Domain Stadium gains further customer service accreditation

Perth Stadium Management, venue managers of Domain Stadium, has been awarded the highest Customer Service Accreditation in Australia by the Customer Service Institute (CSIA).

The International Customer Service Standard (ICSS) certification is a first for any stadium in Australia, and recognises PSM’s commitment to excellence in customer service and the delivery of great experiences to all fans who attend Domain Stadium.

Domain Stadium was first accredited by the Customer Service Institute in 2014 and in June this year was re-accredited - this time at the higher level of ‘Integration’.

In his assessment of Domain Stadium, lead assessor of the CSIA Owen Kavanagh stated “Perth Stadium Management is leading the way for customer service internationally, with this achievement raising the bar and setting a new standard for all stadiums.

“The commitment to changing the culture of the organisation that was evident in the first certification is now well and truly embedded in the psyche of PSM. At every interaction with managers and staff, the emphasis on clearly understanding and then satisfying the customer expectation was made very clear.

“PSM has clearly cemented its ranking among the top performing organisations certified to the ICSS.”

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.

Perth Stadium Management General Manager Gavin Taylor said an emphasis on the fans’ experience in all business decisions was critical to the ability to deliver world’s best practice customer service.

Taylor explained “as the operators of Domain Stadium, we manage a unique business. Open for business seven days a week for functions and events we also hold 30 - 35 of WA’s biggest events every year, hosting over one million fans as a captive audience for four to five hours each time they visit.

“We are constantly looking for ways to continually improve and rise above our challenge to keep fans coming back to a stadium nearing the end of its life.

“By listening to what our customers want and implementing this feedback we have been able to provide the very best customer service and experience for fans when they come to Domain Stadium” he said.

Perth Stadium Management is a strategic alliance between the West Australian Football Commission (WAFC), Delaware North, Live Nation and Ticketmaster.

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. 

7th July 2015 - PERTH STADIUM MANAGEMENT TO HOST MONSTER JAM AT DOMAIN STADIUM

23rd March 2015 - PERTH STADIUM MANAGEMENT GETS INDUSTRY LAUNCH

12th December 2014 - TROPHY CABINET BULGING AT PATERSONS STADIUM

16th October 2014 - PATERSONS STADIUM SCOOPS MORE AWARDS

7th October 2014 - PATERSONS STADIUM GAINS FURTHER RECOGNITION FOR CUSTOMER SERVICE EXCELLENCE