy on 15 May.

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