Commissioned by the Racecourse Association through the Racing for Change project, VisitEngland are now into the second year of assessing 56 racecourses. Using a bespoke question set and tailored process that has been devised in conjunction with the Raceday Experience Group, this scheme aims to meet the needs of the racecourses. Like VAQAS, the aim is to provide a business support tool for the onsite management team to improve the delivery of the customer experience. The Assessment team look in detail at all aspects of the customer journey, including the pre-visit checks on the website, phone and pre-arrival signage.
Caroline Davies, Racecourse Services Director at the Racecourse Association said:
“The RCA is delighted to be working with VisitEngland to enhance the experience of all customer groups visiting racecourses. We were pleased that VE welcomed our approach and worked hard with us to set up and implement a unique Quality Assessment Scheme for Racecourses in a matter of a few months.
Racecourses have a real desire to work in partnership with the VE Assessors and have responded well to the proactive and supportive approach of the Assessors. The recent Quality Awareness Masterclasses delivered by VE were well received and further encouraged our members to raise the bar in the standard of entertainment, facilities and service they offer to customers. VisitEngland’s approach to the presentation was rich in content and all the delegates departed with detailed action plans.”
A total of 61 senior managers attended the two specially formulated Quality Awareness Masterclasses held at York and Windsor Racecourses. The healthy debate and idea sharing was programmed to ensure that all delegates were engaged throughout and were able to share tips and ideas with each other, as well as the suggestions put forward by the facilitators.