Trojan Athletic Fund Membership Survey Results
2016 Online Membership Survey 9/12/16
Survey Highlights – Who Responded? • 1159 Donors opened Survey; 651 Completed • Projectable to entire donor base with 95% confidence
• Participation by donor level: • • • •
26 (4%) Scholarship Club 104 (15%) Committee 386 (58%) Cardinal & Gold/WOT 135 (23%) Trojan Club
2
Survey Highlights – What Was Asked • Donors provided input on the following: • • • • • • •
Donor Benefits: Importance and Satisfaction Donor Services: Importance and Satisfaction Suggested Additional Donor Benefits and Services Events: Participation and Satisfaction Insights into TAF Overall Areas of Dissatisfaction/Opportunity Communication Preferences
3
Please rank these Trojan Athletic Fund benefits in order of importance: (Highlights follow)
4
Survey Highlights – Most Important Benefits • Not surprisingly, ticket related benefits were ranked as most important (in order): • • • •
Ticket Location Parking Bowl and Championship Tickets Away and Single Game Tickets
• This was followed by: • • • •
Game Day Experience Ticket Relocation Program Pregame Events Coliseum Clubs 5
Survey Highlights – Least Important Benefits • The following benefits were ranked as least important: • • • •
Ultimate Sports Card Media Guides Recruiting Celebration and Awards Event* Virtual Events
*This most probably is due to the fact only Committee and Scholarship are invited to this event.
6
How Satisfied Are You With These Benefits? (Highlights follow)
7
Survey Highlights – Satisfaction with Benefits • As one can only hope, donor satisfaction with the benefits that are most important to them is high with the following benefits rating somewhat or very satisfied: • • • •
Ticket Location: 81% Parking: 70% Bowl and Championship Tickets: 67% Away and Single Game Ticket Sales: 65%
• With the exception of Parking at 18%, none of these benefits had dissatisfaction ratings higher than 10% (somewhat or very dissatisfied) 8
Survey Highlights – Satisfaction with Benefits • While satisfaction varies on these next tier of benefits, dissatisfaction remains very low: Benefit S/V Satisfied S/V Dissatisfield Game Day Experience 67% 5% Ticket Relocation Program 39% 10% Pregame Events 48% 7% Coliseum Clubs 37% 8% 9
Survey Highlights – Satisfaction with Benefits • The least important benefits also have varied levels of satisfaction and very low dissatisfaction: Benefit Media Guides Virtual Events Ultimate Sports Card
S/V Satisfied 69% 15% 37%
S/V Dissatisfield 1% 3% 4%
10
What Other TAF Benefits would you like to see added? • Bookstore Discounts: 17 • “Discounts at the USC bookstore for clothing and accessories.”
• TAF entry/exit to Coliseum: 14 • “Exclusive entry gates/lines for faster entry to Coliseum. If metal detectors have been added this year, I’m not looking forward to how long it will take to enter. Maybe something like TSA pre-check that validates TAAF members as trusted guests with quicker entry.” • “Dedicated gate or lines for entry, with the new security measures, imagine entry to games will be awful, shorter/faster lines for TAF members would be a nice perk.”
• More Kid/Family events: 7 • “Kids autograph event maybe at HH – no dinner/speakers – member would get a signature ball for each child?” 11
What Other TAF Benefits would you like to see added? (cont’d)
• “Access and events for young kids 5-12.” • “More young TAF events.”
• Info about Restoration:20 • “An assurance that we will be able to keep our seats without an exorbitant seat licensing fee. That the new Coliseum design will preserve the number of seats needed for C & G members.”
• Free Tix to Basketball/Baseball + other Benefits: 13 • “Something similar to the Coliseum Clubs for basketball.” • “SC would do well to offer greatly reduced pricing to Men’s Basketball for C & G and above.” • “Free or discounted parking and tickets for baseball games.” 12
Please Rank These TAF Services in Order of Importance to You: (Highlights follow)
13
Survey Highlights: Importance of Services • Support of Student Athletes was ranked as the most important service at 53%, followed by: • • • •
News and Information 53% General Admin Support 40% SA Attendance at Events 25% Access to Development Officers 23%
14
How Satisfied Are You With These Services? (Highlights follow)
15
Survey Highlights – Satisfaction with Services Service News and Information Support of Student Athletes General Admin Support SA Attendance at Events Access to Dev. Officers
S/V Satisfied 71% 66% 57% 44% 39%
S/V Dissatisfield 5% 1% 5% 5% 6%
16
Suggested Additional TAF Services [698 responses]
• No Suggestions: 600+ • Designated game day contact: 10 • Point of contact person we can address directly with questions • More comments from FB coach to TAF members; perhaps closed FB group • Virtual Game Day program downloadable to phone • Access to game films
17
Potential Improvements to TAF Service [687 responses]
• No Suggestions: 600+ • Less hard mail/more email • Non-delayed play by play on radios for TAF members • “Serving the donors should always be priority ONE, which has become vastly better over the past four years. Continue down that path to ensure continued support from TAF members and cultivate new ones. Grandfathering memberships to direct family members should be implemented. Trojan Family matters and allowing direct family members to carrying on parents SC traditions is paramount to sustained and increased revenue growth for the department.” 18
Please check the Trojan Athletic Fund events you attend:
• Pregame Parties, Coliseum Clubs and STT are most attended events
19
Overall, how satisfied are you with the events and experiences offered to you as a member of the Trojan Athletic Fund?
• Nearly 80% of donors are somewhat or very satisfied with the events they attend
20
Potential for Improvement for TAF OVERALL [678 responses]
• No Suggestions/Happy: 600+ • “More emphasis on C & G donors. In the past, they brought a high-level of energy to the program. You will continue to get Scholarship Club and Committee donors.” • “Additional game day ideas for things to do…post game…. Something along the line of the pre-game rallies, show post game interviews on screens to watch from stands or field…. Something to do rather than sit in traffic.” • “How about a Trojan Town Hall Meeting from time to time?” • “TAF information booths set up at events to provide pertinent info AKA Honda Helpful Tents at games.” • “Auctions for used game equipment.” 21
Overall, on a scale of 0 to 10 (with 10 being the most likely) how likely are you to recommend TAF to a family member or friend? • 67% of donors scored 8 or higher as likelihood to refer a friend to TAF
22
How satisfied are you with the efforts put forth by TAF to allow donors to get to know our student-athletes and show the impact of your support?
• Nearly 40% of donors are neutral on this issue which suggests an area of opportunity
23
How do your experiences as a Trojan Athletic Fund member compare to your experiences with other philanthropic organizations?
• While 60% of donors feel their TAF experience is above average or the best vis a vis other organizations, 33% feel it is average which suggests a potential area for improvement
24
Best Practices for TAF based on experiences with other organizations [669 responses]
• No Suggestions: 600+ • “I like the notes and phone calls from the student athletes. It drives home and personalizes why we support TAF. More of this student engagement would be beneficial.” • “Donors always like to hear about real life stories where their donations made a difference in someone’s life.”
25
Best Practices for TAF based on experiences with other organizations [cont’d]
• “More of these surveys, and then publishing statistics from such surveys for others to see. A public breakdown of the application of funds would also be nice. Maybe just a publication of the numbers of members at each level.” • “I like the emails with the information that are sent out. I think it might be fun to allow people to write in ask questions that could be randomly answered a few of these in the following news email.” • “Most people like being recognized for their participation. Perhaps pins for different levels of donation or involvement can be worn on game gear and formal wear.” 26
TAF encourages all its members to renew and make donations online at trojanathleticfund.com. Do you access your account this way? • 74% of donors access their accounts online
27
Overall, how satisfied are you with the communication you receive from the USC Athletics’ Development Department?
• 77% of Donors are somewhat or very satisfied with the communication they receive
28
Which channels would you prefer to use for communication from TAF?
• Nearly all donors (90%) prefer email for their communication from TAF
29
How interested would you be in receiving news and information from TAF via the following? • While 30% of TAF donors do not use social media, nearly 30% are interested in Facebook as a resource for news and information
30
Survey Highlights – Areas of Opportunity • While overall satisfaction among donors is very strong, it is the areas of dissatisfaction that may provide opportunities for improvement. • Although the quantity of dissatisfied responses is low, following highlights the most prominent issues of dissatisfaction for each benefit as well as sample responses from donors.
31
Dissatisfied with Parking benefit [112 responses]
• Lot Assignment/Lack of Choices: 47 • “I get that construction has challenged parking availability, but we are disappointed that our parking has been moved twice in the past two seasons. It significantly impacts game day experience for someone like us who tailgates before and after the game.”
• Traffic/Entering and Exiting: 21 • “Game day traffic management is ludicrous. Gates in Lot 2 are left shut so everyone has to funnel out through one gate. The other gates used to be left open. What streets that are blocked changes every game.”
• Two Hour Early Arrival: 10 • “Not available if we can't get there 2 hours ahead. Very difficult with young kids.” 32
Dissatisfied with Parking benefit (cont’d)
• Parking Renewal Process: 13 • “First and foremost, the rules change. We feel constantly bait & switched. We've moved basically every year for 5 years straight. This year, we got placed on South Lawn when specifically stating that was basically the last place we wanted after requesting State Drive (where we have been off and on for 6 years). It used to be based on years of loyalty. Being a Galen Founder used to be a boost. Now, there is no public system, just an empty request slot that apparently gets completely ignored. We've had to call directly probably 4 years running to get moved to usually a second or third choice. Not to mention the lots themselves are often just not good, the Lawn and Lot 1 have horrible exit plans.” 33
Dissatisfied with pre-game event benefit [43 responses]
• Price of Pre-Game Party: 23 • “The value proposition and entertainment value is far inferior to Associates and other alternatives.’
• Overall Party Experience: 12 • “Needs to feel more like a tailgate or party ---- less like a place to get food.”
34
Dissatisfied with ticket location benefit [50 responses]
• Upgrade Process: 13 • “Available seats are not ideal when it is my turn for selection.”
• Too Expensive: 5 • “Must be a big donor to be considered for premium seats. How will you entice new fans who haven't achieved financial success, that are young and want to be fans.’
• Worried about Renovation: 6 • “Don't use it. Happy where we are at. Very concerned about future!!! 35
Dissatisfaction with Ultimate Sports Card [40 responses]
• Benefits are lacking/not motivating: 21 • “Not really a benefit or involves things/activities of interest.”
• Lack of Communication/Promotion of Events: 8 • “Many more games need to be included. Announcements need to be sent via email or text message well in advance of the activity.”
36
Dissatisfaction with Away/Single Game Ticket Sales [98 responses]
• Seat Location: 69 • “Seat location has consistently been horrible and we buy without knowing prior where our seats will be located before buying.”
• Lottery Process: 14 • “Lottery system. I have been a season ticket holder since 1988.”
37
Dissatisfaction with Ticket Relocation Program [88 responses]
• Limited Options: 25 • “By the time it is my turn to relocate all the good locations are gone. Does not do me any good.”
• Requires Additional Donation: 18 • “I have not been able to relocate my seats to anything more desirable for the past four years without having to pay enormous bump in membership fees.”
• Relocation Process: 16 • “It seems that I never get my notification that It's my turn. We have a real long priority number, our family started as season ticket holders at the beginning of time. I bet we could be moved up the sideline to the innermost edge of our support group level.”
• Associated with Coliseum Renovation: 9 38
Dissatisfaction with Game Day Experience [35 responses]
• Security/Crowds/Traffic: 6 • “Lack of security and /or access to security to handle "bad" fans. Sent feedback during last season on this topic.”
• Lack of Events besides Pre-Game Party: 10 • “It would be nice to have more pre-game activities for fans, like games and more food options outside the Coliseum.”
• Facilities: 2 • “Facilities are an embarrassment in the Pacific 12.”
• Expensive: 3 • “Too expensive.”
• Better Food/More Beer: 4 • “A lack of quality food and beverage offerings other than the coliseum clubs and those are marginal at best.” 39
Dissatisfaction with Coliseum Clubs [76 responses]
• Unaware of/Uninterested in Coliseum Clubs: 34 • Crowded: 26 • “Entry lines are long, followed by long lines to buy a drink, which ends up taking longer than halftime lasts. If it was easy to enter and get a drink I would frequently use the Coliseum Clubs, but as it is I never use them.”
• Expensive: 9 • “Rip off. Charge obscene amount for little or no service, bad seats, and 0 warmth from the staff at the events.”
40
Dissatisfaction with Virtual Events [29 responses]
• Unaware: 21 • “What virtual events?”
41
Dissatisfaction with Bowl/Championship Tickets [81 responses]
• Poor Seat Location: 55 • “The tickets always in crappy sections to neutral away games (USC/Bama), Pac-12 Championship, Bowl Games.”
• Frustrated with Lottery Process: 15 • “Wish tickets to these games were guaranteed as opposed to offered through a lotto.”
• Frustrated with sales process/transparency: • “When we go to these, it is usually with most of our group. However, with the way the tickets are allotted, many times a number of our group did not get tickets. Also, those that did get tickets did not sit next to each other. Both of these outcomes took the enjoyment out of going to the games.” 42
Dissatisfaction with Recruiting Celebration and Awards Events [19 responses]
• Expensive: 9 • “These and other events, i.e., Coaches Tour, are getting costly and not worth the price. I will probably discontinue attending such events. I want a greater discount for TAF members.’
• Boring: 3 • “Boring after Pete Carroll eh!”
43
Dissatisfaction with News and Information Services [37 responses]
• More news about other sports than football: 4 • “Not nearly enough in all the minor sports.”
• More timely/accurate information: 4 • “Bios for sports other than football and basketball aren’t updated in time for the season in which the sport is played or often comes out late.”
44
Dissatisfaction with Development Liaison Access [42 responses]
• Unaware of Dev. Officer Liaison: 18 • “Because we do not have a designated person it’s a crap shoot as to who we will talk to at any point. If we are trying to get an issue resolved it’s often a matter of the left hand not knowing what the right hand is doing.”
45
Dissatisfaction with General Admin Support [36 responses]
• Didn’t realize support is offered: 11 • Response could be better: 10 • “Calling to purchase tickets or upgrade or ask about parking is more difficult than a call to a credit-card company with outsourced call centers.”
46
Dissatisfaction with Student-Athlete Attendance at Events [31 responses]
• Not Aware: 10 • Would like more access: 4 • “It doesn't happen very often. I know they are busy being student athletes but along with the head coach it would be nice to hear from them at MMQB meetings. My wife & I really enjoyed Zach Banners attendance last year.”
• Confused with Student Attendance: 6
47
Survey Highlights – Who Responded? • 1159 Donors opened Survey; 651 Completed • Projectable to entire donor base with 95% confidence
• Participation by donor level: • • • •
26 (4%) Scholarship Club 104 (15%) Committee 386 (58%) Cardinal & Gold/WOT 135 (23%) Trojan Club
2
Survey Highlights – What Was Asked • Donors provided input on the following: • • • • • • •
Donor Benefits: Importance and Satisfaction Donor Services: Importance and Satisfaction Suggested Additional Donor Benefits and Services Events: Participation and Satisfaction Insights into TAF Overall Areas of Dissatisfaction/Opportunity Communication Preferences
3
Please rank these Trojan Athletic Fund benefits in order of importance: (Highlights follow)
4
Survey Highlights – Most Important Benefits • Not surprisingly, ticket related benefits were ranked as most important (in order): • • • •
Ticket Location Parking Bowl and Championship Tickets Away and Single Game Tickets
• This was followed by: • • • •
Game Day Experience Ticket Relocation Program Pregame Events Coliseum Clubs 5
Survey Highlights – Least Important Benefits • The following benefits were ranked as least important: • • • •
Ultimate Sports Card Media Guides Recruiting Celebration and Awards Event* Virtual Events
*This most probably is due to the fact only Committee and Scholarship are invited to this event.
6
How Satisfied Are You With These Benefits? (Highlights follow)
7
Survey Highlights – Satisfaction with Benefits • As one can only hope, donor satisfaction with the benefits that are most important to them is high with the following benefits rating somewhat or very satisfied: • • • •
Ticket Location: 81% Parking: 70% Bowl and Championship Tickets: 67% Away and Single Game Ticket Sales: 65%
• With the exception of Parking at 18%, none of these benefits had dissatisfaction ratings higher than 10% (somewhat or very dissatisfied) 8
Survey Highlights – Satisfaction with Benefits • While satisfaction varies on these next tier of benefits, dissatisfaction remains very low: Benefit S/V Satisfied S/V Dissatisfield Game Day Experience 67% 5% Ticket Relocation Program 39% 10% Pregame Events 48% 7% Coliseum Clubs 37% 8% 9
Survey Highlights – Satisfaction with Benefits • The least important benefits also have varied levels of satisfaction and very low dissatisfaction: Benefit Media Guides Virtual Events Ultimate Sports Card
S/V Satisfied 69% 15% 37%
S/V Dissatisfield 1% 3% 4%
10
What Other TAF Benefits would you like to see added? • Bookstore Discounts: 17 • “Discounts at the USC bookstore for clothing and accessories.”
• TAF entry/exit to Coliseum: 14 • “Exclusive entry gates/lines for faster entry to Coliseum. If metal detectors have been added this year, I’m not looking forward to how long it will take to enter. Maybe something like TSA pre-check that validates TAAF members as trusted guests with quicker entry.” • “Dedicated gate or lines for entry, with the new security measures, imagine entry to games will be awful, shorter/faster lines for TAF members would be a nice perk.”
• More Kid/Family events: 7 • “Kids autograph event maybe at HH – no dinner/speakers – member would get a signature ball for each child?” 11
What Other TAF Benefits would you like to see added? (cont’d)
• “Access and events for young kids 5-12.” • “More young TAF events.”
• Info about Restoration:20 • “An assurance that we will be able to keep our seats without an exorbitant seat licensing fee. That the new Coliseum design will preserve the number of seats needed for C & G members.”
• Free Tix to Basketball/Baseball + other Benefits: 13 • “Something similar to the Coliseum Clubs for basketball.” • “SC would do well to offer greatly reduced pricing to Men’s Basketball for C & G and above.” • “Free or discounted parking and tickets for baseball games.” 12
Please Rank These TAF Services in Order of Importance to You: (Highlights follow)
13
Survey Highlights: Importance of Services • Support of Student Athletes was ranked as the most important service at 53%, followed by: • • • •
News and Information 53% General Admin Support 40% SA Attendance at Events 25% Access to Development Officers 23%
14
How Satisfied Are You With These Services? (Highlights follow)
15
Survey Highlights – Satisfaction with Services Service News and Information Support of Student Athletes General Admin Support SA Attendance at Events Access to Dev. Officers
S/V Satisfied 71% 66% 57% 44% 39%
S/V Dissatisfield 5% 1% 5% 5% 6%
16
Suggested Additional TAF Services [698 responses]
• No Suggestions: 600+ • Designated game day contact: 10 • Point of contact person we can address directly with questions • More comments from FB coach to TAF members; perhaps closed FB group • Virtual Game Day program downloadable to phone • Access to game films
17
Potential Improvements to TAF Service [687 responses]
• No Suggestions: 600+ • Less hard mail/more email • Non-delayed play by play on radios for TAF members • “Serving the donors should always be priority ONE, which has become vastly better over the past four years. Continue down that path to ensure continued support from TAF members and cultivate new ones. Grandfathering memberships to direct family members should be implemented. Trojan Family matters and allowing direct family members to carrying on parents SC traditions is paramount to sustained and increased revenue growth for the department.” 18
Please check the Trojan Athletic Fund events you attend:
• Pregame Parties, Coliseum Clubs and STT are most attended events
19
Overall, how satisfied are you with the events and experiences offered to you as a member of the Trojan Athletic Fund?
• Nearly 80% of donors are somewhat or very satisfied with the events they attend
20
Potential for Improvement for TAF OVERALL [678 responses]
• No Suggestions/Happy: 600+ • “More emphasis on C & G donors. In the past, they brought a high-level of energy to the program. You will continue to get Scholarship Club and Committee donors.” • “Additional game day ideas for things to do…post game…. Something along the line of the pre-game rallies, show post game interviews on screens to watch from stands or field…. Something to do rather than sit in traffic.” • “How about a Trojan Town Hall Meeting from time to time?” • “TAF information booths set up at events to provide pertinent info AKA Honda Helpful Tents at games.” • “Auctions for used game equipment.” 21
Overall, on a scale of 0 to 10 (with 10 being the most likely) how likely are you to recommend TAF to a family member or friend? • 67% of donors scored 8 or higher as likelihood to refer a friend to TAF
22
How satisfied are you with the efforts put forth by TAF to allow donors to get to know our student-athletes and show the impact of your support?
• Nearly 40% of donors are neutral on this issue which suggests an area of opportunity
23
How do your experiences as a Trojan Athletic Fund member compare to your experiences with other philanthropic organizations?
• While 60% of donors feel their TAF experience is above average or the best vis a vis other organizations, 33% feel it is average which suggests a potential area for improvement
24
Best Practices for TAF based on experiences with other organizations [669 responses]
• No Suggestions: 600+ • “I like the notes and phone calls from the student athletes. It drives home and personalizes why we support TAF. More of this student engagement would be beneficial.” • “Donors always like to hear about real life stories where their donations made a difference in someone’s life.”
25
Best Practices for TAF based on experiences with other organizations [cont’d]
• “More of these surveys, and then publishing statistics from such surveys for others to see. A public breakdown of the application of funds would also be nice. Maybe just a publication of the numbers of members at each level.” • “I like the emails with the information that are sent out. I think it might be fun to allow people to write in ask questions that could be randomly answered a few of these in the following news email.” • “Most people like being recognized for their participation. Perhaps pins for different levels of donation or involvement can be worn on game gear and formal wear.” 26
TAF encourages all its members to renew and make donations online at trojanathleticfund.com. Do you access your account this way? • 74% of donors access their accounts online
27
Overall, how satisfied are you with the communication you receive from the USC Athletics’ Development Department?
• 77% of Donors are somewhat or very satisfied with the communication they receive
28
Which channels would you prefer to use for communication from TAF?
• Nearly all donors (90%) prefer email for their communication from TAF
29
How interested would you be in receiving news and information from TAF via the following? • While 30% of TAF donors do not use social media, nearly 30% are interested in Facebook as a resource for news and information
30
Survey Highlights – Areas of Opportunity • While overall satisfaction among donors is very strong, it is the areas of dissatisfaction that may provide opportunities for improvement. • Although the quantity of dissatisfied responses is low, following highlights the most prominent issues of dissatisfaction for each benefit as well as sample responses from donors.
31
Dissatisfied with Parking benefit [112 responses]
• Lot Assignment/Lack of Choices: 47 • “I get that construction has challenged parking availability, but we are disappointed that our parking has been moved twice in the past two seasons. It significantly impacts game day experience for someone like us who tailgates before and after the game.”
• Traffic/Entering and Exiting: 21 • “Game day traffic management is ludicrous. Gates in Lot 2 are left shut so everyone has to funnel out through one gate. The other gates used to be left open. What streets that are blocked changes every game.”
• Two Hour Early Arrival: 10 • “Not available if we can't get there 2 hours ahead. Very difficult with young kids.” 32
Dissatisfied with Parking benefit (cont’d)
• Parking Renewal Process: 13 • “First and foremost, the rules change. We feel constantly bait & switched. We've moved basically every year for 5 years straight. This year, we got placed on South Lawn when specifically stating that was basically the last place we wanted after requesting State Drive (where we have been off and on for 6 years). It used to be based on years of loyalty. Being a Galen Founder used to be a boost. Now, there is no public system, just an empty request slot that apparently gets completely ignored. We've had to call directly probably 4 years running to get moved to usually a second or third choice. Not to mention the lots themselves are often just not good, the Lawn and Lot 1 have horrible exit plans.” 33
Dissatisfied with pre-game event benefit [43 responses]
• Price of Pre-Game Party: 23 • “The value proposition and entertainment value is far inferior to Associates and other alternatives.’
• Overall Party Experience: 12 • “Needs to feel more like a tailgate or party ---- less like a place to get food.”
34
Dissatisfied with ticket location benefit [50 responses]
• Upgrade Process: 13 • “Available seats are not ideal when it is my turn for selection.”
• Too Expensive: 5 • “Must be a big donor to be considered for premium seats. How will you entice new fans who haven't achieved financial success, that are young and want to be fans.’
• Worried about Renovation: 6 • “Don't use it. Happy where we are at. Very concerned about future!!! 35
Dissatisfaction with Ultimate Sports Card [40 responses]
• Benefits are lacking/not motivating: 21 • “Not really a benefit or involves things/activities of interest.”
• Lack of Communication/Promotion of Events: 8 • “Many more games need to be included. Announcements need to be sent via email or text message well in advance of the activity.”
36
Dissatisfaction with Away/Single Game Ticket Sales [98 responses]
• Seat Location: 69 • “Seat location has consistently been horrible and we buy without knowing prior where our seats will be located before buying.”
• Lottery Process: 14 • “Lottery system. I have been a season ticket holder since 1988.”
37
Dissatisfaction with Ticket Relocation Program [88 responses]
• Limited Options: 25 • “By the time it is my turn to relocate all the good locations are gone. Does not do me any good.”
• Requires Additional Donation: 18 • “I have not been able to relocate my seats to anything more desirable for the past four years without having to pay enormous bump in membership fees.”
• Relocation Process: 16 • “It seems that I never get my notification that It's my turn. We have a real long priority number, our family started as season ticket holders at the beginning of time. I bet we could be moved up the sideline to the innermost edge of our support group level.”
• Associated with Coliseum Renovation: 9 38
Dissatisfaction with Game Day Experience [35 responses]
• Security/Crowds/Traffic: 6 • “Lack of security and /or access to security to handle "bad" fans. Sent feedback during last season on this topic.”
• Lack of Events besides Pre-Game Party: 10 • “It would be nice to have more pre-game activities for fans, like games and more food options outside the Coliseum.”
• Facilities: 2 • “Facilities are an embarrassment in the Pacific 12.”
• Expensive: 3 • “Too expensive.”
• Better Food/More Beer: 4 • “A lack of quality food and beverage offerings other than the coliseum clubs and those are marginal at best.” 39
Dissatisfaction with Coliseum Clubs [76 responses]
• Unaware of/Uninterested in Coliseum Clubs: 34 • Crowded: 26 • “Entry lines are long, followed by long lines to buy a drink, which ends up taking longer than halftime lasts. If it was easy to enter and get a drink I would frequently use the Coliseum Clubs, but as it is I never use them.”
• Expensive: 9 • “Rip off. Charge obscene amount for little or no service, bad seats, and 0 warmth from the staff at the events.”
40
Dissatisfaction with Virtual Events [29 responses]
• Unaware: 21 • “What virtual events?”
41
Dissatisfaction with Bowl/Championship Tickets [81 responses]
• Poor Seat Location: 55 • “The tickets always in crappy sections to neutral away games (USC/Bama), Pac-12 Championship, Bowl Games.”
• Frustrated with Lottery Process: 15 • “Wish tickets to these games were guaranteed as opposed to offered through a lotto.”
• Frustrated with sales process/transparency: • “When we go to these, it is usually with most of our group. However, with the way the tickets are allotted, many times a number of our group did not get tickets. Also, those that did get tickets did not sit next to each other. Both of these outcomes took the enjoyment out of going to the games.” 42
Dissatisfaction with Recruiting Celebration and Awards Events [19 responses]
• Expensive: 9 • “These and other events, i.e., Coaches Tour, are getting costly and not worth the price. I will probably discontinue attending such events. I want a greater discount for TAF members.’
• Boring: 3 • “Boring after Pete Carroll eh!”
43
Dissatisfaction with News and Information Services [37 responses]
• More news about other sports than football: 4 • “Not nearly enough in all the minor sports.”
• More timely/accurate information: 4 • “Bios for sports other than football and basketball aren’t updated in time for the season in which the sport is played or often comes out late.”
44
Dissatisfaction with Development Liaison Access [42 responses]
• Unaware of Dev. Officer Liaison: 18 • “Because we do not have a designated person it’s a crap shoot as to who we will talk to at any point. If we are trying to get an issue resolved it’s often a matter of the left hand not knowing what the right hand is doing.”
45
Dissatisfaction with General Admin Support [36 responses]
• Didn’t realize support is offered: 11 • Response could be better: 10 • “Calling to purchase tickets or upgrade or ask about parking is more difficult than a call to a credit-card company with outsourced call centers.”
46
Dissatisfaction with Student-Athlete Attendance at Events [31 responses]
• Not Aware: 10 • Would like more access: 4 • “It doesn't happen very often. I know they are busy being student athletes but along with the head coach it would be nice to hear from them at MMQB meetings. My wife & I really enjoyed Zach Banners attendance last year.”
• Confused with Student Attendance: 6
47
