CLARETS VIEW: THE NEXT STEPS

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CLARETS VIEW: THE NEXT STEPS - TICKET SURVEY

Clarets View focus group meet staff representatives to discuss ticketing

2022-04-13T09:17:29.039Z

CLARETS VIEW: THE NEXT STEPS - TICKET SURVEY

Clarets View focus group meet staff representatives to discuss ticketing

2022-04-13T09:17:29.039Z

Clarets View focus group meet staff representatives to discuss ticketing

Earlier this year we launched an exciting new initiative, Clarets View, offering supporters the opportunity to have their say on various areas of the football club.

Over the course of the past few weeks, the Club has communicated a number of surveys and we have received an excellent response, with hundreds of supporters engaging with the important fan-led initiative.

One of the first areas that we asked for feedback on was ticketing, and on Tuesday 29th March, we held a focus group of randomly selected Clarets View members, following the ticketing survey distributed in late February.

The focus group met staff representatives, Fan Experience Manager Harriet Harbidge, Ticketing Manager Chris Parkinson, and Co-Chief Operating Officer Mark Thompson at Turf Moor, to discuss various topics relating to ticketing at the Club, including the ticketing website, fan experience and question & answer sessions.

Burnley FC ticket website

On the subject of the website, supporters discussed that having seat selection for away matches would improve the experience of purchasing tickets. This is something the Club will continue to investigate as progress with the website is made. In addition to this, the group also spoke about their experience of the season ticket renewal process and any difficulties or challenges they encountered when trying to renew.

Fans offered many ideas for the website, including changes to the current point system and the possibility to register interest in away matches before tickets go on sale in order to assist the Club’s decision on the allocation requested.

Fan experience

The focus group talked about ways to build the atmosphere at Turf Moor on a matchday. Suggestions included flags, stand mosaics and ways the Club could reward season ticket holders for their loyalty, reflecting on offers in previous seasons.

Additional product offerings were also highlighted by the group such as opportunities to purchase add-ons to season tickets, which entitles holders to food and drink as part of the overall season ticket package.

CLARETS VIEW: THE NEXT STEPS - TICKET SURVEY - Image 1

General ticket feedback

The re-arranged first team fixtures, due to Covid-19 cancellations, has caused disruption for many supporters this season. Several members of the group found complexities around travel to and from games more difficult this season, although it was highlighted that this can always cause complications. The working group raised the possibility of the Club providing official travel and accommodation, to make it easier for fans to travel to away matches.

The group also discussed that how to earn and spend TeamCard points is an area of confusion. The Club agreed that the TeamCard reward system needs re-communicating so that fans can find out how many points they have and how to redeem them.

Social Media Q&A

Feedback from the working group found that the recent Twitter Q&A session regarding tickets was helpful and engaging.

The group expressed that they would appreciate more Q&A sessions via social media with various other departments at the Club.

Reflecting on the focus group and the findings, Burnley FC Fan Experience Manager, Harriet Harbidge, said: “The focus group offered a fantastic opportunity for us to further delve into the feedback we received from the ticketing Clarets View survey.

“The aim of the Clarets View initiative was to gather an insight from supporters, into various areas of the Club, but to also action some of the suggestions and create positive change.

“We are committed to making changes based on the feedback we get from fans, understandably, while we cannot fulfil every suggestion, it’s invaluable that we take these ideas forward to make as many changes as possible, to ensure that fans are being heard and helping to improve the Club.

“As a Club of the people, we want to put fans at the heart of what we do. Through Clarets View and the focus group that we held recently; we can actively do this. We can work together to make sure that fan’s voices are not only heard but that they are contributing to making tangible changes at the Club. We’re pleased with the progress made so far and look forward to what’s to come.”

Make your voice heard by signing up to Clarets View here.