Background
• Results were taken from a sample size of 1,747 fans • Almost 1,800 responses made up of 54% Season Ticket Holders (STH), 28% Club Members and 19% Match Ticket Purchasers (MTP). 74% of which were adults, 21% seniors (over 65) and the remainder were either young persons or juniors. 97% of all respondents are looking to attend matches in 2015/16 • There is a good spread of experience around the ground with more than 30% typically sitting in each of the New Road or Braemar Road Stands, 29% typically standing in Ealing Road and 6% who choose to vary where they sit • Almost 27% of respondents live within 30mins of Griffin Park, a further 41% live between 30 and 60mins away. 14% live over two hours away. The vast majority (44%) drive to Griffin Park, 42% use public transport while a small minority of 1% cycle.
Ticketing
• Just over 70% of respondents purchased their match tickets online, this includes Season Ticket Holders who bought additional tickets on behalf of others. 87% of those who bought online felt their experience purchasing tickets online was either good or very good
• For those that experienced Griffin Park for the first time (5% or all respondents), 93% were either satisfied or very satisfied with their visit
• On matchday, 35% of fans will typically enter the ground more than 30mins before kick-off. Whereas 25% usually try to enter in the 15mins leading up to kick-off
• The Griffin Park matchday experience was well received in 2014/15 with an average rating of 4.4 out of 5 - 95% of fans surveyed indicating that they felt it was good or very good
• The majority of fans were satisfied with the level of stewarding provided. Fans attending matches at Griffin Park overwhelmingly felt either safe (39%) or very safe (58%), with stewards seen to be approachable by most where a fan has sought assistance. 72% of fans surveyed felt that stewards engaged with them in a friendly and helpful manner
• 84% feel that Griffin Park is either very safe or extremely safe for those looking to attend with young children. Those that didn’t feel this way indicated that the amount of foul language they experience is a big factor along with crowding around concession areas and toilets
• Fans were asked what their primary means was for following a home match, 30% identified brentfordfc.co.uk with 47% using one of the Club’s official channels (brentfordfc.co.uk, Bees Player or the Official Facebook/Twitter pages), Unofficial Twitter pages such as Beesotted (10%) and other sporting websites (17%) are used. BBC and Talksport are identified as is the Griffin Park Grapevine
• The range of content on the Club website is seen by those that use it before or after a match as good or very good (72%), the quality of content rated 3.8 of 5
• Half of those surveyed follow the Club on our official channels, 55% of fans mainly follow a home match on Twitter with 45% using Facebook. The quality of matchday coverage was given 4 out of 5 and a vast number of suggested improvements were given by fans, some positively noting the pre-season change to increase commentary on the Official Twitter page
• Griffin Park’s matchday entertainment was given a rating of 6 out of 10. Of the entertainment themes offered there was even support for sponsor promotions, ex-player interviews, half-time performances and Trust half-time shoot outs. Some like the idea of matchday themes
• 37% of respondents feel that an improved pre-match entertainment would get them in the ground earlier
• 60% of fans surveyed typically purchase food and/or beverages when attending matches at Griffin Park with 52% of those spending between £0-10 with a further 26% spending £11-20 on average
• On reflection respondents rated the range, the cost of food and beverages and the quality (food only) all 3.3 each out of 5
• Queue times was deemed to be tied as the most important factor when buying food and beverages, quality of food was next, then price followed by the range and then service was seen as the least important of the five options
• With regard to queue times, 74% of those surveyed felt that queue times influenced their decision to buy food and beverages. Of those that purchased food and beverages, 38% said that the max time they would wait was 4-5mins with a further 33% willing to wait 3-4mins
• 78% of respondents said they would be more inclined to purchase if there were sellers in the stands or there were small outlets dotted around the ground.
• 79% of fans surveyed visited the Stadium Shop during the 2014/15 season. Overall they felt that the quality of products on offer rated 4 out of 5, the range received a rating of 3.7 out of 5 while the cost was 3.3 out of 5.
• Almost 90% of fans feel that the facilities are clearly signposted and but only gave them an overall rating of 5.6 out of 10. Specifically toilets came out worst with a rating of 3.9, bar kiosks along with food and beverage kiosks both achieved 5.1 while The Hive got a 6 – all out of 10.