CUSTOMER CHARTER REPORT 2006
(Friday 18th May 2007)
 The Football League has published its annual report on Club Customer Charters within a new publication and initiative called 'Goals'.
The report contains feedback from Wycombe Wanderers on the three promises made for the 2005/6 season as well as giving a belated first public airing to the 'Goals' for the 2006/7 season. These new 'Goals' included releasing a new 'improved' Customer Charter, appointing a 'Diversity Officer' and opening a new Club Shop at the ground. All three of these 'Goals' have been met.
The report also includes results from the Supporter Survey carried out by the Football League during December 2005 and January 2006. The survey saw over 40,000 responses from users of the Football League's official website network.
The following is extracted from The Football League Customer Charter Report 2006 - published April 2007 - www.football-league.co.uk
PROMISES 2005/06
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.
This objective was achieved. The home shirt design
was worn at a total number of 14 Football League away
fixtures in season 2005/2006.
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.
The club introduced a series of post match question
and answer sessions, open to all fans including the
vast majority who may not be able to attend evening
forums. The management team at the club have also
held a series of evening forums with various sections
of the fans regarding their memberships at the club.
This ranges from our Woodlands Bar members, to
Executive club members and Vice Presidents.
With regard to the publishing of a minimum of 4
special features articles for supporters during season
2005/2006 this was more than fulfilled with articles
ranging from a feature on ‘Wycombe Wanderers from
the beginning’ to ‘Caught in traffic’ (November, 2005) –
an article based on Tommy Mooney’s journeys to the
ground - culminating in our Website Manager being
nominated for the best website in The Football League
at The Football League awards.
A number of newsletters were sent electronically to
supporters via e-mail in conjunction with our website
partners at PTV. Also, on an ad hoc basis, newsletters
were sent detailing events and activities at the club. The
Season Ticket communication for 2006/2007 was also
fulfilled using a newsletter style ‘Blues News’ bulletin.
3. To install and implement a new electronic ticketing system
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.
The Club has progressed significantly on the installation
and implementation of a new electronic ticketing
system. Audience View (AV) ticketing/CRM system was
launched at the beginning of season 2005/2006 and we
are enjoying a successful year having used the system
effectively. Successful migration of data has already
taken place from our legacy systems to Audience View
for the purposes of ticketing. A Database Manager has
been employed to manage the system and ensure that
data is protected and used only by the Football Club.
The data has been used to aid in communication with
supporters via e-mail and SMS text messages.
The Club are looking to develop their use of the AV
system by migrating the data used by the sales and
marketing and community departments onto AV over
the next few months and launching its full use in these
areas by the beginning of 2007. This should ensure
further improved communication channels with
supporters of all ages.
PROMISES FOR SEASON 2006/2007
“ To produce an improved customer charter
which will be widely communicated amongst
our supporters and available in all customer
facing outlets at the club.”
See wwfc.com for new Customer Charter
“ To appoint a Diversity Officer to complement the
work of the Football in the Community
Department in using football as a tool to
encourage ethnic minorities to become involved
with Wycombe Wanderers Football Club.”
See wwfc.com news item
“ To provide a new retail outlet at the Stadium for
the supporters.”
See wwfc.com news item
Click here to download the 'Goals' document including results of Supporter Survey via www.football-league.co.uk
Click here to download the 'Goals' appendix for League Two club 2006/7 via www.football-league.co.uk
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