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#Post#: 126783--------------------------------------------------
Season Survey: You Said, We Listened
DIR By: WellingQuin
Date: August 5, 2024, 9:08 am
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HTML https://www.quins.co.uk/article/you-said-we-listened-supporter-survey
Thank you very much to all the Season Ticket Members who
completed our annual end of season survey for 2023/24. Your
feedback is invaluable to help us improve your matchday
experience, to keep it as the best in the league, as well as
identifying ways that we can improve your overall Harlequins
Member experience.
This season has again seen record high scores in the Club’s
matchday experience feedback, but we know there is always room
to improve. In response to your feedback, below are some actions
the Club is undertaking to enhance your experience as a
Harlequins Member.
MATCHDAY EXPERIENCE:
You rated Men’s matchday experience as 8.8 / 10 across the
season.
Fixtures :
You asked if more meaningful matches could be included in a Club
Season Ticket Membership.
Harlequins are very aware that the loss of clubs from the
Gallagher Premiership in recent seasons has resulted in a
reduction in the amount of Premiership fixtures at The Stoop. We
have worked very hard to replace these fixtures with some
well-attended and high-profile competitive matches, and while we
understand that these are not the same as league fixtures, we
work hard to always produce an entertaining and exciting
matchday for our loyal Members and supporters. We are working to
secure similar fixtures again this season and as ever we
appreciate our supporters understanding as we navigate through
the well-documented financial difficulties and league fixture
limitations within rugby.
Kick-Off Times:
Some of you said you prefer Saturday 15:00 kick-off times.
Kick-off dates and times are selected by Premiership Rugby and
aligned with television picks by the broadcast rights holder TNT
Sports. While the Club understands the desire of many supporters
to see more Saturday afternoon slots, our wide appeal often
leads our fixtures to be selected for broadcast which can lead
to a diverse range of kick-off times. It should be noted that
Saturday afternoons are also less appealing to those who play
community sport, including community rugby which is often played
at this time.
North Village:
You asked for more clarity on closures to the North Village
structure and how this will impact supporters in the coming
season .
The Club is pleased that the North Village development is a key
part of the matchday experience at The Stoop, providing a
covered and heated area with live Q&As, as requested by
supporters. As such, we recognise the frustration that
occasional closures of this area due to commercial partner
bookings can cause. The desire is to keep the area open to
supporters for the same number of matchdays as last season,
balanced with our contractual requirements and additional
revenue opportunities with our two key competition title
sponsors who we are contractually obliged to support (Gallagher
and Investec).
Music Volume and Song Choice:
Some supporters expressed a desire for in-stadium music to be
reduced on matchdays.
Music choice and its usage at live sporting events continues to
be an emotive subject and the Club are always taking on board
supporter feedback and refining our music selection to continue
to provide the best matchday experience in the league. Revisions
to our music playlists have been well received by supporters and
players alike and have played a large part in making Friday
Night Lights fixtures at The Stoop the showpiece occasions they
are. The Club will continue to revise and refine its music
selection to ensure it continues to deliver on a matchday.
Standing During Breaks In Play:
You said you wanted more policing of spectators moving around
and blocking views during play .
As with many other sporting venues, we are aware that spectator
movement during matches can at times impact the experience for
others. The Club is this season reiterating its desire for
supporters to be selective in the times they move around the
stands during the match, and will use Club communication
channels to encourage all supporters to wait for a break in play
before leaving or returning to their seats. Unfortunately, it is
not possible for stewards to hold supporters until a break in
play and in fact this may cause more disruption as larger crowds
find their seats at once.
More Toilets:
You said you wanted more toilet facilities to be brought into
the stadium to reduce queue times.
Toilet queues are a problem shared by many live event venues.
During the 2023/24 season, a number of temporary toilet units
were brought into the stadium to increase provision and reduce
queue times which has seen an increase in survey scores.
Supporters are also reminded that new toilets were also recently
installed behind the North Stand that continue to have reduced
queues and may provide an improved experience during peak times.
Quins Corner:
You asked for an area for Season Ticket Members to sit together
at our Twickenham Stadium matches.
Following more positive feedback after Big Summer Kick-Off, we
will be continuing to roll out Quins Corner at Big Game 16 and
Big Summer Kick-Off to bring more of the famous Stoop atmosphere
to Twickenham Stadium for our showpiece events.
FOOD AND DRINK:
You rated overall bars and concessions experience 8.0 / 10
across the season.
Concessions Prices:
You expressed a desire to see cheaper food and drink prices in
the stadium.
While we do understand the desire for a reduction, prices of
the Club’s concessions are carefully benchmarked with those
offered at other major sporting venues throughout London. Prices
of food and drink at a venue used a handful of times a year,
cannot be accurately compared to a high street pub for example
that sees daily sales. Any increases are kept to a minimum and
are reflective of increases to the Club’s cost base, ensuring
The Stoop remains cheaper than other venues with the same
suppliers (e.g. Twickenham Stadium).
Better Range of Non-Alcoholic Drinks:
You asked for more alcohol-free drinks to be available in our
bars at The Stoop.
This season, the Club are pleased to offer an increase in its
provision of alcohol-free drinks, by introducing Guinness 0.0 in
all bars at The Stoop.
Bar Staff Training:
In time for the beginning of the 2024/25 season, all bar
managers will be taking on enhanced training in partnership with
our partner London Pride, to ensure that all bar staff at The
Stoop can deliver exceptional service across all our bar units.
STADIUM ACCESSIBILITY:
You rated overall accessibility experience 8.4 / 10 across the
season.
Accessible Parking:
You asked for a clearer process for booking accessible parking.
The bookable accessible parking initiative introduced last
season, in consultation with our Supporters Forum, has been well
received. New for this season, we have brought in a more clear
and concise accessible parking webpage, which includes exact
dates and times for when parking will be available for each
fixture at The Stoop. You can find this webpage HERE. As well as
this, several seasonal accessible parking passes have been made
available to allow more regular options for supporters who
require accessible parking.
You asked for more covered seating for supporters with
accessible needs.
The Club understands the desire for more covered seating and has
discussed this with the Disabled Supporters Forum.
Unfortunately, without major investment into the stadium’s
infrastructure, this is not possible at this time. Our Ticketing
Team are always on hand to help with supporters seating
requirements.
CLUB ENGAGEMENT:
You rated overall quality of Club communication 8.5 / 10 across
the season.
Player Injury Updates:
You asked for more updates on player injuries and expected
returns.
Regrettably, due to player’s rights for privacy over their
medical records, coupled with the need to retain a competitive
advantage over other clubs, the Club will not be looking to
introduce ongoing player injury updates. Wherever possible
however, we will look to give more general updates on injury
statuses, especially when it relates to longer term injuries.
More Relevant Club Communications:
You asked for Club communications to be more targeted to reduce
the number of emails received.
This season, the Club will be streamlining email communications
to ensure that Members receive the appropriate quantity of email
communication and that emails remain relevant, up-to-date, and
engaging. For example, Members will no longer receive a Plan
Your Day email prior to a matchday and will instead receive an
enhanced Team News email which will include tailored updates on
the matchday experience, with supporters encouraged to check the
Club’s website or comprehensive FAQs for further details.
Club App:
You asked whether the Club would introduce in a Harlequins App
for communication and tickets.
The Club are exploring a number of opportunities to improve
interaction and engagement with our supporters and Members,
although sadly some are cost-prohibitive. More information on
these new areas of engagement will be announced later this
season.
Members Shop Discounts:
You asked whether more retail discounts could be offered to
Season Ticket Members.
Last season saw a number of exclusive discount windows both
in-store and online for our Season Ticket Members. While our
Official Technical & Retail Partner Castore will not be offering
year-round discounts, the intention is to continue to offer
these priority discount windows for Season Ticket Members to
enjoy deeper discounts for longer periods.
Website Difficult To Navigate:
You said the Club website can be difficult to navigate at times.
The Club is in the process of carrying out work to streamline
and refresh the Club website in order to provide a better user
experience and easier navigation. More details on these
improvements will be communicated in the coming months.
TICKETING:
You rated overall Ticketing experience 8.6 / 10 across the
season.
Ticket Resale/Forwarding:
You asked for more clarity on when Ticket Resale was available
for fixtures.
We are delighted that so many of you are supporting the Club and
filling your seat when you can’t attend. Consistent sell-outs at
all our Gallagher Premiership and Investec Champion Cup matches
last season has led to record success rates across Ticket
Resale. We are working to provide clearer communication on when
Ticket Resale is available, and have easy-to-follow guides on
Ticket Resale and Forwarding available on our FAQs page to make
the process as smooth as possible.
SUPPORTER BENEFITS:
You rated overall Membership value 7.5 / 10.
Quins Rewards:
You asked for a greater choice of Quins Rewards items and higher
quantities of our most in-demand items.
The 2023/24 season saw the highest engagement yet in the Quins
Rewards programme with over 5,000 Members enjoying exclusive
items and experiences. This season, we will be offering even
more unique items on the Quins Rewards marketplace, and in
higher quantities. Your continued support of the rewards
programme means we can continue investing and reward you with
better items. We have already begun to increase quantities of
the most demanded items, like signed photos, and will continue
to do this throughout the season.
Harlequins Trading Cards:
You asked for a continuation of our high-demand Harlequins
Trading Cards.
In response to overwhelming positive feedback to our first
edition of Harlequins Trading Cards, the Club will be releasing
a new series near the start of the 2024/25 season, featuring
more players, as well as a brand-new design. We are also
exploring the introduction of a Harlequins ring-binder folder to
store collections in.
#Post#: 126784--------------------------------------------------
Re: Season Survey: You Said, We Listened
DIR By: Thegp
Date: August 5, 2024, 10:53 am
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They should have renamed that “you said, we listened but we’ll
ignore it”
Most of the points which were very valid they dodged completely
#Post#: 126785--------------------------------------------------
Re: Season Survey: You Said, We Listened
DIR By: SiB
Date: August 5, 2024, 11:14 am
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--- Quote from: Thegp link ---
>
> They should have renamed that “you said, we listened but we’ll
ignore it”
> Most of the points which were very valid they dodged
completely
>
>
>
--- End Quote ---
Was about to say the same , does seem like just ignored
#Post#: 126793--------------------------------------------------
Re: Season Survey: You Said, We Listened
DIR By: poorfour
Date: August 5, 2024, 12:35 pm
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--- Quote from: Thegp link ---
>
> They should have renamed that “you said, we listened but we’ll
ignore it”
> Most of the points which were very valid they dodged
completely
>
--- End Quote ---
There's a difference between ignoring something and
acknowledging it but explaining why you can't do anything to
change it.
Some of the points are disappointing but inevitable - tv and
sponsors will always call the shots commercially.
Some of them are disappointing but enlightening - I hadn't
considered the privacy angle around injury disclosures.
And they have made the change that I most wanted to see and put
Guinness 0.0 in every bar.
#Post#: 126798--------------------------------------------------
Re: Season Survey: You Said, We Listened
DIR By: Brown Bottle
Date: August 5, 2024, 1:23 pm
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--- Quote from: poorfour link ---
>
> ...
> And they have made the change that I most wanted to see and
put Guinness 0.0 in every bar.
>
--- End Quote ---
That is the clincher.
#Post#: 126800--------------------------------------------------
Re: Season Survey: You Said, We Listened
DIR By: Brown Bottle
Date: August 5, 2024, 1:55 pm
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You said; we went down the pub.
#Post#: 126801--------------------------------------------------
Re: Season Survey: You Said, We Listened
DIR By: Thegp
Date: August 5, 2024, 2:10 pm
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They did say they will train the bar staff.
This is not just a Quins issue as has the same issues at
Twickenham and Brentford’s stadium, but maybe having staff who
are not like they just wandered in off the street might help
Some of them have never been in a pub in their life by the
standard of their serving
First game will be obvious. Will they have a few pints poured
ready for half time customers to save time?
#Post#: 126810--------------------------------------------------
Re: Season Survey: You Said, We Listened
DIR By: Brown Bottle
Date: August 5, 2024, 5:02 pm
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--- Quote from: Thegp link ---
>
> They did say they will train the bar staff.
> ...
>
--- End Quote ---
The bar managers.
#Post#: 126812--------------------------------------------------
Re: Season Survey: You Said, We Listened
DIR By: nutkin
Date: August 5, 2024, 5:42 pm
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Harlequins have a rolling contact with Compass Group and they
have assigned one manager and one assistant manager to the Stoop
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