Exeter City Football Club is celebrating today after achieving EFL Family Excellence status for the fourth year running.
The Family Excellence awards is an EFL initiative which rewards clubs that deliver an outstanding experience for families. And with a score of 8.7 out of 10, the club is placed second in League Two and 15th out of the 72 EFL clubs.
The awards ensure each club receives two ‘mystery’ visits from families each season, who describe and score their experiences across six areas including first impressions; stadium vicinity; refreshments and everything that happens inside the stadium, as well as indicating overall ratings on friendliness and intention to recommend.
Reports are collated, assessed and winning clubs are revealed at the end of the season, with best practice then highlighted and shared across the leagues. The feedback is then used by clubs to improve the family experience that can offer.
The EFL feedback stated:
"What stands out from both of the club’s visits this season are the number of times individual staff are mentioned and that tells you a lot about the family-focused culture at St James Park. This is the club’s USP and it shines through on both visits, in the information provided, the quality of personal contact, the facilities for children at the stadium and the overall quality of personal contact.
"Exeter City has come through a period of much disruption (with the recent construction of their new stand) so to maintain and, if anything, improve levels of family engagement is a testament to their friendly and welcoming culture."
Julian Tagg, chairman at Exeter City, said the whole club was delighted with the results.
He added: "This is a fantastic achievement and we are incredibly proud. Many, many people, staff and volunteers, work extremely hard at every game to ensure that St James Park is an inclusive, friendly and welcoming family environment and this award is testament to that.
"Richard Knight, the club’s voluntary Supporters’ Liaison Officer, whose focus and determination to provide the customer service we all wish for, has been the driving force behind a report and ethos that we can all be proud of. I would like to take this opportunity to thank him and everyone who contributed to this accolade; from the match day stewards and ambassadors, to the staff in the shop, the Junior Grecians Zone, the turnstile staff to the catering team and everyone in between. At Exeter City we are, and always will be a true family and community club."
