Over 1,400 Participate in WKU's Online Fan Survey; Notable Findings and Plans of Action Below

Over 1,400 Hilltopper alumni, season ticket holders, donors and fans participated in WKU’s recent online survey providing the Athletics Department with vital feedback on WKU events, promotions, and overall customer service aspects. The 28 question survey was accessible for three weeks this summer through the athletic department’s website, wkusports.com, and was developed in partnership with Qualtrics.

“We really appreciate over 1,400 members of the Hilltopper Nation taking the time to complete our online survey,” Director of Athletics Ross Bjork said. “We have a very loyal and passionate fan base, and the feedback they have given us through this survey will help us to review, enhance and improve the athletic department’s entire game day and customer service operations. If we only maintain, then we are falling behind, so we are continually looking for ways to better engage our fans and improve their experiences involving WKU Athletics. It was very important that we provide specific actions items to improve our fan experiences so we are appreciative of the great feedback.”

Below are some of the notable findings and resulting plans of action derived from the survey:

Notable Findings
  • In ALL sport categories, the options “cleanliness of the facility”, “game atmosphere/experience”, and “quality of non-conference opponents” were ranked “Above Average” as the top choice. “Concessions pricing” and “parking” were ranked “Indifferent” as the top choice in all sports.
  • For football - 87% of respondents felt the cleanliness of the facility was “above average” or “excellent”
  • For men’s basketball - 73% of respondents felt the game atmosphere/experience was “above average” or “excellent”
  • 90% of respondents felt the cleanliness of Diddle Arena was “above average” or “excellent”
  • For Olympic sports - 81% of respondents felt the quality of non-conference opponents was “above average” or “excellent”
  • 83% of respondents said loyalty to the team or university ranked as the top motivation for them to attend sporting events.
  • Most fans who responded have a Facebook account (69%).
  • 84% of respondents want to see more appearances from Big Red and the spirit squads.
  • Expectations are very high for football, men’s basketball and women’s basketball. Of 621 specific comments, 414 referenced football, men’s basketball or women’s basketball.
  • Over 90% of respondents want men’s basketball games to continue to be broadcast live on television.

Resulting Plans of Action

  • WKU Athletics will engage and monitor our concessionaire, Centerplate, and our game day security team (CSC) to ensure we maintain a family-friendly atmosphere.  In fact, each game day worker will now be trained in using customer friendly correspondences.
  • Athletic Marketing will retain more time in games this season to include additional halftime performances and Big Red and spirit squad performances.
  • A social media strategy has been developed to enable fans easier access to WKU Facebook and Twitter accounts.  More information on a specific launch date will be released at a later date.
  • Men’s basketball games will continue to broadcast live on television for the 2011-12 season and as long as funding is maintained.  Less expensive men’s basketball season ticket packages have been introduced at the $99 rate and $340 for a new family plan season ticket package.