Customer Service Excellence at Domain Stadium


Domain Stadium provides a 43,500 seat stadium that attracts approximately 1,000,000 visitors each year across 27 events. The Stadium is home to the West Coast Eagles and Fremantle Dockers and is a key revenue asset of the WAFC. The Stadium operates with a permanent team of 12 staff which expands on match day to include 350 casual staff.

Domain Stadium strives to deliver a ‘door to door’ service experience for fans. This philosophy means the Stadium is focussed on the journey and experience of the fan from the time they leave their door, to the time they arrive at the Stadium, before heading home again.

In order to achieve this vision it is vital we create strong working relationships with transport providers, local Councils, Police, traffic controllers and parking providers to ensure a simple and effective journey to and from the Stadium.

Whilst Domain Stadium is an older Stadium, our approach is that we have to try harder to ensure we deliver the best possible service to customers. “We cannot change the building but we can change the service experience.” Gavin Taylor – General Manager Domain Stadium.

All patrons that attend an event at Domain Stadium have access to the following facilities and services. These offerings are reviewed annually to ensure that we are providing the best service and that they are still relevant to our patrons:

  • First Aid and Ambulance on site
  • Police and Emergency Services
  • Security staff
  • Cloaking
  • Food and beverage outlets throughout the Stadium
  • SMS your SOS text message support
  • Web site and social media
  • ATM and cash out facilities
  • TAB sports betting
  • Customer Service at Gate 8  and Gate 19

In 2013 Domain Stadium undertook to achieve International Customer Service Standard and achieved certification in early 2014. The background to achieving this was recognition for the work done to date in becoming a customer driven business and acknowledgement that we are dedicated to delivering high standards of service to customers, through dedicated systems, process and procedures.

The International Customer Service Standard – Certified Customer Service Organisation Trustmark program is an internationally accredited standard assessment and certification program authorised by the International Standards Accreditation Board of ICCSO.  ICSS identifies the 4 key components of service, financial, operational and learning and growth necessary to maintain the alignment through a cause and effect relationship and balance between Passion and Process. 

For more information on our commitments to our customers, please download our Customer Service Charter.