Customer friendly: Market Rasen is Britain's most-improved track after improvements in raceday experience

Market Rasen is officially Britain's most-improved course for customer experience after forcing its way into the top 15 tracks in results of the Racecourse Association's annual Quality Assured Racecourse Scheme published on Sunday.

Each course received a mark of 89 per cent or higher from an independent judge from the AA and the Lincolnshire track secured a place in the top 15 by boosting its score by 14 percentage points to 90 per cent in 2024.

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The AA assessor visited on family day and complimented the course for its acute attention to detail, warm hospitality and impressive remedial work to rectify previously recommended improvements.

Market Rasen's general manager Jack Pryor said: "We're absolutely delighted with the result of this year’s Quality Assured Racecourse Scheme and to receive most improved racecourse. Our family day is one of the highlights of our year and in 2024 saw our racegoers enjoy a great day out, with something for everyone to enjoy.

Jack Pryor: delighted by Market Rasen's successCredit: Edward Whitaker (racingpost.com/photos)

"This is a reflection on the whole team and the hard work they’ve put in, not just on this raceday but throughout the year. From improving our customer service, to updating our traffic management plan, they deserve the award and the 14 per cent improvement on Market Rasen’s score."

Courses ranging in size from Ascot and York to Chelmsford and Kelso made the top 15, in a scheme which has been running since 2011 and offers a comprehensive analysis of customer experience. 

Trained assessors attend racedays unannounced and provide detailed feedback, with the average score up from 81.6 per cent in 2023 to 84.8 per cent last year. RCA excellence accolades are awarded to courses scoring exceptionally well in areas integral to customers’ enjoyment of the day, with Chester receiving a record-equalling four and Newmarket earning three.

RCA head of raceday experience and communications Paul Swain, said: "Customer experience is integral to our sport’s future. Having an authoritative voice in the AA confirm that our year-on-year scores have risen is testament to the significant emphasis placed on customer experience by racecourses.”

AA Media managing director Simon Numphud welcomed his judges' findings and said: "2024 saw another great year of high-quality racecourse experiences. The scores are a true testament to the hard work and commitment that each racecourse and their respective teams achieve.”

In alphabetical order, the leading racecourses for customer experience in 2024 were: Aintree, Ascot, Chelmsford City, Cheltenham, Chester, Doncaster, Hamilton, Haydock, Kelso, Market Rasen, Musselburgh, Newbury, Newmarket, Perth and York.

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