Project Overview
The Post-Match Survey project was developed to systematically collect and analyze feedback from event attendees across all Shell Energy Stadium events. This initiative provides real-time insights into fan satisfaction, operational efficiency, and areas for improvement.
Key Objectives
- Measure overall fan satisfaction and Net Promoter Score (NPS) across all event types
- Identify operational pain points and service gaps in real-time
- Track performance trends across different event types and seasonal variations
- Enable data-driven decision making for fan experience improvements and strategic investments
- Benchmark performance against industry standards and competitor experiences
Implementation & Data Collection
The survey system automatically generates attendee lists and deploys surveys within 24-48 hours after each event, ensuring high response rates while the experience remains fresh in attendees' minds. The automated distribution system integrates seamlessly with existing ticketing and CRM platforms.
Survey Components
- Net Promoter Scores - Likelihood to recommend to friends/family for Overall Attendance, Food & Beverage, and Team Store experiences
- Operational Areas Satisfaction - Parking, concessions, security, cleanliness, staff friendliness on a 5-point satisfaction scale
- Open-Ended Feedback - Qualitative insights, suggestions for improvement, and specific incident reporting
- Demographics & Segmentation - Attendance frequency, seating section, group size, ticket price tier, and visitor classification
Data Analysis & Insights
Survey responses are processed in real-time through automated analytics pipelines, providing immediate visibility into fan sentiment and operational performance. Advanced text analytics and sentiment analysis extract actionable insights from open-ended feedback, while statistical trending identifies patterns across events and seasons.
Key Analytics Capabilities
- Real-time Dashboard Monitoring - Live updates of satisfaction scores and NPS trending
- Sentiment Analysis - Automated processing of open-ended feedback with sentiment scoring
- Operational Alerting - Immediate notifications when satisfaction scores drop below thresholds
- Comparative Analysis - Event-to-event comparisons and seasonal trending analysis
- Segmentation Insights - Performance analysis by demographics, seating areas, and event types
Technical Implementation
The survey system integrates with multiple data sources and platforms to ensure comprehensive data collection and seamless analysis workflows. The architecture supports scalable data processing and real-time analytics across all organizational touchpoints.
Business Impact & Results
The Post-Match Survey project has become a cornerstone of the organization's fan experience strategy, directly influencing operational decisions, investment priorities, and strategic planning initiatives. The systematic collection and analysis of fan feedback has enabled evidence-based improvements across all aspects of the stadium experience.