Fans feeling positive in survey
8th April 2016
Swansea City fans remain overwhelmingly positive towards the club with the vast majority believing it is well-run and heading in the right direction, according to a recent Premier League survey.
A total of 1,162 Swans fans who were regular visitors to the Liberty Stadium completed the Premier League's comprehensive online survey where respondents confirmed they were especially positive towards the club's sustainable financial policy, maintenance of ethos, tradition and long-term vision.
Swans fans were also notably more positive overall than the majority of other Premier League fans towards the club's openness, fan engagement and the extent to which it listens to its supporters.
The overall matchday experience at the Liberty Stadium was also ranked highly and sixth overall in the Premier League.
The survey, which has been conducted by the Premier League for the last 12 seasons, provides every club with data on key measures and trends within its fan base.
Some of those key data points were:
* Swansea City fans completing the survey have supported the club for an average of 18 and a half years, and attend on average 17 games a season.
* 51% of respondents attended both home and away matches in 2015/16, a decrease of 26% from 2011/12.
* 54% of attendees are 'aged 45 to 64', a percentage that is in line with the PL average.
* In regards to Customer Service between 2011-12 and 2015-16, 'Customer Service Staff', 'Corporate Sales Staff' and 'Club Staff' all scored similar to the PL average.
* The survey ranked Stewards 6th in the PL along with Club Shop staff (2nd), Programme sellers (2), Catering Staff (5) and Police Officers (2).
* 83% of fans questioned believe the 'club already makes a significant contribution to the local community', above the PL average of 73% for 2015-16.
* A total of 75% of fans stated that they were 'Aware of the community initiatives run by the club', an increase of 20% from 2011-12. This figure is 5% above the PL average.
* 56% of fans questioned purchased their season tickets 'Online' last season, an increase of 45% from 2011-12 and a figure that is 4% above the PL average. Conversely, 73% of fans in 2011-12 purchased their tickets 'In person at the Ticket Office,' while only 28% of fans purchased their tickets in this way in 2015-16.
* One in 4 'Non-Season Ticket Holders' previously held a season ticket at the club, a statistic that has decreased from 1 in 3 from 2011-12. 'Can't commit to every home match' (36%) and 'Live too far away' (33%) were identified as the two main factors as to why individuals have not repurchased a season ticket.
* The club performed above average in 9 of the 10 performance areas used to evaluate 'Ticketing Services'. The club ranked in the top 5 across the PL in regard to 'Ease of getting ticket information' with 'Distributing away match tickets' (1st), 'Ticket price for concessions' (3) and Special offers (6).
* 'Ease of purchasing tickets by telephone' (10) was the only area in which the club performed below the PL average.
* In regards to 'Match day experience', Swansea City ranked highest out of all PL clubs for 'Access to food and drink' (1st). The club featured in the top 5 for 'Cleanliness' (2), 'Toilet facilities' (3), 'Match atmosphere' (5), 'Access to food & drink (1), 'How welcome you are made to feel when you arrive at the ground' (5), 'Facilities for children' (5), and Top 10 for Quality and range of food & drink (9), Price of food & drink (7), Sight Lines (6), Matchday programme (7), Wifi (7) and Mobile Phone Signal (7).
* The 'Overall match-day experience' was ranked 6th out of all the PL clubs with a score of 4.39 out of 5.
* The club's lowest score was in 'PA Announcements in the stadium', in which it ranked 17th overall.
* In regards to Club Contact, 93% of respondents identified 'Email' as the best way for the club to communicate with them, with 80% of respondents stating that the performance of the club's contact via Email was either good or very good. Next was the Official club website with 57%.
* 69% of respondents stated that the club was either good or very good at 'Listening to supporters', a figure that has improved by 6% from 2011-12 and also 29% above the PL average.
* The club performed above average in regards to the 'Club Website', 'Communicating fixture changes', 'Letting you know how to contact the club', 'Communicating via Social Media' and 'Responding to contact from fans'.
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