1 Vinh Nguyen
From: Sri-Srinivasan Manivannan <[email protected]> Sent: Sunday, March 2, 2025 3:37 AM
To: Clerk; SRI@CityOfSantaClara; Srinivasan Manivannan
Subject: Levi’s Stadium Direct Feedback Tool: A Smarter Approach: Recommendations /Comments for Council and Authorities Concurrent Meeting on 2025-03-04 5:30 PM Attachments: Contract related questions SC Stadium Authority.pdf Follow Up Flag: Follow up
Flag Status: Flagged
You don't often get email from [email protected]. Learn why this is important Direct Connect: Enhancing Levi’s Stadium Customer Experience with a Dedicated Reporting Tool
Recommendations for a Dedicated Levi’s Stadium Customer Service Reporting Tool
1.Exclusive Reporting System– Develop a separate, streamlined reporting tool specifically for Levi’s Stadium customer service. This tool should not be merged with the city's general issue-reporting system to ensure a focused approach.
2.Direct Visitor Engagement – Maintain a direct connection with stadium visitors rather than relying entirely on the management company. As stakeholders, we must have a mechanism to listen to visitors' concerns in real time and take necessary actions.
3.Event-Specific Follow-Ups – Enable real-time feedback collection for each event, allowing data-driven decisions to improve customer experience and refine follow-ups with the management company.
4.Strategic Barcode Placement– Display QR codes at every possible touchpoint, including counters and near each seat, so visitors can easily access the reporting tool while seated or waiting for an event to begin.
This approach ensures better responsiveness, enhances visitor experience, and strengthens our oversight as shareholders.
Justification: The current system managed by ManCo LLC relies on SAP Analytics and Sugar CRM, which are not industry-leading solutions like Medallia. To enhance customer experience, we must provide a simple, direct reporting option for every visitor.
1. Website
2. Social Media Platforms
3. Email Communications
4. Ticket Purchasing Platforms
5. Parking Reservations and Directions
6. Entry Gates and Security Checkpoints
7. Ticket Scanning and Will Call
8. Concierge and Information Booths
9. Wayfinding Signage and Maps
10. Merchandise Stores and Kiosks
11. Food and Beverage Stands
12. Bars and Lounges
13. Restrooms and Family Facilities
14. Seating Areas and Ushers
15. Wi-Fi Access and Charging Stations
16. Scoreboard and Digital Displays
17. Public Address Announcements
18. Halftime Shows and Entertainment
19. Customer Service Desks
20. Lost and Found Services
21. First Aid and Emergency Services
22. Post-Event Surveys and Feedback Forms
23. Ride-Share Pickup/Drop-Off Zones
24. Public Transportation Hubs
25. Follow-Up Emails and Promotions
Report a Problem / Satisfaction Survey
City of Santa Clara – Your Feedback Matters!