The scheme, commissioned by the Racecourse Association assesses 53 racecourses annually throughout the UK to ensure the highest delivery of customer experience. The Assessment team looks at all aspects of the customer journey at each course, including the pre-visit checks on the website, phone and pre-arrival signage.
Sandown Park Racecourse was awarded high marks throughout the assessment including 100% for Equus fine dining restaurant. Top marks were given based on efficiency, friendliness and cleanliness. Equus restaurant also received an award for ‘Best Fine Dining Experience’ in this year’s National Racecourse Catering Awards.
Pam Foden, Head of Industry Development at VisitEngland, said: “This newly refurbished restaurant provides race-goers with an overall excellent visitor experience and is a huge improvement on the previous facility here at Sandown Park. The restaurant is now of an overall outstanding quality and has a high-level of maintenance and decor as well as first-rate furniture, fixtures and fittings. Viewing of the races is now excellent, window-seats offer beautiful views across the course and the paddock, and tables have their own screens.”
Sandown Park was also commended for exceptional retail areas, external food courts and general catering and bars. Throughout the assessment, staff were reported to have a ‘friendly and welcoming’ nature and were all ‘well-presented and appropriately dressed’.
Rupert Trevelyan, Sandown Park and London Regional Director, Jockey Club Racecourses, said: “We are very pleased with the overall results from the assessment and we will strive to maintain high-levels of service for our customers. Our staff continue to play a major role in ensuring race-goers are welcomed; they are our biggest asset and continue to work hard to deliver the best service for our repertoire of customers. Obviously, the results have highlighted a few areas in which we can strive for higher marks, and we will continue to work hard to improve our service.”