Jags fans’ survey of the Jags Trust

JT members responses only

98 participants
What is enclosed..
The JT objectives, and wider communication methods, were measured for both
Importance and Satisfaction on a scale of 1 to 10. Results are reported out in
order of importance. This can then show which areas need to be worked on and
which do not. For example:
Sample 3 is most important but has largest
Gap between importance and satisfaction
1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0
gap in satisfaction. This area has priority for
improvement actions
sample 3
Samples 4 and 1 are next important and both
have reasonable satisfaction. These areas
sample 4 do not require any immediate improvement
Importance
Satisfaction

sample 1 Sample 2 is the least important to the

respondents and has very good satisfaction.
This area requires no improvement actions.
sample 2

Priorities for action are where importance clearly outweighs the relevant
satisfaction. Although the areas with good satisfaction could almost be taken for
granted (but should not be!), they are not the most pressing issues to address.
The following pages contain the survey findings for those who are JT members.
The Jags Trust Objectives
Below shows the importance and satisfaction for the JT objectives
JT objectives
1.to strengthen the bonds between the
Gap between importance and satisfaction Club and the community which it serves
1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0 and to represent the interests of the
community in the running of the Club
2.to benefit present and future members of
Obj 4
the community served by the Club by
promoting, encouraging and furthering the
game of football as a recreational facility,
Obj 5
sporting activity and focus for community
involvement
3.to further the development of the game of
Obj 1 football nationally and internationally and
Importance
the upholding of its rules
Satisfaction 4.to encourage the Club to take proper
Obj 2 account of the interests of its
supporters and of the community it
serves in its decisions
Obj 6 5.to encourage and promote the principle
of supporter representation on the board
of any company owning or controlling the
Obj 3 Club and ultimately to be the vehicle for
democratic elections to the board
6.to promote, develop and respect the
rights of members of the community
served by the Club and people dealing
Objective 4 is the most important objective to those with The Jags Trust as set out in the
people responding and yet it has the largest satisfaction Charter of Fundamental Rights of the
European Union, having regard in
gap. This must be the priority for improvement actions, particular to the need to provide
information to members and conduct the
followed by objectives 5 and 1. affairs of The Jags Trust in accessible
and appropriate ways.
Objective 3 is of least importance.
How clear are the objectives in what they are setting out to achieve?
Some of the objectives are quite wordy, but can they all be easily understood by the people
they represent?
JT objectives
1.to strengthen the bonds between the
Clarity of objectives Club and the community which it serves
and to represent the interests of the
10.0 community in the running of the Club
2.to benefit present and future members of
9.0 the community served by the Club by
8.0 promoting, encouraging and furthering the
game of football as a recreational facility,
7.0 sporting activity and focus for community
involvement
6.0
3.to further the development of the game of
5.0 football nationally and internationally and
the upholding of its rules
4.0 4.to encourage the Club to take proper
3.0 account of the interests of its supporters
and of the community it serves in its
2.0 decisions
5.to encourage and promote the principle
1.0
of supporter representation on the board
0.0 of any company owning or controlling the
Obj 4 Obj 5 Obj 1 Obj 2 Obj 3 Obj 6 Club and ultimately to be the vehicle for
democratic elections to the board
6.to promote, develop and respect the
Objectives 4 and 5 are the rights of members of the community
served by the Club and people dealing
clearest to understand Objective 6 requires the
with The Jags Trust as set out in the
Charter of Fundamental Rights of the
European Union, having regard in
most explanation of what particular to the need to provide
it is setting out to achieve. information to members and conduct the
affairs of The Jags Trust in accessible
and appropriate ways.
The Jags Trust communication methods
Below shows the importance and satisfaction for the JT communication methods

Gap between importance and satisfaction

1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0

JT website / blog

Jagsforum.net

Importance
Trust meetings
Satisfaction

Face to face

Newsletter

Two methods requiring some attention: JT website and Trust meetings (in that order)
Respondents were asked if receiving email newsletters, instead of postal
newsletters, would appeal to them. Their answer is clear.

Would email newsletters appeal to you more than postal ones?

3

Number who said Yes

Number who said No

86

Please note:
1. the chart shows the number of people responding as opposed to percentage of
responses. Of the 98 members taking part in the survey, some omitted this
question.
2. this was an online survey thus all respondent did have PC access
So, you’ve joined the JT but what influenced you to sign up?...

Influence in joining JT
0.0 1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0 10.0

To be guardians of the future of the club. 7.8

To be a voice of the fans. 7.5

To raise money for the club. 7.4

To have more involvement in the club. 7.2

To assist the club in achieving promotion. 7.0

To show support to the Trust. 6.9

To strengthen bonds between the club and the community. 6.4

To have an elected place on the board of the club. 6.2

To acquire shares in the club. 5.6

To donate subscription money to the Trust. 5.5

To further the development of the game in the area. 4.9

There is no one clear influence but the top 3 or 4 should be kept in mind when
representing the members and, more crucially, engaging them.
The technical bit!

All organisations can measure their performance using a Customer Satisfaction Index
(CSI). As this measures satisfaction against the importance to the respondents, it
means the questions can vary as time goes on and improvement are made. The IQA
provide general guidelines on bandings for performance so each organisation can see
where they fit in the big scheme of things.
Currently, the JT performance …
100%

90%

80%
Excellent
70%
Very good
We want to be up 60% Good
Borderline
here! 50%
Cause for Concern
40% Poor
Very poor
30%
Extremely poor
20% 40% 42% 41%

10%

0%
Benchmark* JT Objectives JT JT overall
communication

* Benchmark source IQA general guidelines

In summary

The main priority for the JT is to encourage the Club to take proper account of the
interests of its supporters and of the community it serves in its decisions (objective 4).
The objectives could do with some clearer wording on them (especially objective 6
which mentions the Charter of Fundamental Rights of the European Union!).
Everyone involved in the JT must be in no doubt as to what the JT is out to achieve.
The JT should also look to improve their communication with the wider audience, by
using the JT website / blog and also making better use of Trust meetings. Further
investigation would be required to establish if this means holding more members
meetings or simply providing feedback on the monthly JT meetings themselves.
There is a clear appeal to receiving email newsletters. However, this response is
biased in that the survey was undertaken online where PC access was not an issue.
And lastly, the core of why these people joined the JT is to be a voice of the fans,
raise money for the club, and to become guardians of the future of the club. Keeping
these feelings at the forefront when engaging the members will maintain momentum
and help the JT go from strength to strength.