Fan Surveys: Skins vs. Caps
Within a two-day span earlier this month, I got two different e-mails from two different fans who are season ticket holders for both the Caps and the Redskins. At the time, both men were feeling a lot more warm and fuzzy about the former than the latter. Now, winning will do that to a fan base, but these guys were each claiming that their satisfaction/dissatisfaction levels went well beyond wins and losses.
One of these readers was particularly focused on fan satisfaction surveys he had recently received from both franchises. "I would love to share the [Redskins'] questions with you and give you an idea of how it compares to what I get from the Caps," he wrote. Fine, let's do it.
The Redskins' survey is introduced like this:
The Washington Redskins value the feedback and support of our fans. To help us do so, we invite you to participate in a very short survey to gather your feedback....Thank you so much for your time. Your honest answers will help us better serve our valued fans. This survey will take you less than five minutes to complete.
Then come the questions, none of which actually concerns feedback, and certainly not satisfaction. The questions include, and I'm paraphrasing, queries about the kind of tickets you buy, the location of the tickets, the length of time you've held season tickets, whom you go with, the number of games you attend a year, your reasons for holding tickets (multiple choice, all of which are extremely positive toward NFL game attendance) and your likelihood of renewing. It's a five-minute marketing data mission.
The Caps' survey that I have, on the other hand, runs six pages and 21 questions. This particular survey is about a party for season ticket holders and not the game experience, but in a bizarre bit of misdirection, the survey actually asks questions relating to satisfaction. For example:
On a 1-7 scale, 7 being "excellent" and 1 being "poor", how would you rate the following aspects of the Season Ticket Holder party?
Categories include: Location of event, Length of event, Ease of finding your way around the event, Access to player autographs, Length of time allowed for player autographs, Rides, games and other activities, Food / drink available at event, Value of gift and overall event.
The Caps' survey also included overall satisfaction questions, with choices ranging from "extremely satisfied" to "extremely dissatisfied," and open-response questions explicitly asking for negative feedback ("Why were you not satisfied with the Season Ticket Holder party?") and suggestions ("What can the Washington Capitals do to help ensure that you will attend future Season Ticket Holder parties?")
There were no multiple-choice questions for which every listed answer was an enthusiastic dose of positivity. Odd, right?
I don't want to tell anyone how to run their business, and I don't have access to the complete survey operations of either franchise, but to level the playing field I thought I'd conduct a survey of my own. Vote on your overall level of satisfaction, both on and off the field, and then explain yourself below. It should take you way, way less than five (5) minutes.
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