Results of first Family Excellence Award visit place us fifth in League Two and 25th in the EFL.
The club has received the results of the first visit of the 2024/25 season from independent mystery shoppers assessing our matchday experience for families.
The feedback is good with the club ranked 25th of 72 in the EFL.
Each year, we have two unannounced visits and receive feedback, reports and recommendations on how to improve the matchday experience for families. We are benchmarked against others in League Two and across the rest of the EFL.
The first visit took place around the game against Fleetwood Town in September with a crowd of just over 7,000 at Brunton Park. We have been assessed and ranked 5th of 24 in League Two and 25th of 72 in the entire EFL.
The independent report concluded:
“During the first EFL Family Excellence visit of the 2024/25 season, Carlisle United performed extremely well in a number of areas and delivered a consistent experience that was excellent in places and just required a lift in others - with one notable exception - to take the club to the next level. The information in the build-up to the match, both online and over email, was comprehensive and there is a good range of merchandise for children in the club store. The assessor highlighted the range of activation outside Brunton Park and the staff they encountered were friendly and helpful.”
Background:
The purpose of this first visit report is to help improve levels of family engagement at the club by providing detailed feedback on every element of the new family experience (from finding information to leaving your stadium after the match).
· The report makes clear recommendations on what could be done to address any ‘gaps’ and strengthen the experience.
· Second visits will take place between January and April 2025.
· The report gives an overall score and individual scores for 10 specific areas (including feeling valued).
· It includes a summary of the touchpoints, with assessor feedback and recommendations for improvements.
· Also provided is a written summary of the detailed assessment report, as well as benchmarking.
· At the end of this season clubs will be rewarded with a Bronze, Silver or Gold Award depending on their overall family visit scores from across their two visit assessments.
· The club has achieved the Family Excellence Award in every year bar one since it was established.
