CUSTOMER CHARTER REPORT 2005
(Wednesday 19th April 2006)
Customer CharterThe Football League has published its annual report on Club Customer Charters. The 'Customer Charter' initiative was instigated in 2001 by the Independent Football Commission in an effort to improve customer service to supporters with Football League commenting in this latest report, "These Charters set the benchmark for a standard of service that supporters can expect at each club - and for the procedures to take if that benchmark was not met."

The report contains feedback from Wycombe on the three promises it laid down for the 2004/5 season as well as giving a first public airing to the promises for the current season - albeit with only a month of the season remaining. The Club are understood to be in the process of completely revamping the Customer Charter will has remained virtually unchanged since it was first published nearly five years ago.

The following is extracted from The Football League Customer Charter Report 2005 - published April 2006 - www.football-league.co.uk
PROMISES 2004/05
1 To improve customer services and response times in relation to ticketing and all aspects of matchday delivery to customers - covering tickets, food and drink, programmes and merchandising - through the publication of local service standards and a formal complaints procedure.

Feedback from Club: We tried to improve service in these areas but despite an improvement the Club was still dissatisfied and has now implemented a new ticketing system for season 2005/06. The Club has also taken matchday public catering around the ground back in-house, revamping and reducing prices in an attempt to increase customer service and satisfaction.

2 To maintain effective communication channels with all supporter groups in the aftermath of the change in the Clubís constitution and the creation of two formal bodies, the Founder Shareholder Trust and Wycombe Wanderers Supporters Trust, by publishing a series of plans covering the use of our official website and other media. This is likely to include formal surveys designed to test effectiveness and take feedback on new ideas and initiatives.

Two new directors have been appointed, one representing The Supporters Trust and the other the Founder Members Trust. These Directors attend all board meetings and give feedback to their respective members in particular and supporters in general. Five fansí forums were also held during the season.

3 To re-shape the matchday proposition in order to improve entertainment value, add to the attractiveness of a day at Wycombe Wanderers and so increase the family of supporters to the benefit of an enhancement to gates. This process has already commenced with an exciting new formula delivered at the first League game of the new season.

A free game was arranged for the Chester City fixture in March. Entertainment, bands, Kidsí Club on matchdays and face painting, were all introduced together with many other initiatives designed to improve the matchday experience.

PROMISES FOR SEASON 2005/2006

1 To maximise promotion and use of the WWFC brand image of light and dark blue quarters by wearing the home shirt design for a minimum of 14 Football League away fixtures during the season 2005/06. (*)

2 To further improve on communication with supporters by arranging a minimum of four fansí forums in association with the key supporter groups; by publishing a minimum of two newsletters for free distribution to supporters; through community schemes; and by publishing a minimum of four special feature articles on the official club website.

3 To install and implement a new electronic ticketing and customer relationship management system and to develop a functional database of all current and potential supporters for improved communication and customer care. Also to confirm assurances that all such customer contact data will be used only by the football club and that no customer data will be provided to any third party, including club sponsors, for any commercial, marketing or sales promotion purposes.

* COTN comment: With two away games remaining in season 2005/6, Wycombe had worn the light and dark blue quartered shirt on 13 occasions.
Click here to download the complete Customer Charter report 2005 in PDF format (3.4MB) via www.football-league.co.uk



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