Meeting David Milburn, everything you need to know about Rangers customer services

I met with David Milburn last week to learn a bit more about Rangers customer service department and the work that is ongoing at the club.

Our fan media have been pushing the club for greater communication and customer service for as long as I have been involved in this side of things. It is extremely frustrating for our fans when they don’t know how to contact at the club, who do we email or who do we call? It is even worse when they come to us and we can’t help either.

That has all changed and there is now a dedicated department and service available to help led by customer service manager David Milburn.

I liked David instantly, a Rangers man with a season ticket for many years in the Sandy Jardine front, immediately you realise he understands the frustrations of our support and exactly how to try and fix them. After a chat on the team and all things Rangers I got straight into learning all about his teams work at Ibrox.

The above chart is the customer service contact volumes the club has received from October 2021 until present day. When David first took over he had a small group to work with and you can see this affected the SLA attainment numbers (basically first day contact). Rangers also had no viable customer service statistics, so he was basically starting from scratch.

Since October 2022 he has had a full strength team and SLA is averaging at 97%, that means when you contact the club using the main email address they aim to get back to you that day.

You can see from the numbers the rise in contact and ‘customer enquiry spikes’ when Rangers began progressing in our Europa league run, that volume increasing by over 100% at peak times.

Davids team now consists of six working employees which he is head of the department. Five dedicated customer service agents available 9-5 Monday to Saturday and Sunday subject to match day requirements. He also works closely with the SLO and his assistant as well as having a direct contact straight to the ticket office.

David and his team are first contact for every enquiry into the club, Tickets, MyGers, tours etc. If you have an issue or a problem you should contact the club via David and his team.

Key Points to note:

Central email address for contact: contact@Rangers.co.uk

Click here: https://www.rangers.co.uk/contact-us/56fYuCbzlH5QJgstCrPNoX

Team: 5 CS Agents- 1 SLO assistant

Enquiry types: Ticketing, MyGers, Tours, Events, Retail, Hospitality, matchday experience

Business Hours: Mon-Saturday 9-5, Sunday 9-5 (home matchdays only)

Current response rate: 97% or above within 1 working day for last 7 months.

Average volume of enquiries: 5k-7k per month, fluctuates dependent on matches (peaked at over 21k ahead of Europa league final last year)

Current customer satisfaction rate: 85.2% for 2023 so far

During our meeting I saw enquiries arriving in to the club, from a ticketing to tour enquiry. The system loops these together cleverly, all ticketing enquiries get coupled together allowing them to be efficiently dealt with. As we were reading enquiries coming into the club they were getting answered within minutes. Whilst it is not peak times, it was satisfying to see such a swift response.

I spoke to David about the new ticket website, the major issue for the club and the supporters. Rangers have partnered with SeatGeek and they are currently building the new ticket website, a painfully slow process with so many records and information to migrate over.

That website is currently scheduled to be ready for next year, most likely towards the 2024-25 season.

We also discussed the possibility of an online twitter page or social media page. This is something the club have considered and an information only page, as many of the clubs down south have, may be set up in the future but is not imminent. Most clubs who have twitter pages, for example, are not active discussion instead info only pages, and the club may open something like that at some point. When people want instant answers online, the club would point towards the contact site and return times as good a service as possible.

Ticket office opening hours are 10am-4pm every Thursday and Friday. 10am-4pm on the day before every home match, and 10am- kick off on home match days.

For 2023/24 Season Ticket Renewals, Rangers will host a customer service clinic for any queries you have on renewals. This two-day drop-in event will support fans with various payment options.

The event is due to open between 1.00pm to 4.00pm on Saturday 22nd and Sunday 23rd April.

Both days will have a variety of features and entertainment such as interviews with special guests, historical memorabilia will be on display, as well as other activities. Post-Event, there will also be an opportunity to watch the Aberdeen v Rangers match on the screens in Edmiston House.
This screening will be on a first-come, first-served basis.

Below you can read a monthly boardroom report on customer service.