CUSTOMER CHARTER REPORT 2005
(Wednesday 19th April 2006)
 The 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 Club’s 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 fans’ 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, Kids’ 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 fans’
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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