PARETO CHART

SOUTHWESTERN UNIVERSITY

Fan Satisfaction Survey

Results = (N=250)
Overall Grade
A

Game Day

A. Parking
B. Traffic
C. Seating
D. Entertainment
E. Printed Program
A. Pricing
B. Season Tickets Plan
A. Prices
B. Selection of Food
C. Speed of Service

Tickets
Concessions

90
50
45
160
66
105
155
16
155
35

105
85
30
35
34
104
60
116
60
45

45
48
115
26
98
16
24
58
24
46

E
5
52
35
10
22
15
11
58
11
48

ANALYSIS
In year 1, Prices, Speed of Service and Seating
were the top dissatisfaction drivers
A. PARKING
A
B
C
D
E

5
15
25
19
30
10
0
2
0
76

PARKING
120

90
105
45
5
5
250

36%
42%
18%
2%
2%

100
80

78%

60
40

90

105
45

20

0
A

C
GRADES

PARETO CHART
SOUTHWESTERN UNIVERSITY

In year 2, Prices were addressed and became

the top satisfaction driver, however, seating is
the top dissatisfaction driver, followed by printed program
and entertainment
TRAFFIC
TRAFFIC
A.
50
20%
B.
85
34%
C.
48
19%
D
52
21%
E
15
6%
250
driver followed by Printed Program. This results
in a new set of top complaint drivers:
Pricing, Selection of Food and
Season Tickets Plan and Entertainment

TRAFFIC
100
80

73%

60
85

40
20

50

48

52
15

0
A.

B.

C.

35

25

GRADES

SEATING

SEATING
140

A
B
C
D
E

45
30
115
35
25
250

18%
12%
46%
14%
10%

120

76%

100
80

60

115

40
20

45

30

0
A

C
GRADES

PARETO CHART
SOUTHWESTERN UNIVERSITY

ENTERTAINMENT

addressed as the issue continue to persist.

Season Tickets also appears in the top
4 complaints in years C, D and E.
Entertainment also appeared in the top
4 complaints in years B, C, D
Entertainment
A
B
C.
D.
E

200
150
100

160
35
26
10
19
250

64%
14%
10%
4%
8%

160
50

88%

35

26

10

19

C.

D.

0
A

GRADES

PRINTED PROGRAM
PRINTED PROGRAM
A
B
C.
D.
E

GRADES
66
34
98
22
30
250

120

26%
14%
39%
9%
12%

100
80
60
40

98
66

20

34

22

30

D.

0
A

C.
GRADES

PARETO CHART
SOUTHWESTERN UNIVERSITY

A. Pricing
A
B
C.
D.
E

GRADES
105
104
16
15
10
250

PRICING
42%
42%
6%
6%
4%

84%

150
100
50

105

104
16

15

10

C.

D.

D.

0
A

GRADES

A. SEASON TICKETS
A
B
C.
D.
E

GRADES
155
60
24
11
0
250

62%
24%
10%
4%
0%

SEASON TICKETS

86%

200
150
100
50
0
A

C.
GRADES

PARETO CHART
SOUTHWESTERN UNIVERSITY

Prices concession
A
B
C.
D.
E

GRADES
16
116
58
58
2
250

Prices Concession
6%
46%
23%
23%
1%

140
120
100
80
60

116

40
20

58

58

16

` A

C.

D.

GRADES

B. Selection of Food
A
B
C.
D.
E

GRADES
155
60
24
11
0
250

62%
24%
10%
4%
0%

SELECTION OF FOOD
200
150
100
155
50
60

24

11

C.

D.

0
A

GRADES

PARETO CHART
SOUTHWESTERN UNIVERSITY

C. Speed of Service
A
B
C.
D.
E

GRADES

35
45
46
48
76
250

14%
18%
18%
19%
30%

SPEED OF SERVICE

80

70
60
50
40

76

30
20

35

45

46

48

C.

D.

10
0
A

GRADES

PARETO CHART
SOUTHWESTERN UNIVERSITY

Top complaint drivers:

Prices

Top satisfaction drivers:

Entertainment

Speed of Service
Seating
Traffic

Season Tickets Plan

Selection of Food

Top complaint drivers:

Seating
Printed Program
Entertainment
Speed of Service

Top satisfaction drivers:

Prices
Parking
Pricing

Top complaint drivers:

Pricing
Selection of Food
Season Tickets Plan
Entertainment

Top satisfaction drivers:

Seating
Printed Program
Prices

Top complaint drivers:

Parking
Entertainment
Selection of Food
Season Tickets Plan

Top satisfaction drivers:

Prices
Traffic
Speed of Service

PARETO CHART
SOUTHWESTERN UNIVERSITY

Top complaint drivers:

Selection of Food
Season Tickets Plan
Prices
Parking

Top satisfaction drivers:

Speed of Service
Printed Program
Seating

Top complaint drivers appearing in 3 of 5 years:

Selection of Food
3
Season Tickets Plan
3
Entertainment
3
Top satisfaction drivers appearing in at least 2 of 5 years:
Prices
3
Speed of Service
2
Seating
2
Top Satisfaction Drivers in terms of absolute customer satisfaction score: