In 2013, VSG was engaged by San Diego Padres management to conduct a Guest Experience Benchmarking review at PETCO Park. The Padres/PETCO Park assessment began with a review of the facility website, including ease of use, navigation, functional information, fan resources, and venue mentions in social media posts. We conducted a number of mystery shopping calls on different days and times to the receptionist for information as a part of our evaluation of fan contact. We then conducted a full GEB on site with reviews of ingress, security, cleanliness, concessions, event staff interaction, overall guest experience elements and egress.

The more challenging role that Russ Simons, Managing Partner of VSG, took on was that of pre-opening consultant during the design and construction phases of the ballpark. It was during this time that he worked in direct collaboration with PETCO Park Stadium management in the identification and selection of senior facility department staff, the operational review of the design, the specification and selection of FF&E, the development of operating policies, procedures and protocols and contributed to staff training and operations planning for the stadium opening.