CUSTOMER CHARTER
2011/2012
MISSION STATEMENT
Swindon Town Football Club Ltd (STFC) will commit itself to providing the highest standards of service excellence and professionalism to its sponsors, supporters, customers and commercial partners at all times.
2011/12 OBJECTIVES
The key STFC objective for the 2011/12 season will be to continue to build upon the firm foundations of customer service that have already established and continue to deliver value for money propositions throughout.
CUSTOMER SERVICE
STFC will respond to any contact from a customer by telephone, letter, e-mail or fax within 10 days.
The club shall appoint a person within its staff to act as the Club Customer Services contact and that person will be available to accept calls or enquiries during the normal business hours of the club.
The appointed member of staff is Adam Wainwright, he can be contacted on 0844 8801094 or via email at adam@swindontownfc.co.uk
If a customer has a complaint or enquiry relating to one of the following specific issues the following members of staff can be contacted:
Ticketing: Jason McGinley jason@swindonotwnfc.co.uk 0871 876 1993
Staff Conduct: Marie Saunders marie@swindontownfc.co.uk 0844 880 1092
Merchandising: Clare Scarth clare@swindontownfc.co.uk 0871 876 1969
Catering: Chris Abrook chrisa@swindontownfc.co.uk 0844 880 1093
Racism: Mark Isaacs mark@swindontownfc.co.uk 0844 880 1099
Disability Issues: Mark Isaacs mark@swindontownfc.co.uk 0844 880 1099
Stadium Facilities: Mark Isaacs mark@swindontownfc.co.uk 0844 880 1099
Community Work: Steven Weller steven@swindontownfc.co.uk 0844 880 1113
STAFF CONDUCT
As a professional football club, a member of the Football Association and The Football League, STFC is committed to confront and eliminate discrimination whether by reasons of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability.
Swindon Town FC is an equal opportunities employer. We are committed to equal opportunity within our own organisation and will endeavour to encourage similar commitment from others within the game.
Equality at STFC means that in none of our activities will discriminate against any person on the grounds of sex, sexual orientation, race, nationality, ethnic origin, colour, religion or disability and this includes:
• The advertisement of jobs
• The selection of candidates for employment or promotion
• Job location or working environment
• Pay and employment terms and conditions
• Internal training and development activities
• Football development schemes
• External education activities
• Football development schemes
• External education activities and awards
Swindon Town FC will not tolerate sexual or racially based harassment or other discriminatory behaviour, whether physical or verbal, and will work to ensure that such behaviour is met with the appropriate disciplinary action.
Swindon Town FC supports the Football Association and the Football League in their commitment to develop a programme of ongoing training and awareness raising events and activities in order to promote the eradication of discrimination.
CONSULTATION AND INFORMATION
STFC will communicate with supporters on a regular basis through the Supporters Club and through various other communication methods i.e. E-mail, website, newsletters, and club programmes and forums.
The club will publicise its position on major policy issues in the club programme and website.
STFC has and will endeavour to continue ways to develop communications with shareholders, sponsors, the local authority, supporters and other interested parties.
The club will give, at the earliest possible notice, any changes to its ticketing policy and will give reasons for that change.
STFC undertakes to carry out the necessary research, including consultation with supporter groups, on the design and number of new strips.
TICKETING
STFC will continue to strive for wider access to matches by offering a broad range of ticket prices.
The club operates a scheme to enable supporters to pay for season tickets by installment at a reasonable rate of interest.
At least 5 per cent of tickets to each game will be made available to non-season ticket holders.
Concessionary prices are available to junior supporters, senior citizens and students. Senior citizens are available to both men and women from the age of 60.
STFC will provide an area of the ground for the exclusive use of family groups and junior supporters.
STFC will provide support for disabled supporters and their helpers. Jason McGinley Ticket Office Administrator can be contacted on 0871 876 1993 or via Jason@swindontownfc.co.uk for details of our disabled facilities and ticket allocation.
The club will always make it clear to its customers buying tickets if these tickets are in a restricted view area.
Season Ticket Holders are given first preference for sales of tickets to away matches.
Tickets for Cup competitions are priced accordingly, after consultation with the opposing club.
STFC asks for any unwanted tickets from opposing clubs be returned 24 hours before a game so they can be redistributed and offered for sale at the away ticket office on the day of a match.
The club will always endeavour to make any unwanted or returned tickets available providing that in doing so they do not breach any ground regulations or breach the clubs' Safety Certificate.
STADIUM
STFC will ensure that the County Ground stadium is maintained to the highest possible standards of cleanliness and safety. Under the direction of the Stadium Manager and the Match Day Safety Officer, the safety of supporters and visitors to the stadium will be of paramount importance.
ACCOMMODATING AWAY SUPPORTERS
STFC abides by Football League Regulations governing the allocation of tickets to visiting clubs.
The club does not charge admission prices to supporters from a visiting club which are higher than those charged to our own supporters for comparable accommodation.
Our concessionary rates offered to our own senior citizens, junior supporters and students apply to supporters of a visiting club.
MERCHANDISE
STFC will make all supporters aware when a replica strip is launched (date of launch) and the life span of the kit, through its club programme, any merchandising catalogues, through e-mail communications and with visible signage in the club shop.
The club will make details available of any intended change of kit through its club shop and the club carries out its obligations under Football League Regulations to prevent any price fixing in relation to the sale of replica kit.
STFC will always offer refunds on merchandise in accordance with standard retail practices and as part of its legal obligations.
COMMUNITY ACTIVITIES
Swindon Town FC will endeavour to work closely with all sections of the local community to promote the club as a family orientated sporting organisation. Through its links via the local education authority, schools and other community organisations STFC seeks to act as a role model in encouraging healthy and active lifestyles.
MEMBERSHIP & LOYALTY SCHEMES
STFC operates a Membership Scheme that is designed to create an even greater bond between the club and its supporters.
Attached to the Membership Scheme is a loyalty programme that recognises and rewards the commitment that supporters make to the club.
The two membership tiers are:
Junior Red (15 and under) : £15 per season (can be used in conjunction with Under10's go each matchday as long as they are a Junior Red)
Club Red : £25 for Season Ticket holders and £30 for non Season Ticket Holders
For full details of Membership please view swindontownfc.co.uk or email membership@swindontownfc.co.uk
