FANS AND CORPORATE FANS SATISFACTION SURVE

FANS AND CORPORATE FANS SATISFACTION SURVEY - RESULTS 2008/09

1.INTRODUCTION
We have recently undertaken our annual satisfaction survey with both Fans and Corporate Fans.

To undertake the surveys we have again used The Leadership Factor, an independent research company who specialise in satisfaction surveys across a wide range of leisure and business sectors.

2.METHODOLOGY
The surveys cover the 'match day experience' of Fans and Corporate Fans, with the questions determined by groups of Chelsea Fans and Corporate Fans. Levels of satisfaction are compared from one season to the next.

Each requirement listed in the questionnaires is measured on a 1 to 10 scale, where 1 means 'very dissatisfied' and 10 means 'very satisfied'. This enables us to record an overall Satisfaction Index for both Fans and Corporate Fans that can be compared each season.

3.CORPORATE FANS SURVEY SEASON 2008/09
1200 Corporate Fans were emailed a web survey link to the questionnaire

209 completed questionnaires were returned (a response rate of 17.4%).

* Overall Satisfaction Index 2008/09 is 72.7% (down from 72.8% in 2007/08)

Areas of Satisfaction

* Availability of match day programme
* Match view from corporate areas
* Safety
* Friendliness of staff
* Type of seating

* Cleanliness of dining and bar areas

Areas of Dissatisfaction (unchanged)

* Value for money of season ticket price
* Access to non-corporate match tickets
* Speed of table/bar service at half time
* Fans to be seated at start of game/ second half
* Match atmosphere in corporate areas

Recommended 'priorities for improvement':

(Areas for improvement 2009)

* Value for money of season ticket price
* Speed of table/bar service at half time

* Fans to be seated at start of game/ second half
* Quality of the food

4.FANS SURVEY SEASON 2008/09
20000 Fans were emailed a web survey link to the questionnaire

3410 completed questionnaires were returned (a response rate of 17.1%).

* Overall Satisfaction Index 2008/09 is 68.0% (up from 67.4% in 2007/08)

Main areas of Satisfaction

* The match day programme
* Price of cup match tickets
* Safety at the stadium
* Ease of exiting the stadium

Main areas of Dissatisfaction (remain unchanged)

* Club approach to booking fees
* Price of food and drink
* Price of Premiership tickets
* Quality of food and drink
* Frequency of tube trains before and after match

Recommended 'priorities for improvement':

(Areas for improvement during 2009)

* Club approach to booking fees
* Price of Premiership Match tickets
* Price of Food and Drink

Other suggested areas for improvement:

·Ease of turnstile access to the stadium (West Stand)

·Ease of exiting the stadium (East Stand Upper)

·Toilet facilities (East Stand Upper)