Customer satisfaction survey ranks Red Wings No. 1
Detroit – The Red Wings are in first place in customer service satisfaction by their season-ticket holders, who have renewed for the last season in Joe Louis Arena at a rate of at least 95 percent.
“It’s closer to 96 now,” Tom Wilson, the president of Olympia Entertainment said, two days after the team released news of the top award in the NHL for customer service in a survey of season-ticket holders by Turnkey Intelligence.
“We’re very happy with that. We’re happy with both.
“Being recognized for customer service in a building that is very old and very tired and has one concourse and all of the challenges that come with everything from traffic to long lines, and yet to still have people respond favorably to all the things you try to do, it’s quite a compliment.”
In the survey, the Wings earned a league-high score of 9.4 in customer service satisfaction; the league average is 8.7. The online surveys are conducted by the league twice during the regular season.
The Wings do not make the number of season tickets public, but it is about 15,000.
“Ninety-six percent is great. You know, some percentage of your people move away. Some percentage of your people, their business goes out. Some people just say maybe after 20 years, I don’t want to do this anymore.
“But when they stay with you in numbers like that, it’s very flattering, and we do appreciate that.”
Wilson anticipates that the proportion of renewals is likely to grow.
The next challenge, after this season, is moving customers into Little Caesars Arena, where all-inclusive premium seating packages will be inserted into some of the better viewing areas.
The Red Wings continue to invite season-ticket customers who currently hold the corresponding seats in Joe Louis Arena to a viewing facility setup at Comerica Park that offers models of the new seating in Little Caesars Arena, which continues to rise just north of I-75 at Woodward. The facility includes virtual reality views of the new arrangements and some information about sight lines.