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FC Bayern Munich sets new standards: Awarded the "Verified Service Quality - Sports" certificate
Munich, February 24, 2024 - FC Bayern Munich has reached a significant milestone in improving the fan experience by receiving the globally unique "Verified Service Quality - Sport" certificate from SLC Management in cooperation with SGS INSTITUT FRESENIUS. This award, which was presented on the sidelines of the Bundesliga home game against RB Leipzig at the Allianz Arena, underlines the club's commitment to outstanding service and customer satisfaction on match day.
The certificate was presented to Jan-Christian Dreesen, CEO of FC Bayern Munich, and Jürgen Muth, Managing Director of Allianz Arena München Stadion GmbH, by Prof. Dr. Alfons Madeja and Maximilian Madeja, Managing Directors of SLC Management, as well as Dirk Lindemann from SGS INSTITUT FRESENIUS, who recognized the club for its high level of service.
The service quality program of SLC Management, the leading consulting and market research company in the sports sector, is characterized by a comprehensive analysis of service quality at all fan and customer contact points. Among other things, this is based on targeted spectator and customer surveys in all relevant areas as well as mystery and expert checks, which are carried out in cooperation with SGS INSTITUT FRESENIUS. The aim of this holistic evaluation, from arrival to departure, is to continuously improve the spectator experience and increase the club's attractiveness
FC Bayern Munich sees this analysis as the ideal support in a continuous improvement process. "The award of this valuable certificate confirms our ongoing efforts and is proof of the high quality of our services and our constant efforts to maintain and further develop them at the highest level," explains Jan-Christian Dreesen.
Maximilian Madeja emphasizes the direct impact of service quality on fan behaviour: "Exceeding expectations not only motivates fans to visit the stadium more often, but also ensures positive experiences on site. This underlines the importance of excellent service quality and an outstanding fan experience for generating matchday revenue.
"Spectators expect a smooth, safe and enjoyable stadium experience. With our 175 years of testing experience, our experts analyze the processes at the relevant contact points of the visitors: from ticket purchase to arrival, admission, merchandising, catering and sanitary facilities to departure," says Dirk Lindemann from SGS INSTITUT FRESENIUS.
Prof. Dr. Alfons Madeja praises FC Bayern as a pioneer in terms of service quality, which is reflected not least in the consistently high capacity utilization of the Allianz Arena.
About SLC Management
SLC Management stands for data-based management consulting and has been combining economic thinking with scientific methodology as well as the emotions and passion of the growth markets of sport, leisure and culture for over 30 years.
As the industry leader for management information systems in the sports market, SLC supports market participants with consulting and market research services with Germany's largest representative sports panel. The data forms the basis for solution-oriented concepts and success-oriented (investment) decisions in strategy and operations, which are developed by SLC.
About SGS INSTITUT FRESENIUS:
SGS INSTITUT FRESENIUS is part of SGS, the world's leading testing, inspection and certification company. With its 99,600 employees and an international network of over 2,600 branches and laboratories, SGS sets globally recognized standards for greater safety, efficiency and quality.
More information on fan experience analysis can be found here: Fan Experience Analysis & Tested Service Quality - the patented and globally unique research methods from SLC Management (slc-management.com)
For more information, please contact us at any time
Jens Jaschinski
Director Consultancy
E-mail: jaschinski@slc-ag.com
Phone: +49 (0) 911 - 54 81 830
