Chicago Cubs ranked No. 1 in guest experience and staff experience by fans

Chicago Cubs ranked No. 1 in guest experience and staff experience by fans

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CHICAGO – The Chicago Cubs were rated first in Overall Guest Experience and Staff Experience in Major League Baseball’s (MLB) Voice of the Consumer Program (VOC), which includes all 30 Clubs. This is an acknowledgement of how the Cubs created the best guest experience at Wrigley Field during the 2023 regular season.

“Our goal is to create the world’s best guest experience for our fans at historic Wrigley Field,” said Cubs Senior Vice President of Operations David Cromwell. “We spent a considerable amount of time over the years listening to fan feedback and making updates to the gameday experience. From implementing mobile ordering and a touchless entry process to creating lively ballpark celebrations and family-friendly programming, the gameday experience at Wrigley Field is truly unmatched. Our fans loved everything about being at Wrigley Field this season and it goes without saying that this all wouldn’t have been possible without the incredible work of our gameday staff.”

In the survey program, fans are asked about a variety of touch points, including in-game entertainment, food and beverage, as well as their interactions with gameday staff. When fans were asked to rate their Overall Experience, the Cubs recorded the highest rating across the league. For Staff Experience, the Cubs received the highest average satisfaction across fan services, parking, security, concessions and retail.

The VOC Program, which started as a pilot program in 2019, is a two-part fan feedback program that gathers survey data after a fan purchases a ticket and after the fan attends the corresponding game. Through this program, MLB surveys fans with the goal of better understanding ballpark experiences and areas of improvement for individual Clubs and the league overall.

“The Cubs have the best fans in baseball and our journey to provide them with an improved guest experience started nearly 10 years ago with the 1060 Project,” said Cubs President of Business Operations Crane Kenney. “The Ricketts family made a promise to restore and expand Wrigley Field to ensure its incredible atmosphere, charm and history remain intact for future generations of Cubs fans. This recognition shows we’re on the right track and we look forward to continuing to find new ways to deliver for our fans in the years to come.”

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