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Mystery Shopper

15 November 2013

Port Vale get thumbs up from fans

Each year 72 Clubs from across all three divisions of The Football League are independently assessed using 'mystery shopper' families as part of the Football League’s ‘Family Excellence Awards’. The Awards involve fans attending games as family groups and reporting back to the Football League. From the first fans survey there was plenty of good news.


Port Vales first feedback form for the 'mystery shopper' visit recognised improvements this season. It included acknowledgements of the new Family pages that have been added to the website. The pages include information on making your first trip to Vale Park and information to make it easier for families to feel comfortable and “in the know” before arriving.


Port Vale’s many initiatives to improve the matchday experience were appreciated. Our loyal mascot, Boomer, was one of the reasons the 'mystery shopper' would return to Vale Park. The pro-active attitude and quality of Boomer's attendance at the games was recognised and appreciated.


Port Vale were also praised on its “realistic view of the financial circumstances of people in the real world.” with appreciation being shown for the Family Ticket bundles, Matchday Programme, shop products and refreshments. The Club Shop was recognised for its improved stock and 'pocket money items' making it affordable for fans to buy souvenirs to enhance their matchday experience.


The feedback approved of the initiatives including the Junior Valiants, Family Ticket bundles and Boomer's Bites boxes. The Junior Valiants club was praised on giving opportunities in addition to discounts. “It goes beyond what I have seen before, in that there are opportunities to go into a prize draw to be a flag bearer at matches and also the chance to be a reporter for the day... This goes beyond the token offering of a reduced seat and attending a training session normally seen.”


The excellent Matchday Programme was applauded on being competitively priced and acknowledging the community interaction the club are working on continuing.


Boomer's Bites boxes were regarded as one of the reasons the 'mystery shopper' would return to Port Vale. “Somebody walking round selling refreshments for children at your seat, rather than trying to look after children whilst carrying food, coats, bags etc between the kiosk and seats.”


Commercial Director John Booth said, “It's nice to see that the new initiatives we have taken on board are reflecting in the eyes of the consumer.


“We have a number of ideas on how we are going to improve matchdays at Port Vale even further over the upcoming season.”


Chairman Norman Smurthwaite, “Port Vale is and will remain a community driven club and I am pleased with the feedback for the first visit from the 'mystery shoppers'


“Port Vale is continuing to improve the matchday experience and will take on board the comments made in the feedback.”


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