It’s me again!
Over the last couple of months, I have been working in the background with other members of staff to identify what we can do to improve your match day experience at the Mazuma Stadium.
What better way to find out what you want, than to ask?
During the month of January, we launched our ‘Fan Engagement and Match Day Experience’ Survey, followed by an application process to attend our ‘Fan’s Focus Workshop’ earlier last month.
We had more than 500 responses to the survey and during this blog post, I will be highlighting some of the suggestions and feedback we received, along with explaining some of the ideas that came from, what I can only describe as a valuable and very much enjoyable, discussion with our fanbase.
Firstly, I would like to begin by saying that a big part of the feedback from both the survey and the Fan’s Focus Workshop is Club & supporter education and understanding. We know, that due to the growth the Club has seen over the last 12-18 months and the changes that have been made for new and old supporters that visit the Mazuma Stadium on a regular basis, it is so important that we continue to work with you to help better all of our understanding of the what, the how’s and the why’s.
From the survey I have been able to collate information to create statistics on how our supporters really feel. A huge 82 per cent of you, said that it was easy to buy a ticket, in-store, however speaking to some supporters, online hasn’t been that simple. I have been told that ticket purchases online has got better over the last few months, but a few supporters feel that buying online is time consuming, and also confusing. So, why do supporters have to set up an account to buy tickets online and in-store?
As a Club we have a duty of care to every supporter that steps foot into this Stadium. We need to be able to co-operate with authorities, we need to be able to work with other clubs, but most importantly, we need to be able to identify someone in case of an emergency. Recently, the Club have been pushing our safeguarding policy that under 14s must be accompanied by an adult and 14–17-year-olds must provide the name and contact number of a parent or guardian at the point of purchase. This isn’t because we want to make the process more difficult or time consuming, it’s because we need to have the information on record in case an emergency or incident ever happens.
In terms of buying a ticket, we are working closely with our ticketing provider, Total Tickets, to identify if season ticket holders can release their seats for general sale if they can’t attend games – this was a comment made a lot throughout the survey. We are looking at alternative options for home supporters buying tickets…did someone mention an app? But, as always, anything you think that would make buying a ticket easier, I am all ears, so please get in contact and let me know your thoughts.
Another very interesting bit of information I found from the survey was, over half of the supporters that took part keep up-to-date with Morecambe FC through the Official Website, though most would expect it to have been via social media. More feedback that came from speaking to supporters at the Fan Focus Workshop was that, yes, the world is moving very fast with technological changes and updates in how people communicate, but what about those that don’t feel comfortable online, or don’t have the facilities to download twitter and follow the Club? How can we continue to keep them in the loop?
Someone suggested ‘Shrimps Voice Lines’, a system whereby supporters can call a premium number that would have a voicemail on it, something like the following ‘press one for ticket news updates’, supporters would press one and it would tell them about the tickets on sale or due to go on sale that week, followed by how you can buy tickets. I am very interested in how we can reach these supporters, so any further suggestions…#AskAnya
More ideas on how to improve the entire experience of a match day at the Mazuma Stadium were, instead of written “how to do’s”, offering visual options, i.e. a step-by-step video on how to buy a ticket online. One thing I have been looking into, based on this feedback has been a ‘match day tick list’.
I love a list as much as the next person, mainly because I am so forgetful, but there are so many more reasons why people make lists, they make people feel less anxious and they make people feel more in control – if I can create a match day tick list, of everything you need for the day or even everything you will do that day, from getting the bus to walking through a turnstile, if it will help someone then I am up for that!
In the link below, I have generated a ‘It’s all about the Fan Feedback’ infographic.
Something visual for everyone to see some of the responses we received. Alongside this, we have three lists, a what we can do in the short-term, what we can do that isn’t so easily achieved, but possibly doable in the long-term and finally ideas that just aren’t possible, but why they aren’t possible at this time.
I want supporters to continue to witness change and improvement, I want people to believe that the Club are open to change and improvements and that together, we can make the matchday experience at the Mazuma Stadium the absolute BEST!
Now I have made you read all the above – the important bit. Originally, we said to supporters to complete the form and be in with a chance of winning a signed shirt, well, we have decided to offer five! All winners have been contacted by email, and with consent will be published on the website soon!
Finally, just because the survey is complete and Fan Focus Workshop has been done, we are still open to ideas to continue improving the match day experience.
We see this as an on-going relationship between the Club & supporters and will be working with you in a variety of ways over the coming months and years to be the best we can.
All suggestions made are considered properly, albeit not guaranteed but are always taken on board and if we don’t do them, we will always look at alternative options.
Your Chance. Your Say. Your Club.
UTS,
Anya