The new Tottenham Hotspur Stadium has been rated a hit by a stunning 95% of fans who responded to the annual survey of fan opinion carried out by the Tottenham Hotspur Supporters' Trust. This year over 4,300 fans, the most to respond in the survey’s six-year history, gave their views on a range of issues from ticketing to TV scheduling to national campaigns. But it is the positive response to the new stadium that catches the eye.
While the Club made much of putting the fans at the centre of its plans for the new ground, it’s safe to say plenty were sceptical about whether what would be delivered would be what fans wanted, and whether it would feel like home. With 95% of respondents saying they were satisfied with the fan experience, there can be no doubt that the Club succeeded on both counts. There are, inevitably, some areas that need to be improved – particularly around stewarding.
It’s possible the new stadium has been embraced so warmly because people were so tired of Wembley – only 52% of fans were satisfied with our first season there, and the long and uncertain wait during last season didn’t create more love – but even so, a 95% approval after just seven games needs no further qualification.
There’s more on exactly what fans love about the stadium, plus how it is changing match-day habits, in the full results of the survey which we’ve published in an illustrated booklet. And we’ll be taking a deeper look at the results in this and other areas, and what they mean, over the next few days in a series of stories on our website.
We also asked about ticket allocation and pricing, both home and away, and looked at what One Hotspur members expect from their membership. The answers make interesting reading. Dissatisfaction with ticket pricing and the removal of cup credits from Season Tickets remains high, away ticket allocation continues to divide opinion, and the need for the Club to address the issue of ticket availability for members is demonstrated more strongly than ever. More in our ticketing story later this week.
One other eye-catching finding was that 81% of those who answered our survey said they had been inconvenienced by games being moved for live broadcast. When eight out of 10 members of your customer base say they are facing problems because of the way a commercial deal works, surely even the football authorities have to concede there is a problem? Especially when those customers are a key part of the ‘product’ being sold. We’ve said for some time the TV tail is wagging the football dog, and these latest findings are further evidence of that.
We also asked about match day atmosphere – it’s also rated highly in the new ground but there are some puzzling findings on the subject of visual displays of support. More later this week, along with fan views on national campaigning work, and of course how the team and the Club’s owners have performed this year. And there’s some quite encouraging feedback for us at the Trust too.
All the findings from our survey are used to inform the work we do during the year. That work can be done more effectively if more people join. If you’re not a member, joining is one click away. If you are, please pass the link on to at least one non-member.
Look out for stories on the stadium, ticketing, the team and the Club, and national and international issues affecting fans in the coming days. You can read the full set of survey results below.