Just over half the fans responding to the latest annual survey by the Tottenham Hotspur Supporters’ Trust were satisfied with the year at Wembley. Given the unique circumstances of a team playing all its home games away from home, that’s a positive result.
After campaigning hard for THFC to spend its year away from home playing at Wembley Stadium following strong support for that option in previous surveys, we wanted to find out what you thought of the season.
After campaigning hard for THFC to spend its year away from home playing at Wembley Stadium following strong support for that option in previous surveys, we wanted to find out what you thought of the season.
Just over half the survey, 51%, were satisfied with the year at Wembley overall, with 25% dissatisfied and 22% neutral.
Moving to Wembley did not put most people off attending games, with 36% saying they attended more ‘home’ matches than the season before. Among Season Ticket holders, that figure was 41%. We also found that 37% of Bronze and Lilywhite Members attended more games and 28% attended the same number. Of course, Wembley’s greater capacity will have helped.
Among those who attended fewer ‘home’ games, though, the vast majority (66%) said it was because Wembley was not convenient for them. Poor transport connections and the cost of getting to Wembley were mentioned frequently in the comments. What’s clear is that the Club’s location in N17 is a key factor in bringing in support.
Some 48% of the total respondents were satisfied with ‘home’ League pricing, with 27% neutral and 21% dissatisfied.
We broke this down further to see if there was a difference between the views of Season Ticket holders and the views of One Hotspur Members. On ‘home’ league pricing, the survey showed 53% of ST holders were satisfied, with 20% dissatisfied. Among Members, 44% were satisfied and 25% dissatisfied with ‘home’ league pricing – so there was a slightly higher level of dissatisfaction amongst Members.
Satisfaction across the survey rose to 67% with domestic Cup pricing at Wembley. Breaking it down again, 75% of ST holders were satisfied, with 9% dissatisfied, and 73% of Members were satisfied, with 11% dissatisfied.
For Champions League games at Wembley, approval levels for prices were lower than for domestic Cup games. Categorising Real Madrid and Juventus in the top bracket will have had an impact here. Some 48% of the total survey were satisfied with pricing, with 26% dissatisfied.
A huge 86% wanted the Club to repeat the offer of a group stage package for Champions League games in the 2018-19 season; an offer we continue to lobby for.
There was a split of opinion around categorisation of League games, with 39% of respondents satisfied, 38% neutral and 23% dissatisfied. But dissatisfaction levels with booking fees on tickets runs high at 69%.
Despite the many individual complaints we dealt with during the season, stewarding, security and policing at Wembley got a big thumbs up. Of the total respondents, 66% were satisfied with stewarding (just 15% were dissatisfied); 71% satisfied with security (11%) and 69% satisfied with policing (5%).
There were hundreds of individual comments around stewarding, security and policing, and we’ve forwarded all of them onto the Club’s Safety Officer.
Unfortunately, Delaware North’s catering operation was not so well-received. Respondents were dissatisfied with prices (66%), the quality of food and drink (46%), and the choice (37%). Satisfaction outweighed dissatisfaction on standard of service (45% and 25%) and the availability of food and drink (52% and 22%).
Playing an entire season away from home was a huge challenge. Record attendances and an overall satisfaction level of 51% indicate it was the right thing to do in the circumstances. But it’s clear Wembley could offer a better fan experience, and we’re happy to share our survey data should Wembley National Stadium Limited care to use it. For us, all eyes are now on our new home back in N17.
THST Board
2 August 2018
Moving to Wembley did not put most people off attending games, with 36% saying they attended more ‘home’ matches than the season before. Among Season Ticket holders, that figure was 41%. We also found that 37% of Bronze and Lilywhite Members attended more games and 28% attended the same number. Of course, Wembley’s greater capacity will have helped.
Among those who attended fewer ‘home’ games, though, the vast majority (66%) said it was because Wembley was not convenient for them. Poor transport connections and the cost of getting to Wembley were mentioned frequently in the comments. What’s clear is that the Club’s location in N17 is a key factor in bringing in support.
Some 48% of the total respondents were satisfied with ‘home’ League pricing, with 27% neutral and 21% dissatisfied.
We broke this down further to see if there was a difference between the views of Season Ticket holders and the views of One Hotspur Members. On ‘home’ league pricing, the survey showed 53% of ST holders were satisfied, with 20% dissatisfied. Among Members, 44% were satisfied and 25% dissatisfied with ‘home’ league pricing – so there was a slightly higher level of dissatisfaction amongst Members.
Satisfaction across the survey rose to 67% with domestic Cup pricing at Wembley. Breaking it down again, 75% of ST holders were satisfied, with 9% dissatisfied, and 73% of Members were satisfied, with 11% dissatisfied.
For Champions League games at Wembley, approval levels for prices were lower than for domestic Cup games. Categorising Real Madrid and Juventus in the top bracket will have had an impact here. Some 48% of the total survey were satisfied with pricing, with 26% dissatisfied.
A huge 86% wanted the Club to repeat the offer of a group stage package for Champions League games in the 2018-19 season; an offer we continue to lobby for.
There was a split of opinion around categorisation of League games, with 39% of respondents satisfied, 38% neutral and 23% dissatisfied. But dissatisfaction levels with booking fees on tickets runs high at 69%.
Despite the many individual complaints we dealt with during the season, stewarding, security and policing at Wembley got a big thumbs up. Of the total respondents, 66% were satisfied with stewarding (just 15% were dissatisfied); 71% satisfied with security (11%) and 69% satisfied with policing (5%).
There were hundreds of individual comments around stewarding, security and policing, and we’ve forwarded all of them onto the Club’s Safety Officer.
Unfortunately, Delaware North’s catering operation was not so well-received. Respondents were dissatisfied with prices (66%), the quality of food and drink (46%), and the choice (37%). Satisfaction outweighed dissatisfaction on standard of service (45% and 25%) and the availability of food and drink (52% and 22%).
Playing an entire season away from home was a huge challenge. Record attendances and an overall satisfaction level of 51% indicate it was the right thing to do in the circumstances. But it’s clear Wembley could offer a better fan experience, and we’re happy to share our survey data should Wembley National Stadium Limited care to use it. For us, all eyes are now on our new home back in N17.
THST Board
2 August 2018
| thst_annual_fans_survey_2018.pdf |
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