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Sheffield Wednesday FCMatchday Experience SurveyMarch – June 2010,[object Object]
What’s it all about?,[object Object],Survey Details,[object Object],Feedback so far,[object Object],Ticketing & Seat details,[object Object],Owls Megastore & Retail Services,[object Object],Access, Egress & Stewarding,[object Object],Inside the ground,[object Object],Overall Perceptions,[object Object],Main Issues Highlighted,[object Object],Club Feedback,[object Object],Agenda,[object Object]
What’s it all about?,[object Object],“,[object Object],Allowing supporters a mechanism to feedback on all areas of their matchday experience to enable the club to make improvements wherever possible, thus further strengthening the relationship between the club and its supporters. By engaging with supporters, listening to what they have to say and acting on their feedback we will continue to grow as a true Community club.,[object Object],“,[object Object]
Survey Details,[object Object],The Matchday Experience survey was launched after the game against Derby County on 20th March. It was then emailed to around 1500 attendees after every home game for the remainder of the season. It has also been promoted via www.swfc.co.uk, Facebook and OurWednesday.,[object Object],The survey asks supporters questions about their whole experience on a matchday at Hillsborough including Ticketing & Seat Details, Megastore & Retail services, Entering & Exiting Hillsborough, Catering, Entertainment and Overall Perceptions.,[object Object],This gives the club valuable feedback from supporters which can be used to improve the experience for supporters watching Sheffield Wednesday.,[object Object]
Respondent demographics,[object Object]
Who filled the survey in?,[object Object],How?,[object Object],Who?,[object Object],1574 respondents since survey launched in March.,[object Object]
Ticketing and Seat details,[object Object],Which stand?,[object Object],Ticket Purchasing,[object Object]
Why?,[object Object],Drivers for Stand selection,[object Object]
Supporter Feedback:Owls Megastore and Retail Services,[object Object]
Owls Megastore,[object Object],53% of respondents visited the Owls Megastore,[object Object]
Matchday Programme,[object Object],42% of respondents bought a programme,[object Object]
Supporter Feedback:Access, Egress and Stewarding,[object Object]
Entering Hillsborough,[object Object],Turnstile Service,[object Object],Locating correct entrance,[object Object]
Stewarding and Exiting the stadium,[object Object],Ease of exit,[object Object],How did you rate the stewarding?,[object Object]
Supporter Feedback:Overall perceptions,[object Object]
Satisfaction & Value for Money,[object Object],69% Satisfaction Rating,[object Object],72% Value for money,[object Object]
Supporter Feedback:Main issues highlighted,[object Object]
If you didn’t receive value for money – why not?,[object Object],444 respondents completed this section with their individual views. In summary:,[object Object],25% listed the team or product on the pitch,[object Object],35% listed ticket price – it’s important to note many respondents cited the prices for football in general and not specifically Hillsborough,[object Object],20% cited the quality or pricing of catering kiosks,[object Object],10% cited facilities within the ground,[object Object],10% cited either the atmosphere, entertainment or service they received. ,[object Object]
Additional comments or recommendations,[object Object],982 respondents completed this section with their individual views. Of those who suggested improvements (606) the most prevalent topics were:,[object Object], Improvements to half time entertainment 14% ,[object Object], Cheaper food and drink at kiosks 12%,[object Object], Improve quality of service at kiosks 10%,[object Object], Change location / remove smoking areas 7%,[object Object], PA system is rubbish 7%,[object Object], More TVs on concourses 7%,[object Object]
Further comments and suggestions,[object Object], Poor experience with stewarding ,[object Object], Incorrect gangway details on some e-tickets,[object Object], Improvements needed to ladies toilets,[object Object], Reduce ticket prices,[object Object], Draft beer on North Stand,[object Object], Band divides opinion,[object Object], New inspiring entrance music,[object Object], New scoreboard or video screen,[object Object], Lack of car parking close to stadium,[object Object]
Club feedback,[object Object]
Club feedback,[object Object],Heads of Department and Senior Managers at the club reviewed the feedback from the Matchday Experience survey and were asked to comment on issues / concerns and other comments applicable to their department.,[object Object],The following comments summarise plans which have been / will be put in place in response to supporter feedback from the survey. Further details will be published regarding these plans individually when appropriate.,[object Object]
Club Feedback:Owls Megastore,[object Object]
Owls Megastore,[object Object],I was pleased to see that the fans who completed the survey generally had a good experience in store and it was encouraging to see the feedback. ,[object Object],We are aware that pricing is one of the most important factors when customers are choosing purchases and we intend to concentrate on this when selecting new products for the store.,[object Object],It is always our aim to produce quality leisurewear and souvenirs at a price to suit every pocket. We also strive to bring in new and innovative products wherever possible and, are constantly looking to our suppliers for new ideas. Suggestions from fans as to what they would like to see in store are always welcome also.,[object Object], ,[object Object], We are always looking at ways to improve the queuing system and overall customer experience and this is one area we will be reviewing over the Summer.,[object Object],Sue Evans – Retail Manager,[object Object]
Club Feedback:Ticketing,[object Object]
Ticket Pricing,[object Object],Ticket Prices are reviewed every year in line with club budgets, we need to price accordingly to maintain a strong footballing budget.,[object Object],Offer matches will be kept to a minimum to ensure that a Season Tickets remain the best value way of coming to every game.,[object Object],All 2010/11 Junior prices have been significantly reduced for Junior club members to make attending for families as affordable as possible.,[object Object],We have introduced reduced matchday pricing for low income, unemployed, student and forces supporters for Community Members as well as the Sheffield Children’s Hospital Community Season Ticket.,[object Object],We had one of the lowest starting prices for adults for match tickets in the championship, but this results in us being the cheapest to away supporters under football league rules.,[object Object],Tickets will remain cheaper to buy online as costs in store reduce and this provides convenience and ease of purchase for supporters.,[object Object],Carol Axe – Chief Operating Officer,[object Object]
Club Feedback:Catering,[object Object]
Catering kiosks,[object Object],We always strive for the very best quality of service and anything we can do to improve this will be implemented – including additional staff training. Hopefully we will retain a large percentage of our kiosk staff from last season, which will obviously be preferable to new starters. Inevitably when we employ approx. 130 staff each game, some will be below par. These people are not used again.,[object Object],At the moment our prices are the cheapest compared to other local venues. Barnsley and Sheffield United charge £2.70 for a pie, and we charge £2.20. I feel that we don’t really have any way to drop prices at the current time. We were actually considering raising prices on hot food to try and increase our GP margins. Unfortunately  it isn’t possible to compete with high street outlets on price as we only operate for a very small part of the year, unlike supermarkets etc which are open 7 days a week.,[object Object]
Catering kiosks (...cont),[object Object],The main factor for queuing is staff levels and the kiosk facilities on offer. We actually reduced the number of staff on each kiosk around halfway through the season to cut staffing costs. This did lead to an increase in queuing times. If staff levels are increased then this will reduce the queuing times. Improvement to the layout of the kiosks and the facilities present in them would also reduce the queuing times experienced.,[object Object],David Smith,[object Object],Head of Catering and Hospitality,[object Object]
Club Feedback:Pre-match & half time entertainment,[object Object]
Pre-match & half time entertainment,[object Object],We are completely reviewing our matchday entertainment for the 2010/11 season.  We are investigating the possibilities of a pre-match ‘Seat Draw’ where one lucky fan will win a cash prize if their seat number is drawn out. They will need to be in the seat to win the prize. This will then be rolled over in the event of the fan not being present. We are also in discussion with both Universities in the city regarding their Cheerleading teams. We may use their teams for select games next season.,[object Object],We will also be introducing at least one ‘Football Challenge’ where fans will be selected or apply to take part. The exact details are yet to be confirmed but this will be along the lines of previous fan participation events such as The Crossbar Challenge or Penalty Shootout. We will be retaining the Owls Foundation draw and introduction of Legends at every game. We’ll also be reviewing all matchday music choices before next season.,[object Object],Martin Bouchier –  Partnership & Events Manager,[object Object]
Club Feedback:Stadium Operations and Facilities,[object Object]
Smoking areas,[object Object],The Club has agreed with the local NHS Trust that the smoking areas in the Stadium will be phased out over the coming years.,[object Object], ,[object Object],Last season we had smoking areas on the North Stand and on the Kop.,[object Object], There were two smoking areas on the North Stand on the ramps, and smoking is allowed in the open air areas at the back of the Kop.,[object Object], ,[object Object],Smoking will be phased out over the coming season’s and from 2010 /11 the smoking on the ramp at the Kop end of the North Stand will no longer be allowed. Smoking on the ramp at the West  end will be phased out when the North Stand is re-developed as phase 2 of the Stadium developments.,[object Object], ,[object Object],This will leave the Kop as the only stand with a smoking area, and this will be phased out when the Kop is re-developed as phase 3 of the Stadium developments.,[object Object]
PA System and Concourse TVs,[object Object],The poor sound quality of announcements experienced by some fans in the stadium is not due to an inadequate PA system being in place. It is not the PA system which is faulty, but the roving mike which has a small fault and intermittently cuts out. This can be a little annoying, and we will be replacing the mike when finances allow (cost in the region of £5,000).,[object Object], ,[object Object],We have installed TV’s on the South Stand and Grandstand concourses and subject to SAG approval and financing will install more if possible. We introduced some TV’s on the North Stand Lower concourse last season as a trial to see how they performed. The problem with the North Stand concourses is that they are exposed to the outside elements and TV’s fail when damp and frost penetrates. We will seek to introduce more when the North Stand is re-developed and the concourses are widened and improved. ,[object Object]
Stewarding,[object Object],We must advise all spectators to report any poor experience (and any good experience) with club stewards so that specific incidents can be investigated and appropriate disciplinary action / further training can be offered. Those that are reported for positive reasons can then be rewarded. ,[object Object], ,[object Object],All stewards working within the stadium have numbered jackets. Any spectator who needs to report  anything should note the location, and time of the incident and the jacket number and send an e-mail to stadiumops@sheffieldwednesday.com  or call 0871 900 9721 between 9am and 5pm Monday to Friday to report an incident.,[object Object], ,[object Object],Alternatively they can report an incident on matchday by sending a text message to 07963 138580. All reported incidents will be investigated.,[object Object]
Stadium facilities,[object Object],Incorrect gangway & seat details on some e-tickets,[object Object],We acknowledge that some errors were made when seat details were programmed into the new ticket system last summer . A  full review has been undertaken and this issue will be resolved before the start of the 2010/11 campaign.,[object Object],Improvements needed to the female toilets.,[object Object],We are aware of the problems with the numbers, size and location of the ladies toilets on the Kop, North and West stands, and this is due to the design of these stands some years ago when there were not so many female supporters attending matches. These issues will be addressed when the Stadium developments take place when additional and larger ladies facilities will be added.,[object Object]
Stadium facilities (...cont),[object Object],Draft beer on North Stand,[object Object],The kiosks on the North Stand were designed in the 1960’s and they are not big enough to install draft beer pumps and cellar facilities. This issue will be addressed when the North Stand is redeveloped and larger wider concourses are installed and new food outlets are created.,[object Object]
Scoreboard,[object Object],New scoreboard or video screen,[object Object],The Club has been investigating the possibility of installing a new scoreboard / video screen, but at the present time this is cost prohibitive. However we are still working with partners to put a package together as soon as possible to replace the existing scoreboard.,[object Object], ,[object Object],Again, with the Stadium developments the plan is to install two video screens, one in the South West corner (where the existing scoreboard is) and one in the North East Corner (where the DJ box is). These will be suspended from the Stadium roof.,[object Object], John Rutherford – Stadium Operations Manager,[object Object]
Club Feedback:Matchday Programme,[object Object]
Matchday Programme,[object Object],The programme team at both Sheffield Wednesday and our partners, CRE8 Publishing, are extremely pleased with the positive feedback received from our supporters. This sits extremely well with the national award the programme received at the end of last season. ,[object Object],We have no intention to sit on our laurels, though, and intend to go from strength to strength next term in producing what we feel is already one of the best publications in the country.,[object Object],As a footnote, we are aware of the feedback regarding the cover price, to which it should be noted that we were the last club in the top two tiers of English football to raise the price to £3. To counter this rise, we increased the pagination to 78 pages to increase the value for money factor.,[object Object],Trevor Braithwait – Communications Manager,[object Object]
Thank you!,[object Object],“,[object Object],Thanks to every supporter who took the time to complete the Matchday Experience survey.,[object Object],The survey is now closed although we will be re-launching it at the beginning of the 2010/11 season to ensure we are continually making improvements to the experience at Hillsborough.,[object Object],If you have any feedback in the meantime please contact the club at enquiries@sheffieldwednesday.com,[object Object],“,[object Object]

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Sheffield Wednesday Matchday Experience Survey - March-June 2010

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