Town’s customer charter has been ranked the best in the Championship by the Football Supporters’ Federation. The Blues’ charter, which can be found here, scored 32 out of 35 in a survey.
Each charter was given a 0-5 rating in seven categories: accessibility, timeliness, quality, clarity of complaints procedure, appeals process and supplying the contact details for the league as well as the Independent Football Ombudsman. The Blues dropped two marks on accessibility and one on the quality of their charter.
Town’s ticket office and call centre manager John Ford, who wrote Town’s charter, was pleased with the result: "Independent assessment of our customer charter confirms we cover all the points expected by football supporters and it is reassuring to know that we’re largely getting it right.”
Chief executive Simon Clegg added: "As a club, we always aim to interact with our supporters at many levels in an efficient and friendly manner and this external assessment of our efforts is greatly appreciated.
"I regularly meet with the chairman and members of the Supporters Group Forum and it's encouraging to know that others outside the club recognise the emphasis we place on this important area.
"A good customer service policy is fundamental in the running of any business but this is especially so in football when the customers, our club’s loyal supporters, are the most critical people in the relationship.”
The FSF’s report can be read here and the full table can be found here.