Newbury Racecourse scoops top industry accolade for customer service

Newbury Racecourse is the sole recipient of a top industry award for staff customer service, it was announced today.

The RCA Excellence Accolades, awarded jointly by the Racecourse Association and VisitEngland, aim to reward those who achieve exceptionally high marks in specific areas of their assessment for the Quality Assured Racecourse Scheme. There are six categories in total covering all aspects of the racecourse experience including food and drink outlets, toilets and signage.

Newbury was the only racecourse in the UK to receive the accolade for staff customer service, for which a score of 95% or higher is required.

Newbury was also one of 12 racecourses in the UK to be accredited as part of the Quality Assured Racecourse Scheme. Now in its seventh year, the scheme allows every racecourse to be assessed and rated by VisitEngland and VisitScotland against other attractions in Britain.

The national tourism boards provide a rating that takes into account efficiency and friendliness of customer service as well as cleanliness of facilities. Collaborating with VisitEngland allows racecourses to benchmark against other attractions, ensuring that standards of customer experience remain high in the face of such competition.

Julian Thick, Chief Executive at Newbury Racecourse, said: “We are delighted that our efforts in making Newbury an industry leader in staff customer service have been recognised by the RCA and VisitEngland.

“The praise must go to the team here, who have worked tirelessly over the last 12 months to try and ensure all aspects of our customer base enjoy their experience at Newbury.”

Stephen Atkin, Racecourse Association Chief Executive, said: “Once again our racecourses have demonstrated that they stand up well when compared to other attractions across Britain.

“We are very proud of the service and value for money that all of our racecourses offer and this is backed up by the results from VisitEngland and VisitScotland.”

Pam Foden, Head of Industry Development at VisitEngland, said:¬†“Our racecourses are incredibly popular, both for visitors at home and from abroad.

“The Quality Assured Racecourse Scheme is an excellent way for racegoers to feel confident that a day at the races will be a quality experience that meets, and in many cases exceeds, expectations.

“The RCA Excellence Accolades¬†reflect the high standards of quality found at racecourses¬†across the country, recognising the wonderful ways that racecourses are going above and beyond the call of duty to ensure racegoers enjoy their day out.”