Since the start of the 2018/19 season, Brighton & Hove Albion fans have been able to offer feedback about their matchday experience, on topics ranging from transport and facilities, to food and entertainment, through the post-match survey emails sent in the days after every home match.
So far over 8,000 season ticket holders, 1901 Club members, match ticket purchasers and hospitality guests have completed our post-match online surveys, and whilst we have been unable to action everything that has been suggested, we are continuing to review all feedback until the end of the season.
Albion chief executive and deputy chairman, Paul Barber, commented on the importance of feedback from supporters and how the club has already taken steps to make improvements.
He said, “Your support for Chris Hughton, his staff and the players, both home and away, has been absolutely outstanding so far this season.
“The role that you play in helping the club to achieve success, both on and off the pitch, cannot be underestimated, and that’s why we’ve asked for your feedback on how we can improve your matchday experience since the beginning of this season.
“We have actioned a number of areas where you felt that the club could improve, and we will continue to strive to give you the best-possible experience when visiting the Amex, traveling to watch us, and generally supporting your club.”
Here are some of the areas we have actioned to date:
Food and Beverage: A hot grab and go food offer has been created and launched by our chef team. This includes a variety of new foods based on the existing concepts, including our award-winning pies.
We have ensured that vegetarian foods are now being served in all kiosks in the concourses, including vegetarian burgers and pies. As well as this, there are now vegan and dairy-free noodle pots available in the middle kiosk of every concourse.
Queue times are the main driver for improved perception of our service. We are continuing to trial new changes both inside the bowl and in the concourses to break down the queue time.
1901 Club Lounges: We continually invest in our employees via e-learning and onsite training days with reward and recognition incentives. Our new ‘bar champion’ retention programme is now active to improve bar service across our operation on a matchday. Regular and familiar faces in each lounge and concession is our ambition, with a new ‘train the trainer’ culture being embedded.
Half-time and pre-purchase member incentives are now live in our Platinum lounges via additional service bars to further increase the serving capacity of our bars. Bottled beer and multibuy incentives are also to be introduced to further combat congested sales periods.
Stadium Big Screen: Atmosphere on a matchday is something we know is hugely important to our fans, so you may have noticed the return of the ‘Sussex by the Sea’ lyrics on the big screen. In addition to this, half-time scores are being reintroduced.
If you have any additional feedback, we will be sending out our annual Club Survey at the end of the season via email, which will cover a range of topics in detail, as well as continuing with our post-match surveys for remaining fixtures of the 2018/19 season.
If you are not receiving any post-match communications from us, including the option to fill out the post-match survey, please amend in your preferences located at the bottom of club emails.