Results of club survey.
Hi Gary
Thank you to everyone who recently completed the club survey, over 50% responded and it has given us a greater insight into how our evolving processes have been received. We wanted to share some of the key findings with you.
Communication
• You have asked us to give you more notice as to when on-sales are; we will send you a full calendar for the whole season at the end of March. This will be emailed to you in a printable format along with the option to download this straight into your online calendar. In the same communication we will also circulate the number of tickets available within each category; prices will follow once they are confirmed. For the first time you will be able to select the tier that you wish to purchase in when booking online;
• There was on overwhelming preference (80%) for on-sales to take place between 8am-4pm, Monday to Thursday. Wednesday took the top spot (70%) with the majority voting for 8am to midday;
• In response to your feedback, we will be trialling later opening hours this coming autumn and will be available to take calls and answer emails until 7pm on Tuesdays, Wednesdays and Thursdays during September through to December.
System
• It is fantastic to see that 90% of you like choosing your own seats and that nearly everyone was able to book some or all of their tickets at the prices they wanted;
• Comments surrounding Direct Debit payments have been mainly concerning having to enter your bank details multiple times. We agree this is frustrating, but currently there are some PCI Compliance issues that we are working to overcome and are looking to make enhancements to the payment system over the next 12 months;
• Over three quarters of you were happy with the overall performance of the system, albeit some feedback indicated that the system was too slow and that booking 10 tickets at a time makes the process convoluted. We are in discussions with our software provider concerning this and will look to make enhancements where possible over the coming months.
Assistance
In addition to the later opening times, we would like to draw your attention to our Club Information section on englandrugby.com/tickethelp.
By clicking on Categories and Club Information you have access to an extensive knowledge base which we are constantly updating and improving. This is something you can access 24 hours a day, 7 days a week and you will find the majority of the answers to your questions, but we are always happy to speak to you over the phone.
We would like to extend our grateful thanks for your support over the past 12 months, we have introduced some important changes and we thank you for your patience throughout.
Kind regards
The RFU Ticketing Team
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