PERTH STADIUM MANAGEMENT WINS PINNACLE AWARD FOR CUSTOMER SERVICE EXCELLENCE
The Pinnacle Award acknowledges PSM’s commitment to customer service, and positions the organisation as leaders in the delivery of fan-first experiences.
PSM received the accolade as the result of a successful strategy to provide a world-class, total management service at Domain Stadium– placing the customer at the heart of everything they do.
General Manager at PSM Gavin Taylor said the team are very proud of this achievement as customer service has been PSM’s core focus since forming earlier this year.
“It is an ethos of ours that while the building we operate in remains largely the same each year, we can continue to improve the service experience through a committed and engaged workforce focused on the customer.”
“We have developed a customer service strategy that delivers a ‘door-to door’ experience for fans – meaning that we focus on the journey and the experience of the fan from the time they leave their door, to the time they arrive at the Stadium, before heading home again.”
“Our key achievements have been the development of a HR framework to support the delivery of best practice customer service, implementation of a four year Customer Service Strategy, development of a Customer Service Charter, reaccreditation with the Customer Service Institute at the higher level of Integration and significant improvements in customer satisfaction.”
The focus on customer service has delivered measurable improvements in the event experience for fans at Domain Stadium, with Customer Service satisfaction up by 20% and Overall Experience satisfaction up by 13.3% since 2011.
For more information about Perth Stadium Management visit www.perthstadiummanagement.com.au
ABOUT PERTH STADIUM MANAGEMENT
Perth Stadium Management is a strategic alliance between the West Australian Football Commission (WAFC), Delaware North, Live Nation and Ticketmaster. Together the partners provide the ultimate in Perth venue management. All partners bring substantial experience of operating in Western Australia, providing local leadership and global capacity in stadium management with the highest level of international customer service accreditation. Perth Stadium Management has been managing the 43,500 capacity Domain Stadium since March 2015 and has already introduced new retail, corporate hospitality menus and food outlets, as well as securing major events for 2015 including Monster Jam, AC/DC and Fleetwood Mac.