CHARLTON ATHLETIC TOP THE PREMIERSHIP COMMUNICATIONS LEAGUE TABLE

Performance House Ltd the global performance management and benchmarking company carried out a premiership football team switchboard mystery shopping campaign.

(PRWEB) August 22, 2003 -- Its the start of a new football season and my son is visiting his local team this week could I arrange for a message to be displayed on the message board for his birthday?" Not if you are trying to communicate with Manchester city who didnt answer their phone at all during a recent mystery caller study.

Performance House Ltd carried out a study across the premiership football teams to test their response on their main switchboard telephone number; we found a gulf in the level and effectiveness of service. Many of the clubs employ long winded and quite tedious automated response systems (e.g. Arsenal and Liverpool) whilst others offered a much more approachable and friendly service with a real life human to answer the telephone calls (e.g. Bolton, Charlton and Portsmouth).

Charlton are top of the league through their friendly and helpful staff that answer the phone directly and are genuinely helpful and informative, assisting us with all of our enquiries to a satisfactory conclusion. You can see from the league positions that the football giants like Man United, Liverpool & Chelsea have a lot of work to do to ensure all their potential fans, supporters and 'spending customers can communicate with the clubs in and receive the expected quality of response.

        TEAM                    PHSM
1   Charlton Athletic   87.08
2   Middlesbrough           85.07
3   Tottenham           80.28
4   Arsenal                   79.93
5   Bolton Wanderers   79.86
6   Newcastle           79.31
7   Leeds                   78.75
8   Southampton           75.35
9   Aston Villa           75.28
10   Everton                   74.93
11   Blackburn Rovers   72.83
12   Liverpool           68.26
13   Chelsea                   68.19
14   Manchester United   65.56
15   Birmingham City           56.34
16   Portsmouth           48.68
17   Wolverhampton         40.97
18   Leicester           37.08
19   Fulham                   24.72
20   Manchester City           0

We analysed all clubs using the Performance House Service Mark (PHSM), the quality and care standard.

The Performance House Service Mark is made up of 5 key elements Welcome, Communication, Knowledge, Ownership and Close. Manchester City didnt manage to score any points as they did not answer their, directory enquiries advertised, telephone number during the whole study.

You can find out more about Performance House and its constant mystery shopping studies by contacting the head office.

Tel: +44 (0)1768 866050