Levy Restaurants has been recognised for its revolutionary approach to enhancing the customer experience at Chelsea Football Club through its ‘Home from Home’ programme. The business, which is the sports and leisure division of Compass Group UK & Ireland, took gold place in the ‘Best Hospitality, Leisure, Retail and Tourism’ category at the UK Customer Experience Awards.
Levy Restaurants worked with the club to create a warm welcome to visiting team’s fans and revamped the entire customer journey from greeting guests at the Tube station, to ensuring the visitor’s stands become an extension of their home ground. Simon Hunter, Head of Venue & Brand at Chelsea FC, said:
We are very proud of the match day experience we offer all visitors to Chelsea Football Club, whether they are our season ticket holders, hospitality guests or away supporters, and this award recognises the excellent relationship between Levy Restaurants and the club. The ‘Home From Home’ concept is now in its second season and continues to make us a unique and welcoming destination.
In the areas for away fans, Levy Restaurants’ employees wear the visiting team’s colours and offer these guests the club’s signature food and beer. This tailor-made approach also makes sure that the dwell time at the stadium is extended and good behaviours are encouraged.
The judges commended the impact of the ‘Home from Home’ concept, which has so far touched 90,000 visiting fans, on the overall customer satisfaction and the calming influence this has had on the relationship between away fans and the local community. Andy Clare from The Stairway consultancy, who was part of the judging panel said:
I wanted to add my congratulations to the Levy Restaurants team, I thought their presentation and what they achieve at Chelsea Football Club is fabulous. I am really heartened to learn that Levy Restaurants took the award as their concept is mind-set changing and I am sure a lot more success awaits the company.
Anna Fenten, Levy Restaurants’ Head of Marketing, commented:
We are absolutely delighted to receive this commendation. It reinforces the great work our team at Chelsea Football Club do to ensure the highest delivery of standards to customers and clients. We serve millions of customers every year and our team at Chelsea are great ambassadors of our ethos, which is to create a memorable experience for every guest across all our venues.
The awards ceremony was organised by Customer Experience Magazine and the Cranfield Customer Management Forum (CCMF).