This is a misconception I have to try and address.
My dept shouldn’t be the route you have to go down to speak to the club about general club issues (tickets, lost and found, seat breaks, opening times etc). We need to have robust customer service in order to meet these with my role being around looking at ensure supporter opinion is helping shape club decision making.
I would say the changes to CS have led to more one working day responses than ever but we need to look at ways to ensure everyone gets an answer in the right timeframe.
The work I am doing now (feedback survey, engagement sessions, focus groups, one to ones, drop ins) are helping make changes at the club. A good example of this is the recent changes to seat sub.