Report no 1 from Fans Forum last night

Havent got time for it all now, so here's part 1. Pleas enote some opinions are mine but most is just reporting what i thought I heard



Fans Forum 17.11.2010

I was lucky to be invited to the Fans Forum at the CCS last night, just happened to be in the right place at the right time !
Actually I very nearly wasn’t as after arriving a bit early I nipped over the shops for food only to find the gates were all locked apart from the front one which was a long way away. Using skills developed from 25 years of following City I found a way over the fence to get to the main reception !
Anyway, I’ll try to put together as much as possible from what I learnt for anyone who may be interested.
The evening mainly revolved around a presentation from Julian Jenkins regarding the feedback from the Fans survey form which they had received a healthy 1400 replies.
Introduced by Julian and in attendance to answer questions and make their case regarding the feedback were
Jane from Compass
Toni Jones Head Steward
Helen from the Club Shop
Barry McCauliffe – Website and Program
Wayne Nash – Stadium Manager
Debs the away steward.

Various slides were shown with the responses to the questions…
Satisfaction ratings were given based on these.
Ticket Office
Had 81%, although the club recognise that thiscan be made better. We were told that now 58% of fans now buy on-line and the club were looking to bring in the software Man Utd use which would give you an on-lie choice of your exact seat and a virtual view as well.

Also interestingly 98% buy BEFORE match day, so the old ‘walk-up’ is really a thing of the past. This helps the club in planning stewarding, program print etc.. We now have almost 18000 season ticket holders including the Premier Club.

In general ticket prices were also fed-back as being decent, although given very few buy on the day and pay the higher prices maybe that’s not such a surprise.


Club Shop
This didn’t fare so well with criticism over poor stock although the club shop has more stock now, so hopefully this main gripe has been sorted. It was the same old story of lack of funds to buy decent stock (or any at times) until now. The other issue was over-crowding on match days. It certainly puts me off. I suggested that they kick the rugby out of there as the area in the new shop is not much more than we had at NP. JJ agreed about the space, although there were diplomatic silences about the rugby (I cant see why we couldn’t build ANOTHER, separate shop for them). Apparently on match days there are extra rails for footy stuff in the rugby ‘area’. Personally its still not enough if we want to be a ‘big club’.
Good news though in that next ears shirt has now been signed off. The delay last year was due to the shirts being held at the docks while the supplier waited to get paid. The club staff are hoping that this is in the past and there will be no repeat of this. They are looking at an executive range for casual clothing with toned down logos and my personal favourite CCFC towels !
Quality was mentioned, and again due to financial problems before we were limited to only a small no. of suppliers, generally the cheap end, as the big boys weren’t interested due to the credit risk. This situation has been reversed and major suppliers are now contacting City, so this should lead to improvements there.

Stadium

86% were happy with the quality of the stadium. There are meetings set up to check the feasibility of extending the stadium either just the Ninian Stand or all 3 single deckers to become doubles. ARUP, HMA and Laings have been approached as they built the ground and should be most cost-effective. Vince mentioned that it would take 12 weeks per stand for the structure but the fit out was trickier and would have to be worked around. A figure of 34000 was mentioned, but so were others ! Its early days yet so don’t go moving seats just yet.
As mentioned before the number of spaces in the disabled section is large – 188 and a funny story was that we only had 80 at Wembley- and after the game 20 wheelchairs were left behind ! Some of these had been given up to ‘able bodied’ as they were unused, but due to that berk running on the pitch from that area we can’t do this any more. He also cost us 224 seats at QPR as they are insisting on keeping the front rows free there now. This must be very frustrating for the guys who have to fight our corner as every time we seem to be cleaning up our act someone spoils it and the same old stuff gets thrown in their faces. Its possible we could get some more seating in the corners.
The Family Stand is sold out, but the club are looking to utilise the corner between the Grandstand and the Canton in future. Sooner the better if you ask me ! The current family stand had VERY GOOD feedback from respondents.
Toilet quality
Some small issues, but a huge improvement on NP and this as cited as very important for women and families. With an 11-year old girl I wholeheartedly agree.
Stewards
A few minor issues mentioned, but overall they are seen as very good.
Program
Those who buy it rated it highly. However 30% never buy them. This was due to many not knowing where to buy them. The club prints them based on expected sales, both of home fans, but also importantly away as there is a higher take up amongst away fans. Left over programs get passed on to Community Schemes. They are printed late on Friday and even sometimes Saturday 1st thing.
Refreshments
The survey gave a mixed response to this, with the obvious complaints regarding price and quality. Of course its probably a lot better than NP, but Compass are working on the quality, in particular the burgers which will be char-grilled (if this makes them like the Premier Club ones then that will be great). In terms of price then we are similar to other grounds and Compass having paid £4m for the priviledge will be looking to make their money back. However the club still gets (an unspecified) cut of the proceeds.
Standing
Some survey responses complained about standing. It was reiterated that a certain amount of ‘blind eye’ was given in the Canton, but that it was an issue elsewhere. It is certainly not allowed in aisles and gangways. The club are trying to manage a balancing act between those who stand sporadically to sing or at exciting moments, and those who’s day is spoilt by not seeing the game whilst also trying to comply with the requirements of the SAG.
The Family stand is now fully sold out, including the Community Section and part of the grandstand to families. So if we get a big cup game and have to hand out 3000 tickets then we may lose part of block 117 to the away club !
Entry queues were mentioned as a n issue, but its really just a case of ‘get there earlier’ !
It was also mentioned that we have 156000 fans on our database with 72000 e-mail addresses and 69000 mobile numbers. So no excuse for the club to ignore us now !
The online shop is 344% up on 3 years ago.

wow you remembered all that ?

nice report

seems carl can have sunday off now

That's a great post. Thanks....

Thanks also for highlighting the consequences and realities of that complete knob (probably egged on by some 'mates' first) that ran on to the pitch during the Swansea game are already having an effect:

Quote: "Some of these had been given up to ‘able bodied’ as they were unused, but due to that berk running on the pitch from that area we can’t do this any more. He also cost us 224 seats at QPR as they are insisting on keeping the front rows free there now."

So that's disabled spaces and away supporters effected by his antics. And to think many supporters laughed. At least the BBC had it right when they refused to screen any part of it....

KNOB!!

Interesting and IMO the club is going about things the right way.

Only bit I dont like is about the ticket office, they are shit sorry

So if we get a big cup game and have to hand out 3000 tickets then we may lose part of block 117 to the away club !

Just wondered if these season ticket holders knew before they bought their season tickets.

Interesting and IMO the club is going about things the right way.

Only bit I dont like is about the ticket office, they are shit sorry

I think there is still a bit of 'pot luck' when it comes to the ticket office. 90% of the time I've been served by girls who are friendly, courteous and really helpful. The Play-Off Final the girl was particularly patient as I was buying for about 35 season ticket holders and a mate had another 25 straight after. She was bright and cheerful and sorted us all out perfectly.

Occasionally though you come accross the odd sullen or miserable one, soemtimes downright unhelpful.

Also, manning the phones - its improved, but still quite often I cant get through, and I swear they start late and finish early.

It seems however they recognise the need to improve further (its def better than it was), and there will be a further meeting in the new year when we will be able to judge whether the promises have been kept.

Maybe you have been particularly unlucky.

wow you remembered all that ?

nice report

seems carl can have sunday off now

Nah, I scribbled it down.

Happens to Celtic and Rangers season tkt holders twice a season ................ away fans for the derby games getting somebody's seat but they get discounted for it !! Im sure at CCFC with only 18,000 ST holders plus 3,000 away fans that the fans from 117 can easily be relocated just for 1 game ?

if anyone is in the know with the club shop tell them we have a lot of overseas fans who cant shop online because most countries are missing from the registration form

Singapore is not in Wales

Happens to Celtic and Rangers season tkt holders twice a season ................ away fans for the derby games getting somebody's seat but they get discounted for it !! Im sure at CCFC with only 18,000 ST holders plus 3,000 away fans that the fans from 117 can easily be relocated just for 1 game ?

Yeah, they sell the season tickets and everyöne knows that they don't include OF games, and they are slightly cheaper. Are season tickets valid for cup games?

if anyone is in the know with the club shop tell them we have a lot of overseas fans who cant shop online because most countries are missing from the registration form

Singapore is not in Wales

Try e-mailing julian@cardiffcityfc.co.uk its something I'm sure he'd be keen to sort.

if anyone is in the know with the club shop tell them we have a lot of overseas fans who cant shop online because most countries are missing from the registration form

Singapore is not in Wales

Try e-mailing julian@cardiffcityfc.co.uk its something I'm sure he'd be keen to sort.

I agree Martyn, Julian Jenkins is the most helpfullest person down there, Why because he was once a Big City Fan

if anyone is in the know with the club shop tell them we have a lot of overseas fans who cant shop online because most countries are missing from the registration form

Singapore is not in Wales

Try e-mailing julian@cardiffcityfc.co.uk its something I'm sure he'd be keen to sort.

I agree Martyn, Julian Jenkins is the most helpfullest person down there, Why because he was once a Big City Fan

Annis he seems much more upbeat these days as well. Must have been sh1t trying to do that job before with no backing.
If the club keep their promises then we are going places .

Thanks Martyn, hopefully i can then get my City training top for Xmas

Tim, he is very upbeat at the moment and he always feels and seems Very Positive

Can someone explain if the family stand is such a success and sold out, how there always seems to be a huge amount of empty seats?

It was mentioned to me that some childs seats may be free? In my view that is always a mistake as anything with no cost has no value and encourages people to take them up even if they have no intention of using them - which could explain the empty seats. There should always be a cost to take them up as others who want to go and would pay for the privilege could be losing out.

Can someone explain if the family stand is such a success and sold out, how there always seems to be a huge amount of empty seats?

It was mentioned to me that some childs seats may be free? In my view that is always a mistake as anything with no cost has no value and encourages people to take them up even if they have no intention of using them - which could explain the empty seats. There should always be a cost to take them up as others who want to go and would pay for the privilege could be losing out.

Because, Adults got the Childrens Tickets FREE and 50% of the time they dont take them.

Can someone explain if the family stand is such a success and sold out, how there always seems to be a huge amount of empty seats?

It was mentioned to me that some childs seats may be free? In my view that is always a mistake as anything with no cost has no value and encourages people to take them up even if they have no intention of using them - which could explain the empty seats. There should always be a cost to take them up as others who want to go and would pay for the privilege could be losing out.

Because, Adults got the Childrens Tickets FREE and 50% of the time they dont take them.

That's what I assumed to be happening. Hopefully the club will make a charge next time, even if a good value charge. Anything thats free usually gets abused. I hate to see empty seats when others can't get tickets.

Can someone explain if the family stand is such a success and sold out, how there always seems to be a huge amount of empty seats?

It was mentioned to me that some childs seats may be free? In my view that is always a mistake as anything with no cost has no value and encourages people to take them up even if they have no intention of using them - which could explain the empty seats. There should always be a cost to take them up as others who want to go and would pay for the privilege could be losing out.

Because, Adults got the Childrens Tickets FREE and 50% of the time they dont take them.

That's what I assumed to be happening. Hopefully the club will make a charge next time, even if a good value charge. Anything thats free usually gets abused. I hate to see empty seats when others can't get tickets.

Just seen the below posted on another thread which confirms the situation

"i have a season card for my little girl that we never use, but its a free one for under 8's only, if thats any good to you let me know"

That is a crazy commercial situation for the club.

Just seen the below posted on another thread which confirms the situation

"i have a season card for my little girl that we never use, but its a free one for under 8's only, if thats any good to you let me know"

That is a crazy commercial situation for the club.[/quote]


You are right and it was something I wanted to bring up, but in fairness we were ther for 3 hours and I'd had more than my fair share of words by then.

Its definately a problem and not really fair. The club have the technology to know if these cards are being use. If someone misses a certain no. of games then maybe they should have to pay a charge or lose the option of a free ticket in future. Perhaps also there could be a resale scheme for the future.

Personally I think there should be a charge of no more than say £50, but a charge all the same. Free season tickets are open to abuse.I'm not sure though, but I read somewhere that clubs HAVE to give a certain no. of free tickets to under 8s or something.