Matchday Fan Experience (Visit)

The first part of our Fan Experience Assessment involves a full matchday visit of your choice. During this visit, our consultant evaluates all key touchpoints, including but not limited to:

• First Contact: Ticket purchasing process, initial communications

• Matchday Social Media: Pre-match, in-game, and post-match content

• Arrival: Travel, directions, parking, steward guidance

• Fan Experience Initiatives: First-time fan schemes, fan zones, family concourse entertainment

• Retail & Refreshments: Product offerings, service quality

• Facilities: Toilets, changing places, seating areas

• Matchday Staff: Stewards, mascots, catering staff, supporter liaison officers, community staff

• Build-up & Atmosphere: Pitch activations, half-time entertainment

• Full Time: Leaving the stadium, post-match activities, club follow-up communications

Non-Matchday Fan Experience

The second part of the Fan Experience Assessment focuses on the Fan Experience outside of matchdays. Our consultant reviews key aspects including, but not limited to:

• Fan Engagement Standards: EPL/EFL engagement plans, fan advisory boards (football club specific)

• Digital Presence: Website, fan experience–focused pages, and social media content pre- and post-match

• Supporter Resources: Visitor guides, club charters, official supporter groups

• Accessibility: Disability access, facilities, information, sensory rooms, changing places toilets

• Club Events & Community Engagement: Holiday and half-term events, player signings, open training sessions, charity initiatives

A Holistic Approach

By observing the Fan Experience across both matchdays and non-matchdays, we ensure every interaction — from first contact to post-match engagement — resonates with supporters. This holistic approach identifies opportunities to enhance fan initiatives and services, helping your organisation cultivate loyalty and deliver a consistently outstanding Fan Experience.

Our Strategic Consultation service provides a detailed review of your Matchday and Non-Matchday Fan Experience Report findings, helping you turn insight into meaningful action.

During the session, key stakeholders have the opportunity to explore the results in depth, ask questions about any aspect of the report, and gain a clearer understanding of what sits behind the findings. Each section can be discussed in more detail, ensuring teams fully understand both strengths and areas for development.

The consultation creates space for open discussion around priorities, opportunities, and practical improvements across both matchday and non-matchday experiences.

By the end of the process, your organisation will feel informed, aligned, and confident in the next steps — with a clear strategic direction to enhance and evolve your Fan Experience moving forward.

As part of our Service Development service, we work closely with your organisation to co-create Fan Experience Initiatives to enhance your Matchday and Non-Matchday Fan Experience. By understanding your unique culture and ambitions, we design programmes and initiatives tailored specifically to your organisation’s needs.

Our Fan Experience consultant will collaborate with you in a way that suits your team — whether that’s short-term support, full-time involvement, or a part-time arrangement over a defined period. They will engage with different departments or work directly with individual team members, providing guidance to implement innovative initiatives effectively.

The level of support is flexible and driven by the actions and recommendations you choose to pursue following the findings from your Matchday and Non-Matchday Fan Experience assessment.

Our Future Preservation service can be delivered annually, bi-annually, or at a frequency that best suits your organisation’s goals and priorities. Its flexibility allows each organisation to tailor the approach, deciding how much to invest in enhancing the Fan Experience.

By committing to this service, organisations can continue to engage and support current supporters while building a strong foundation to attract and retain future generations of fans. This stage helps organisations not only maintain the loyalty of their existing fanbase but also grow it, creating long-term success and deeper, lasting connections with supporters.