Customer Charter, published in Huddersfield programme
In the Blackpool programme I mentioned that the Club had chosen to make three promises to you our supporters concerning different areas of our service. Today I want to provide details of these promises together with an explanation of what the Charter is.
Since 2001 the Football League has required all of its member clubs to produce and maintain a Customer Charter. It was introduced to improve standards of customer relations between football clubs and their supporters. The intention is to set the benchmark for the standard of service supporters should expect at each club and the procedures to take if the benchmark is not met.
The Football League encourage clubs to continually improve the standards they offer. One way they do this is by asking each club to give their supporters three promises each season on how they will improve their service during the season. The clubs then have to report how they performed against these promises at the end of the season.
The Club has committed to the following promises for this season:
- A systematic method for capturing both positive and negative unsolicited feedback (defined by the Football League as: ‘Justifiable satisfaction/dissatisfaction by anyone over services or facilities offered to the public by the club or any staff acting on behalf of the club’) will be introduced by the start of 2006/07 and the results published at the end of the season.
- Matchday tickets will be available to purchase via the Internet at the start of 2006/07 season. In addition existing season ticket holders will be able to renew their season tickets for 2007/08 season via the Internet.
- The 2006/07 matchday catering experience will be improved by reducing queuing times, not increasing prices for existing products and introducing new varieties of food.
In addition we will tell you, as well as the Football League, the progress we have made against these targets at the end of the season.
Our full charter is published in the programme and can also be found in the Club shop, ticket office and reception and also on the Club website.
Brentford Football Club is not only committed to meeting the Football League requirements but also improving all aspects of the way the Club operates, particularly the areas that directly affect supporters. With this in mind we plan to deliver additional improvements during the season other than those set out as our promises to the Football League. We will keep you updated on progress throughout the season.
Let’s work together!
Jon Gosling
Comments can either be sent to me on or directly via comments page.
19th August 2006