'Voice of the Member' Update – Support - Collingwood FC

Overview

The next phase of our Voice of the Member roadmap has been launched!

This includes new ways for members to provide ongoing feedback, which will help us ensure that we build membership experiences that you will continue to love.

The updates outlined below all focus on growing meaningful relationships between the Club and you, our members.

New 'Help Centre'

We are excited to reveal our new online Help Centre, which you are currently using if reading this!

This website will be a one-stop shop for all of your Collingwood queries, such as membership FAQs, ticketing assistance, general club questions, and more!

A range of help articles are ready to go, and more are on the way!

If you have any ideas for future articles please let us know.

Email System Upgrade

In addition to the Help Centre, we've launched a new support system.

This new industry-leading platform allows our staff to attend to member enquiries more efficiently than ever before. This is thanks to a single view that collates enquiries from multiple channels, including email, live-chat, submission forms, and social media.

In plain language, this will help us respond to member queries in a more timely manner, and with more detailed answers.

Phone System Improvements

We are happy to report on the success of our new call system.

No further issues regarding calling the Club have been reported since the new system was introduced. Importantly, we recorded an average in-queue time of 2.02 minutes for the month of June.

Real-Time Feedback

Feedback options are now integrated into multiple aspects of your membership experience.

For example, you can now rate your experience with membership support after each email or chat interaction.

Frequent Surveys

Frequent digital surveys are now being run.

Thank you to all members who completed the mid-year survey last week, and to those who completed the recent fan experience survey on social media

Ideas Exchange Group

Over the past year the Club has worked with a small, representative group of members to workshop ideas and future initiatives that directly affect our members. We are now scaling this group up to enable all members to participate.

Why should you join?

To have your say on topics related to membership products, services, ticketing, content, events, and more!

What's involved?

The Collingwood Ideas Exchange Group is a private space where you'll take part in surveys and discussions managed by our research team.

What's in it for you?

You'll be able to help shape the future of the Club.

Click here to register for the Ideas Exchange Group.

Member Advisory Committee

A new group is being formed which will include a cross-section of Collingwood AFL, AFLW, and SSN members. This group will meet on a regular basis to share insights and advice with the Club.

The group is essentially an extension of the Ideas Exchange Group, but with more regular and involved sessions.

How will members be selected?

The advisory committee will be selected and contacted by the Club, and full details of these sessions will be shared along with the learnings and insights gathered.