For being “the gold standard in providing fans with the best matchday experience”, City have become the first club to win both the VisitFootball Club of the Year and Warmest Welcome titles.
The VisitFootball Awards are part of a national scheme that is improving standards of fan experience at football stadia. A panel of industry experts from the football and customer service industries decided the award winners.
The judges comments declared: ”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 matchday 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.
“The vibrant stadium hub, CitySquare, with its excellent pre-match entertainment for supporters of all ages, is now established as a focal point for fans.
“Service in the Club Shop was exceptional, with helpful, friendly staff. Catering facilities were very good, with an interesting range of quality food, including ‘Fan Fare’ kiosks by Jamie Oliver, Grab and Go kiosks, new hot dog carts and beer buggies.
“The club has invested in new catering equipment, fan facilities and digital menu boards throughout the stadium concourses.
“What we like about Manchester City is that they demonstrate a strong fan centric ethos. Staff are committed to providing a warm welcome and consistently deliver an exceptional service.
“The City Playmakers at Joe Mercer Way are pro-active, friendly and enthusiastic – they offer a great welcome from the club.
“All stewards had a warm approach, but at the same time there was a very good sense of safety and security around the stadium. From start to finish Manchester City get it right.”
VisitFootball, a joint venture between the Premier League and the national tourism board VisitEngland, has been assessing the care that customers receive at football grounds since August 2010 and gives out annual awards for those who deliver outstanding customer service.
The awards encourage best practice as Premier League clubs work harder to make more fans feel welcome.
Cardiff City received the Extra Mile Award for being “pioneers in looking after away fans”. The fourth award, Unsung Hero, went to Everton’s Stadium Manager Alan Bowen, for having “the supporter at the heart of his thinking and ideas”.
