MEMBERS SURVEY
2006
RESULTS/FINAL REPORT
December 2006
Members Survey 2006
1. INTRODUCTION
The
Trust has recently carried out a survey of its members.
One
of the Trust’s aims is to be representative of all City fans. Some means of
gauging the strength of feeling on issues that most affect Bristol City
Supporters was required with a view to bringing about discernible change where
needed.
The aim of the survey was to be:
• Fully representative
• Quantifiable
• Independent
• Fair
• Non discriminative
• Actionable
The
survey was very detailed and to make it easier to complete it was broken into
segments that were easily identifiable.
The
first and last segments of the survey were about the respondent. There were also sections on the Matchday
Experience, Ticketing, Products/ Merchandise, Catering and
Communications/Customer Service.
2. METHODOLOGY
Anyone
who was a member of the Supporters Trust on 22 September 2006 was sent a copy of the survey. The majority were sent a link to the survey
by e-mail. This enabled them to complete
the survey online. Anyone without an
e-mail address was sent a paper version.
96 people responded to the survey, which equates to just under a third
of the Trust membership at the time of issue.
92 responses were submitted electronically and 4 in hard copy.
The topics chosen for
the survey mirror some of those used in the recent Football League survey and
some of the questions asked are similar to those asked by the Football
League. The rationale was to make
comparisons between the responses to this survey and the responses of the 700+ City fans that completed the Football League survey. However, it now appears that it will not be
possible to do this comparison as the club do not have access to the Football
League results.
For
the purposes of this survey, unless otherwise indicated, the figures shown are
percentages of the total number of responses for each question.
3. INVOLVEMENT WITH BCFC
This
section was included to get some idea of respondents’ involvement with the
club. If we were to build a typical respondent profile it might be:
Season
ticket holding, long-term supporter who attends all home games and some away
games. A fuller profile can be found later in this report (see Page 15, Para
12).
What is your involvement with Bristol City?
|
I am a season
ticket holder.
|
|
62.1
|
|
I am not a season ticket holder but regularly go to games.
|
|
17.9
|
|
I am not a season ticket holder but sometimes go to games.
|
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18.9
|
|
I never go to games but follow the club through the media.
|
|
1.1
|
|
How long have you been a Bristol City supporter?
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Less than 1 year
|
|
1.1
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1-4 years
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4.2
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5-14 years
|
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14.7
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15-24 years
|
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26.3
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Over 25 years
|
|
53.7
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On average, how many times a season
do you go to games at Ashton Gate?
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None
|
|
1.1
|
|
1-4
|
|
6.3
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5-9
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6.3
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10-14
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8.4
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15-19
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10.5
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20-23
|
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36.8
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All (includes cup
games etc)
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30.5
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On average, how many times a season
do you go to away games?
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None
|
|
7.4
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|
1-4
|
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55.8
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5-9
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22.1
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10-14
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8.4
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15-19
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3.2
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20-23
|
|
3.2
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All (includes cup
games etc)
|
|
0.0
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|
4. WHAT MATTERS TO SUPPORTERS
In this section
members were asked to rate what was important to them in respect of Matchday
Experience, Ticketing, Products and Merchandise and Communications/Customer
Service.
Different factors
apply to each category and this is reflected in the average scores. The average scores that were given for each
category are shown on the right.
Matchday Experience
Scores for this
category are out of 10 and the figures are the average score in order of
importance.
|
Standard of
food/drink
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5.17 / 10
|
|
Match atmosphere
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8.79 / 10
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|
Fan safety
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7.17 / 10
|
|
Attitude of
stewards
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5.92 / 10
|
|
Parking facilities
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3.49 / 10
|
|
Pre-match
entertainment
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2.66 / 10
|
|
Music played before
and during game
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3.31 / 10
|
|
Toilet facilities
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5.98 / 10
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Stadium cleanliness
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5.18 / 10
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Sight lines
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7.34 / 10
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Ticketing
Scores for
this category are out of 4 and the figures are the average score in order
of importance.
|
Ticket prices
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3.54 / 4
|
|
Ease of obtaining
ticket information
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2.22 / 4
|
|
Ease of purchasing
tickets
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2.72 / 4
|
|
Discounted
children’s tickets
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1.51 / 4
|
|
Products/Merchandise
Ratings for this
category are out of 3 and the figures are the average score in order of
importance.
|
Design of home
kit
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2.24 / 3
|
|
Price of merchandise
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2.17 / 3
|
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Range of merchandise
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1.59 / 3
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Communications/Customer service
Scores for this category are out of 4 and the figures are the average score in
order of importance
|
Official club
website
|
3.24 / 4
|
|
Ease of contacting
club
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2.03 / 4
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|
Listening to fans
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3.12 / 4
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Matchday programme
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1.60 / 4
|
|
|
|
Many people consider the matchday
experience to be very important and a variety of elements are factors in
what is considered to be part of that experience.
Atmosphere was considered to be the
most important factor in what makes up the matchday experience. This was followed in order of importance
by sight lines (view), fans safety, attitude of stewards, toilet
facilities, stadium cleanliness and the standard of food and drink.
Under Ticketing, most people felt
that the price of tickets was the most important thing for them. For Products/ Merchandising there was
little to choose between design of the home kit and pricing as being most
important.
The official club website was
considered the most important aspect of Communications/Customer Service
although “listening to fans” was not far behind.
|
|
5. BCFC PERFORMANCE
Using the above categories, we
asked members to rate the club’s performance for each category. The scale that was used ranged from very
good to very poor. Average was
considered to be the middle ground.
We recognised that some people may not have a view on a particular
issue and included a response to meet that requirement as well.
As a follow up to rating the club’s
performance we also asked a number of supplementary questions for each
category to gauge the strength of people’s feelings on a number of related
issues.
6. MATCHDAY EXPERIENCE
|
|
|
|
1
Very good
|
2
Good
|
3
Average
|
4
Poor
|
5
Very poor
|
6
Don’t know
|
|
Match atmosphere
|
2 (2.11%)
|
15 (15.79%)
|
45 (47.37%)
|
20 (21.05%)
|
12 (12.63%)
|
1 (1.05%)
|
|
Fan safety
|
13 (13.68%)
|
59 (62.11%)
|
18 (18.95%)
|
1 (1.05%)
|
1 (1.05%)
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3 (3.16%)
|
|
Attitude of
stewards
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2 (2.11%)
|
26 (27.37%)
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33 (34.74%)
|
18 (18.95%)
|
12 (12.63%)
|
4 (4.21%)
|
|
Parking facilities
|
0 (0.00%)
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3 (3.16%)
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44 (46.32%)
|
19 (20.00%)
|
14 (14.74%)
|
15 (15.79%)
|
|
Pre-match
entertainment
|
0 (0.00%)
|
0 (0.00%)
|
36 (37.89%)
|
28 (29.47%)
|
17 (17.89%)
|
14 (14.74%)
|
|
Music played before
and during game
|
0 (0.00%)
|
7 (7.37%)
|
37 (38.95%)
|
27 (28.42%)
|
19 (20.00%)
|
5 (5.26%)
|
|
Toilet facilities
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2 (2.11%)
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22 (23.16%)
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34 (35.79%)
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28 (29.47%)
|
7 (7.37%)
|
2 (2.11%)
|
|
Stadium cleanliness
|
6 (6.32%)
|
36 (37.89%)
|
47 (49.47%)
|
5 (5.26%)
|
0 (0.00%)
|
1 (1.05%)
|
|
Sight lines
|
11 (11.58%)
|
57 (60.00%)
|
23 (24.21%)
|
1 (1.05%)
|
2 (2.11%)
|
1 (1.05%)
|
|
|
|
|
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In which stand do you
normally sit?
|
|
|
Atyeo
|
|
34.7
|
|
Dolman
|
|
45.3
|
|
Williams
|
| |