Football Brisbane has recently released the results of its annual Club Satisfaction Survey.
After commencing this process last year, Football Brisbane asks clubs to rate its performance in several key areas including:
- Fixture Scheduling
- Performance of the Football Brisbane Board
- Competition Administration
- Football Brisbane Staff
Last year’s survey was used as a baseline to then compare against future year performance. In each of the key areas, results improved in 2020 over those received in 2019, with the exceptions of referees.
Referees is an area highlighted by clubs of where more improvements were required both in terms of ensuring better recruitment and retention to increase the number of match officials as well as referee development and education. Football Brisbane has identified this as a priority over the next 18 months and is currently undertaking work in this area that will include the development of a Referee Strategic Plan and other initiatives that will be announced in due course.
The most pleasing result from the survey was the score of Football Brisbane providing value for money. This indicator increased by 82% in 2020 when compared to 2019.
Football Brisbane Chairman Jeremy Medina said, “It’s a credit to the Football Brisbane staff, who listened to the clubs’ feedback last year, took the time to co-developed solutions with the clubs, and implemented the necessary changes to improve the performance of the organisation. As a Board, we have asked the staff to focus on a ‘Club-First’ customer service philosophy and the results of this survey prove we are on the right track.”
General Manager Rafe Griffin stated, “We acknowledged that we needed to make improvements from where we were in 2019. Talking to our clubs to better understand the issues and challenges that they face was a key plank in our Strategic Plan and we’ve become much better in doing this, particularly during the suspension of football period. In all of our actions, we always try to focus on our clubs who are reliant on a volunteer base and what we can do to make their lives easier so they can focus on the key priorities in the day-to-day running of their clubs.“
A summary of the Club Satisfaction Survey Results is provided below.
Football Brisbane intends to run a survey at the end of the season to seek direct feedback from participants.