THST Fan Survey 2019: the results
Member ticketing for the coming season
One Hotspur Member propositions
European Finals proposal: #FortheFans
Thomas Cook Sport follow up
On the Ball campaign
Business & Community Liaison Group meeting – 23 July
- Memorial service for Justin Edinburgh – 16 July
- Enfield Town v THFC U23’s – 31 July
- PCUK London to Amsterdam 2020 bike ride
- The Spurs Show
- Wingate and Finchley FC
- Zeelo coach travel
- Big Green Coach travel
- One Hotspur moments
1. THST Fan Survey 2019: the results
Our sixth annual survey was completed by over 4,300 fans, making it the biggest ever response and further establishing it as a robust measure of fan opinion. News stories this week on our website have been giving a headline view of the findings, along with a link to the full results. The standout finding is the astonishing 95% satisfaction rate with the match day experience at the new stadium. We are pretty pleased that the approval rating for the work we do was almost as high, with 93% of Trust members backing what we do and the way we do it.
The survey also found there are still issues to address around ticket pricing and allocation and the stewarding at the new stadium, and we’ll continue to try and work with the Club to achieve solutions that benefit fans.
With the results published in detail on our website, we won’t repeat the findings here but please do take the time to read the summary and the news stories, and to admire the attractive infographics kindly produced by Justin Ford of Hubert and Ford (thanks, Justin!)
2. Member ticketing for the coming season
Members will by now have experienced the first of the new, bumper purchase windows for home tickets the Club announced it would be introducing at the start of the month. We gave our view on the reduction from 19 individual sales windows for Premier League games down to 7 windows on our website earlier this month. We worried about members potentially missing out on three games rather than one if they encountered problems on the day, the complexities of making three different purchase decisions in one go and the financial burden of buying tickets for three games at once. And we could not see the logic in the Club implementing this new process before it introduced the promised new online queuing system. The Club’s view was that we were overstating potential problems.
On the first day of the new process, we received complaints about the lack of a transparent and reliable online queuing system, missing out on three games rather than one, the complexities of making three different purchase decisions in one go and the financial burden of buying tickets for three games at once.
We can do no more than emphasise that these changes were introduced in spite of no apparent demand, without any consultation and against the recommendation of the Club’s recognised Supporters’ Trust. It’s regrettable the Club decided to plough ahead with these changes, and we fear that, with only two more windows to go before some members realise they have paid c £50 for a One Hotspur membership but missed out on half our home games, the level of complaints will only rise. Especially if the promised new queuing system does not improve confidence in the process. We have to say that, given past experience of Ticketmaster’s systems, we are not optimistic.
We’ll continue to monitor the situation and to ask the Ticketing team for regular updates on the technical improvements to the queuing system promised by the end of September.
3. One Hotspur Member propositions
Trust Co-chairs Katrina Law and Martin Cloake met with Anne-Marie Dargan, THFC’s Head of Fan Relationship Management, to discuss the Club’s membership propositions in mid-July.
There was some detailed discussion about the One Hotspur and One Hotspur + propositions, including a useful look at renewal rates and the purchase behaviour of members that enabled us to pursue an informed discussion.
We discussed the practicalities of developing different membership strands to cater for fans who wanted a membership for access to tickets, and fans who would never or rarely go to games but wanted a connection with the Club.
We discussed a number of other membership benefits, including the One Hotspur Moments programme mentioned at the end of this newsletter, and expanding the current discounts offered.
We asked that the Club look at introducing a Young Adult membership to reflect the Young Adult pricing. The Club has only recently streamlined membership packages and was anxious not to complicate them again, and there were also concerns about the differences between young adult and student members in terms of ability to pay. Our position is that there should be a discount for registered student members, and that the Young Adult category should stay. The Club is considering ways to reward and recognise Young Adult members in the future.
We discussed whether there were plans for a separate category of membership for Tottenham Hotspur Women. With the Women’s team newly-promoted to the Women’s Super League and a whole new infrastructure needed, membership schemes for supporters had perhaps understandably not been top of the agenda. The Trust Board will pick up with the new General Manager of the women’s team to see what, if anything, we can do to support them this coming season.
Finally, there was some discussion of the offer to and management of Official Supporters’ Clubs. Again, some thought needed to be given to what the Club is offering as access to tickets is extremely limited – although members of Official Supporters’ Clubs are also able to apply for tickets as individual One Hotspur members. We recommended establishing a Council of OSC reps to act as a point of focus and feedback for the department, which had recently received some extra staffing.
Some of the more complex changes that might be needed are likely to take some time, but overall this was one of the more productive meetings we’ve had with anyone at the Club, with discussion conducted on the basis of mutual respect and understanding that we all wanted to work to improve the fan experience. More of this in future would be welcome.
4. European Finals proposal: #FortheFans
Following the joint campaigning initiative by fan groups from all four clubs competing in last season’s UEFA finals, we continued to work with colleagues to build the campaign in to the new season. Starting work at the start of a season allows us to avoid the criticism that groups only campaign when issues affect them, and also allows us to build a wider coalition of support.
Fan groups in England agreed a six-point plan with which to lobby UEFA, covering ticket allocation, affordability, stadium capacity for finals, accessibility and facilities, infrastructure and equality. Details can be found via the campaign on Twitter @ForTheFans.
The plan was taken to the Congress of Fans Europe in Lisbon by delegates from English clubs and was adopted unanimously. Work now continues with colleagues at European level to ensure that these proposals are acted upon. We’ll keep you updated on progress.
5. Thomas Cook Sport follow up
As we completed this newsletter, the latest word from the Club was that it was “currently looking at options for domestic away travel”. Some fans have contacted us to ask if this means the Club will either be dispensing with the services of Thomas Cook Sport or not running transport to away games both domestically and overseas.
We’ve made it clear that, while fans have serious reservations about the quality of service provided by TCS for the Champions League Final and the company’s general approach to customer service, they value Club travel options.
We’ve also asked for the Club to make its plans clear as early as possible, so fans can prepare.
6. VAR explained
THST Board member Martin Buhagiar represented the Trust at a VAR session at Stockley Park, arranged by the Football Supporters’ Association, that detailed how the system will work in the Premier League next season.
Fan reps from clubs including Newcastle United, Manchester United, Watford, Leicester, West Ham, Chelsea and Arsenal also attended.
The session illustrated the differences between VAR as used by FIFA and UEFA and the changes that have been made for its introduction to the Premier League.
For a more detailed summary of those differences, click here to have a read.
Fans reps were also allowed to take a seat to view in-game examples of when, where and how VAR would be used and the length and depth of checks that are made.
7. On the Ball campaign
THST was contacted about the On the Ball campaign back in September 2018: a campaign which has gained widespread media and club attention working to get free period products in female bathrooms at football grounds. The campaign already has support from 29 clubs including Fulham, Brighton, Barnsley, Dulwich Hamlet and Huddersfield and has featured in the Guardian, Independent and on Sky News. They wanted our help getting Spurs to support the campaign at the new stadium.
We’ve spoken with Supporter Services and received an encouragingly positive response. We’re hopeful we will see developments in August and will be sure to keep you posted on those.
8. Business & Community Liaison Group meeting – 23 July
Trust Secretary Pete Haine represented THST at this month’s B&CLG meeting where the big issue for the local community continued to be the use of the streets surrounding the new stadium as urinals. There was a commitment for further provision of temporary toilets outside the ground at “wet spots” with publicity along the lines of “go before you leave” and identifying the location of the temporary facilities, along with better signage outside the stadium.
Ahead of the October games, the NFL will be making a presentation of their plans at the August B&CLG meeting.
It was reported that the friendly against Inter Milan on Sunday 4 August and first two Premier League home games against Aston Villa and Newcastle United have now sold out.
There was an update on the refurbishment of White Hart Lane train station, with new platform access scheduled for completion by August Bank Holiday weekend. At present, the single staircase at the northern end of the station means there is a bottleneck to access that staircase, resulting in trains departing half full. The refurb provides two staircases located in the centre of the platforms, meaning that the bottleneck is reduced and more people will be able to access the platforms more quickly.
Keep an eye on Club communications, which will clarify the revised queuing procedures once the refurbishment is completed and the new staircases are operational.
- Memorial service for Justin Edinburgh
Throughout the service, shining through was the impressive mark Justin left on all; as a footballer, a manager and, above all, as a husband, father and family man. The words of his son Charlie, his brother Jason and of a life-long family friend were a poignant and an eloquent testimony. Former Southend United footballing colleague and current Leyton Orient Director of Football Martin Ling, along with Orient captain Jobi McAnuff, spoke of Justin’s skill in rapidly steering their club back to the Football League from the lower reaches of the Conference.
Representing all the many ex-Spurs stars, colleagues and the Club, Paul Allen recalled his shared ten years with Justin at Spurs from their early car journeys to Spurs from their Essex town and ending with a car journey they shared on their return from Madrid a day or two before Justin’s fatal heart attack.
A special mention too for the London Community Gospel Choir, providing the Cathedral with soul.
THST also made a donation to the JE3 Foundation on behalf of our members.
- Enfield Town v THFC U23’s – 31 July
- PCUK London to Amsterdam bike ride 2020
The total raised by all football fans participating in 2019 stands at £536,000.
A special thank you to Trust members and friends who have added over £3,000 to the team page, and no doubt a great deal more to individual Spurs cycling friends.
2020: A number of Spurs fans have signalled an interest in joining us for the 2020 ride. Formal registration should start later in August but meanwhile you can express your interest here. You can also contact the Cycle on You Spurs team leader Kevin Fitzgerald with any queries/further information at mailto:kevin.fitzgerald@THSTOfficial.com
- The Spurs Show
The Spurs Show holds regular, intimate events in Central London with ex-players and Club legends. These entertaining and informative nights are extremely popular with fans of all ages, are always well attended and have become a cornerstone of the Spurs social calendar.
Now’s your chance to be at all Spurs Show Live events for the coming season with your very own Spurs Show Live season ticket and, as a THST member, you’ll get a 20% discount! Full details are can be found here.
- Wingate and Finchley FC
For any of Wingate and Finchley’s home matches, adults presenting a proof of membership of THST at the gates will gain entry for half price. That’s just £6. And any juniors under the age of 16 will be allowed in for FREE. For Senior Concessions (over 65) and Students (proof required for both), the charge is a modest £3. More information can be found here.
THST members are welcome at these matches. Keep an eye on Wingate & Finchley’s social media for latest news.
We’d like to clarify that this is not an exclusive arrangement with Wingate and Finchley, and should we be approached by other local teams with a similar offer, we’d be very happy to explore similar partnerships.
- Zeelo coach travel
- Big Green Coach travel
Low cost return coach travel is available from: Amersham, Aylesbury, Basildon, Bedford, Braintree, Brentwood, Cambridge, Chelmsford, Colchester, Dartford, Gillingham, Grays, Hadleigh, Hatfield, Hemel Hempstead, Hitchin, Huntingdon, Luton, Maidenhead, Maidstone, Milton Keynes, Rickmansworth, Shefford, Slough, Southend, St Albans, Stevenage, Trumpington, Watford, Welwyn and Wycombe.
Adult return seats start from £14 and child prices are available. Single journeys are also available for mid-week games if you only need to get home after the match. Big Green Coach will run these services to all Spurs games held at home.
Get dropped off in plenty of time before kick-off in the Official Coach Park – exclusively used by Big Green Coach – and enjoy all the facilities the new stadium has to offer. Coaches are timed to leave one hour after the final whistle (or as soon as they are full).
Season Travel Passes are available for Season Ticket Holders, staff are on site to make sure your journey is a smooth one and a dedicated Customer Service team available. For more information or to book click here. To sign up to hear more click here.
One Hotspur Moments are a great addition to the benefits of membership and, after speaking with the Fan Relationship Management team at the Club, want to make more of you aware of the programme, encourage more ideas for new Moments, and let more of you know how to apply for competitions.
The new stadium opens up more unique space and more opportunities to deliver bigger and better Moments than ever this coming season, so if you have any thoughts on what to include in the portfolio or have anything specific you’d love to experience, please let the FRM team know by email at firstname.lastname@example.org.
We’ll make this a regular feature in our newsletters and will keep you posted on upcoming competitions each month, too.
#For The Fans
A Shiny New Stadium
Members’ new ticketing arrangements
Fan Survey 2019
1 August 2019
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