CUSTOMER CHARTER 2011/2012
At Coventry City Football Club we care about our customers and within this Customer Charter we outline the minimum standards of service that all customers should expect.
We are constantly striving to improve in everything we do and are committed to providing the best facilities and excellence in service. The best way for us to continue to improve is to listen to the views of our customers so if you have any comments to make about this Charter or any other customer service issue please be assured that we will welcome your feedback.
You can contact us by:
email:customer.services@ccfc.co.uk
Telephone: 0844 873 1883, Mon - Fri, 9am-5pm
Or write to:
Customer Services
Coventry City Football Club
Ricoh Arena
Phoenix Way
Coventry
CV6 6GE
We will respond, initially to all correspondence within 5 working days.
2011/12 Key Objectives
For the start of 2011/12 season the Club will be actively focusing on three objectives to both add value to our products and provide easier access.These are:
Tickets:
We will simplify our pricing, for 2011/12 there will be just two prices for adults and concessions for Season Tickets and three for Matchday pricing, with the addition of higher discounts in our dedicated family zone. Overall 60% of our supporters should pay the same or less than 2010/11.
Membership:
For 2011/12 CCFC will overhaul the JSB scheme, it will be split into smaller age bands, with enhanced and specific benefits that are more fitting to today's young supporters. Our young supporters club is one of the oldest in the country and started back in 1970.
We will also introduce a range of adult memberships, both domestic and international levels, with a varied range of benefits to suit. See ccfc.co.uk for more details.
Groups/Matchday Activity
During the 2010/11 season CCFC introduced a new groups tickets package that offers reduced price tickets for groups of 20 or more. Additionally, larger groups can participate in one of our Matchday experiences which include; parading round the pitch, centre circle shirt shaking, joining the guard of honour and post match penalty shoot-outs. The pilot has worked really well and a full version of the scheme will be included across the entire 2011/12 season.
Tickets for Schools, this scheme will be updated and we will provide dedicated "school" themes on a at least 4 fixtures throughout the season, schools will be rewarded for sales with Matchday experiences similar to our groups scheme. The scheme, which provides low cost tickets to young school children and their parents is open to any school within Coventry and Warwickshire, see ccfc.co.uk for details.
For convenience relevant information can be found under the following headings:
Ticketing
Membership
Facilities for Disabled Supporters
Discrimination
Staff Conduct
Communication
Merchandise
Community Activities
Data Protection
Complaints Procedure
1. Ticketing
Ticket Information
Information on ticket availability etc, will be monitored daily and updated as soon as information is available.This information can be obtained by telephoning our Ticket Office on 0844 873 1883, in person at the CCFC Superstore or online at ccfc.co.uk
We offer a wide choice of seating and a range of Season Ticket prices that enable customers to select a ticket to suit their budget. Details are available online at ccfc.co.uk or in person at our CCFC Superstore.
Season Tickets offer a range of privileges and pricing that make them the most cost effective way of seeing the majority of games, the club however is committed to increasing support and attendance from as many areas of the community as possible and from time-to-time will issue special offers and promotions to encourage such support.
Season Ticket holders are offered the opportunity of spreading the cost of their tickets through a Direct Debit scheme.
The Club will limit Season Ticket sales in each specific area, including wheelchair seating, so that a minimum of 5% of our home supporter capacity will be made available for sale on a match-by-match basis.
2,226 seats within the home section of the stadium are in our designated Family area. We regulate the sale of adult tickets against junior tickets in this area to retain and foster an atmosphere that is welcoming to our younger supporters, for this reason this area is not available to purchase online.
In line with national and FA legislation, the whole Stadium is designated a non-smoking area.Anyone who is found smoking will be ejected from the ground. For anyone considering leaving the stadium to smoke, please note that no re-admission to the ground will be permitted.
Ticket Allocation
We operate a ticket booking priority system for both home and away matches to ensure that tickets are allocated to supporters fairly. Please note that prior to any tickets going to general sale, where relevant, members or Season Ticket holders can only purchase one ticket each.
Ticket priority for home league matches
Season Ticket holders, their own seat for every home league match.
Members - standard level and above, PSL's, JSB's and Executive Club.
General Sale.
Ticket priority for FA Cup and Carling Cup home matches
Season Ticket holders option to purchase their own seat.
Members - standard level and above, PSL's, JSB's and Executive Club.
General Sale.
Ticket priority for away matches
When the club receives a limited allocation of tickets for an away match, it reserves the right to allocate tickets to Away Season Tickets holders first and then priority to Season Ticket holders who have attended a minimum number of away matches in the season.Please note that for the Club to be able to register away match tickets they must be purchased directly from CCFC Superstore or online at ccfcshop.co.uk against your Season Ticket supporter number.
For away matches where we have sufficient tickets to meet general demand the following priority will apply:
Away Match Season Ticket holders.
Season Ticket Holders
Members - standard level and above, PSL's, JSB's and Executive Club.
General Sale.
Refunds
Season and Matchday tickets are sold subject to the terms and conditions of sale, which are available via our website; ccfc.co.uk or the CCFC Superstore.
Once purchased tickets cannot be exchanged or refunded.
Concessions
Concession/reduced priced match tickets are available to juniors under the age of 18, supporters aged 60 plus and members of the armed forces with an active Warrant Card, proof is required. Similarly concessionary Season Tickets are available to supporters aged 60 plus, members of the armed forces with an active Warrant Card, supporters with a disability who are in receipt of the mobility component of Disability Living Allowance, juniors, JSBs and young supporters aged 21 and under. Any supporter who claims the medium or higher rate component of Disability Living Allowance is entitled to bring a Personal Assistant to accompany them free of charge.
Away Supporters
CCFC has a fully enclosed all seater stadium and this includes a dedicated away end for supporters visiting from other clubs, the capacity of which is 6,409, this exceeds the statutory10% required by the Football League.
Admission prices for away supporters will be no higher than those charged for Matchday tickets for home supporters in comparable areas.
Concession prices are offered to reflect the same discounts home fans are offered (see above).
2. Membership
The Club operates a range of Membership schemes
Junior Sky Blues (JSB), for supporters aged 0-15 years.
Student, for full-time students with a valid NUS card.
Starting July'11 - Adult membership for both UK based and international supporters.
Adult Club members benefit priority for home and away matches, no ticket booking fees on their own match ticket, no Matchday price increase and much more, see ccfc.co.uk for details.
The Junior Sky Blues membership includes a number of benefits which can be viewed on its own dedicated website at ccfc.co.uk
3. Facilities for Disabled Supporters
All members of staff within the ticket office will have information on our disabled supporter facilities, ticket allocation or other general enquiries, please call 0844 873 1883 (Option 2).
4. Discrimination
Coventry City Football Club will not tolerate any form of discrimination against any person and will take specific action against supporters who engage in racist, sexist, homophobic or disability discrimination abuse, chanting or intimidation.
We support the Commission for Racial Equality in "Kicking Racism Out Of Football".
5. Staff Conduct
The Club is committed to providing quality services for all of our customers. We will do our best to provide equal access to you by offering additional help if you think it is needed.
The Club is committed to providing quality services and products for everyone, who comes into contact with or visits Coventry City Football Club.
As per our Mission Statement, this means when meeting you face to face, we will:
·Be polite, courteous, friendly and helpful and listen to you, giving you our full attention.
·Use plain language and avoid jargon.
·Ensure that any office you are visiting is tidy, clean, pleasant, welcoming and accessible.
When answering telephones, we will:
·Answer calls as soon as possible.
·Greet you in a courteous and helpful manner.
·Let you know which part of the organisation you are speaking to.
·Be polite, friendly, helpful and interested in your call.
·Find out who can best help you, redirect your call if necessary and call you back if appropriate.
If you feel that a member of staff deserves special praise or thanks please let us know.
6. Communication
Information
The Club's official website ccfc.co.uk is updated daily to ensure all news, information and its position on major policy issues reaches our customers as soon as possible.
On a match day our programme and public address system both inside and outside the stadium gives up to the minute information on ticketing and events.
The press and media are fully briefed on a regular basis by the Club's Press Office
Full details on ticketing, membership ticket priority, etc is sent to all Season Ticket holders and members prior to the start of the season.
Consultation
The Club is committed to a policy of continual improvement in the service it offers its customers and actively seeks and encourages feedback to aid this quest through the following:
Via the feedback feature on the Club's official website at ccfc.co.uk
Regular meetings with the official Supporters Club
Forums seeking feedback from our customers on specific areas of our operation.
Supporters' Forum - a cross section of supporters meet with key members of the Club's management team on a regular basis to discuss Club issues and policies.
Football League customer service assessments.
Local Charities
The Club actively supports a number of local charities chosen prior to the start of each season. This support involves player appearances, promotions and assistance with fund raising activities through the supply of signed Club merchandise.
7. Merchandise
The Club's home replica strip design has a minimum lifespan of one season and the away replica design has a minimum lifespan of two seasons.
The Club provides information indicating which season(s) each strip applies to.
Details of the next intended change of kits are available from the Club shops.
The Club carries out its obligations under the League Rulebook to prevent price fixing in relation to the sale of replica strip.
The Club offers refunds on merchandise in accordance with its legal obligations.
8. Community Activities
Sky Blues in the Community
Sky Blues in the Community received charitable status in December 2008 and encompasses many of the Club's community project activities.
The organisation remains totally committed to grass roots football development involving football participation, training and coaching together with a range of educational and healthy lifestyle initiatives throughout the community, working in many cases with key organisations as a preferred delivery partner.
Our emphasis is on encouraging boys, girls and adults to enjoy themselves and to take part in all football related activities. We ensure that all those who participate in any Sky Blues in the Community activity will receive the same high standard of coaching, tuition and professionalism irrespective of age, sex, ethnic background or ability. All of our activities are delivered by experienced FA qualified coaches and all staff working unsupervised with children have completed an enhanced level CRB (Criminal Records Bureau) check.
More information about the activities of Sky Blues in the Community can be found on their website www.ccfc.co.uk/community
9. Data Protection
Coventry City Football Club (CCFC) is committed to maintaining your privacy in accordance with the data protection act 1998. Out Privacy Policy explains our commitment to data protection and the use of your information you with the goods, services and information you require, see ccfc.co.uk for further information.
10. Complaints Procedure
If any customer has a complaint or query we encourage them to contact the relevant department within the Club, preferably by email or letter.All complaints and responses are logged on the Club's customer database. Whilst our aim will be to resolve a complaint as soon as possible we do give an assurance that we will respond within a maximum of 5 working days.
You can contact us by:
email:customer.services@ccfc.co.uk
Telephone: 0844 873 1883, Mon - Fri, 9am-5pm
Or write to:
Customer Services
Coventry City Football Club
Ricoh Arena
Phoenix Way
Coventry
CV6 6GE
Should any customer not receive an answer to a complaint or is not satisfied with the answer given to that complaint then they can take the matter further by contacting the Football League.Contact information for the Football League is:
The Football League Customer Services Department
Operations Centre
Edward VII Quay
Navigation Way
Preston
Lancashire
PR2 2YF
Email: enquiries@football-league.co.uk
Telephone: 0844 335 0183
If a customer is still not satisfied that the complaint has been resolved they should contact the Independent Football Ombudsman (IFO).Contact information for the IFO is:
The Independent Football Ombudsman
Suite 49
57 Great George Street
Leeds
LS1 3AJ
Email: contact@theifo.co.uk
Telephone: 0800 588 4066
