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Qualtrics Gameday Feedback - How BYU Football Used Gameday Feedback to Improve Fan Experience

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Do you know what your fans are thinking on gameday?

"Traffic was terrible." "The speakers by my seats are too loud." "The pre-game events were great!" "My cell phone doesn't send or receive messages." "I can't tweet!"

If your fans are having these thoughts, how are you finding out? Qualtrics helped BYU build a plug-and-play feedback program to make sure they knew exactly what their fans were thinking about the gameday experience.

Join our webinar on Wednesday, January 21st to learn how BYU got fan feedback to improve their gameday experience and how you can do the same.

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Qualtrics Gameday Feedback - How BYU Football Used Gameday Feedback to Improve Fan Experience

  1. 1. Qualtrics Gameday Feedback How BYU football used Gameday Feedback to Improve Fan Experience. qualtrics I
  2. 2. This webinar is being recorded. You will receive a copy of the recording. Chat in your questions and we’ll address them during the Q&A section. To join the conversation on Twitter, use #Q_Webinar
  3. 3. Introductions -~ xv . ». fa . . , .;, .=, _ ‘ 3;), ~ *3: I M h 7 7 V ‘I I I? “ I , s ~: _';7 I ‘ I I I ? U. ‘ 7 p V ’ : . 1~ I. -§ I ’ . '-. I I :1 {.3 ’ , .. “I. I. ‘-5 . _ . :.~ - : -> I. s - Bryce Lake, Danny Holmoe, Braydon Anderson, BYU Qualtrics Qualtrics
  4. 4. Goals for Today 0 Discuss the Qualtrics Gameday Feedback Solution o Show How BYU Improved Their Gameday Experience 0 Highlight Relevant Qualtrics Functionality
  5. 5. Problems BYU Faced 0 They saw the need for feedback, but didn’t know how to get it or where to start.
  6. 6. Problems BYU Faced . ;:> They saw the need for feedback, but didn’t know how to get it or where to start. »: :> They didn’t have anyone in house that knew how to get the data.
  7. 7. Problems BYU Faced . ;:> They saw the need for feedback, but didn’t know how to get it or where to start. »: :> They didn’t have anyone in house that knew how to get the data. They saw that an increasing number of fans would rather watch the game from home than in the stands.
  8. 8. Problems BYU Faced . ;:> They saw the need for feedback, but didn’t know how to get it or where to start. »: :> They didn’t have anyone in house that knew how to get the data. They saw that an increasing number of fans would rather watch the game from home than in the stands. They weren’t sure if the random emails and tweets they received were the opinion of the majority.
  9. 9. Qualtrics Gameday Feedback is Born ()
  10. 10. l/ lutliple Channels for Getting Data Email Feedback Stations Throughout the Stadium ~i- Survey URL on Jumbotron O Other Available Options: SMS, ln-app Feedback Portal, etc.
  11. 11. Emails 0 After First Home Game 0 After Mid—Season Home Game _ Hi Fans, We are looking for your help to improve the gameday experience at Lavell Edwads Stadium. Please fill out this 5 minute 0 After Bowl Game survey and see improvements tomorrow! Rz'3gii*. ‘§L: r'vi‘{y‘.
  12. 12. Emails 0 After First Home Game Emails Sent: 4,738 Responses: 1,513 Response Rate: 31.9% 0 After Mid—Season Home Game _ Hi Fans, We are looking for your help to improve the gameday experience at Lavell Edwads Stadium. Please fill out this 5 minute 0 After Bowl Game survey and see improvements tomorrow! Rz'3gin ‘§L: r'vr‘y‘.
  13. 13. Emails 0 After First Home Game Emails Sent: 4,738 Responses: 1,513 Response Rate: 31.9% 0 After Mid—Season Home Game _ Emails Sent 4,717 H‘ Pam‘ Responses: 939 We are looking for your help to improve Response Rate. 19.9% the gameday experience at Lav-ell Edwads Stadium. Please fill out this 5 minute 0 After Bowl Game survey and see improvements tomorrow! Flqgiii ‘3uivi*yl
  14. 14. Emails 0 After First Home Game Emails Sent: 4,738 Responses: 1,513 Response Rate: 31.9% 0 After Mid—Season Home Game _ Emails Sent 4,717 H‘ Pam‘ Responses: 939 We are looking for your help to improve Response Rate. 19.9% the gameday experience at Lav-ell Edwads Stadium. Please fill out this 5 minute 0 After Bowl Game survey and see improvements tomorrow! Emails Sent 61,057 Responses: 11,145+ Rigiri ‘Gm vwyl Response Rate: 18396
  15. 15. Feedback Stations GIVE FEEDBACK HERE
  16. 16. Survey URL on Jumbotron
  17. 17. How This Helped BYU 2o14 Football Season NPS . 3.05% Detractors Passives Promoters NPS Score -. - — . u -7 . ‘ 7 _' fi“psf. x r. :;t. i-9 BYU list <. en1ot.1‘.1 ‘Iy engiry survey in lisri; regard '19 gar? ‘-2 any “' : ”“”' ‘”"""“’ ‘ F‘ "rt """“ ic‘s. ..h. L'X3L'i’iL‘nCL'G 11 you go: ii. 1 ngcommi, -(‘Q you! !! ll cu:
  18. 18. Things They Couldn’t Control <73 3 HUME VISITOR
  19. 19. Things They Could Control
  20. 20. Things They Could Control
  21. 21. Things They Could Control ADVERTISE HERE
  22. 22. Things They Could Control ADVERTISE HERE
  23. 23. Q8<A
  24. 24. Contact your Account Rep or email braydona@qua| trics. com

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