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City promise
Season 2010/11

The City Promise

  • 23 August 2010 20:50
  • Posted by Chris Bailey

We are today proud to launch the City Promise, our new customer service initiative aimed at making a visit to the City of Manchester Stadium the best experience in world football.

We are delighted to be ranked in the top four Premier League clubs for the quality of our facilities and the level of service delivered by employees but we know that there's plenty of room for improvement.   

The five-point ‘Promise’ (listed below), builds on our existing key values of Pride, Passion, Professionalism and Perseverance.

It highlights our commitment to all visitors to any of the club's three sites at the City of Manchester Stadium, the Platt Lane Youth Academy and the Carrington Training Centre.

We have designed the Promise to extend through the full organisation to the thousands of staff who are employed every match day, including stewards and catering staff, whilst also being applicable to all permanent club employees.

1. We will give you a warm and friendly welcome

2. We take pride in ourselves and our surroundings

3. Your safety is our priority

4. We will go the extra mile to help you

5. We want you to enjoy your day at Manchester City

It's a big challenge and we know that we'll only get better by listening to our supporters. We need to know what's important, where we're performing well and where we need to improve.

To do this, we are actively inviting supporters to share both positive and negative feedback at any time via The Fans section of the website, .

Email questionnaires will be regularly distributed amongst supporters to enable us to monitor how well the Promises have been adhered to by all staff and to prompt further training or improvement in non-football areas of the business which are deemed to be falling short of the desired standards. Performance updates will be posted on the website throughout the season with details of physical and operational changes to have been introduced as a result of supporter feedback. 

The City Promise is the result of a period of extensive research by club officials into the very best in customer service and is an initiative of which CEO Garry Cook is very proud, saying:

"Manchester City already has an excellent reputation throughout English football for being a hospitable and friendly club to visit, for fans of this club and also to our peers in the Premier League and beyond.

Every effort has always been made to ensure that everyone who visits the club is made to feel welcome and safe in their surroundings and the City Promise is our way of placing on record the sense of responsibility and commitment that we feel to football fans everywhere that they will be well looked after when they visit Manchester City Football Club."

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