South Sydney Rabbitohs is using NPS to turn fans into members through a fan-first approach

Goal

As with any sports club, the Rabbitohs have always prioritized their members. They wanted to improve their overall experience to bring them closer to the club they love. To achieve this, the club sought to understand what their members truly felt about their experience and make swift improvements.

This would help fans become more engaged with the club, attend more matches, and make the Rabbitohs website their first stop for news and updated, behind-the-scenes content & official merchandise. And turn fans into members who could enjoy a host of benefits.

Challenges

To get the ball rolling, the Rabbitohs tried various platforms to understand the members’ experience. However, those tools were either too expensive or lacked sophistication. Handling the feedback data almost put the Rabbitohs on the back foot, as the platforms consumed a lot of time and resources. 

This had a major impact on achieving the club’s goals. Therefore, the search for a sophisticated platform to improve the member experience continued.

Solution

In pursuit of delivering a better member and fan experience, the Rabbitohs chose SurveySparrow as their perfect CX platform. SurveySparrow hit the spot by matching all the requirements the Rabbitohs were looking for. 

The platform provides easy-to-build surveys with a simple UI at an affordable cost. The Rabbitohs were able to collect member reviews through channels like Emails, SDK for the App, Embed on the website, and many more. 

With the executive dashboard as a single source of truth, the Rabbitohs were able to identify trends, understand fan sentiment, and make data-driven decisions quickly. They were able to create custom apps that could seamlessly fit into their existing business tools and transfer data easily. All the feedback collected was effortlessly integrated with the Rabbitohs’ existing business tools, streamlining workflow and improving operational efficiency.

Result

100% completion rate

Improved member experience

Increased Net Promoter Score

The Rabbitohs’ success went beyond a 100% completion rate and improved NPS. They were able to collect feedback through multiple channels, providing valuable insights for the club to work upon.  This way they transformed fans into loyal members through a structured fan journey. 

The platform effectively measured NPS to gauge loyalty and helped curate a top-notch fan experience at every moment. And it didn’t just stop with NPS. Additionally, they tracked more critical metrics like customer satisfaction (CSAT) to gauge the Happiness Index using SurveySparrow.

The Rabbitohs also used various other surveys to cater to activities like fan competitions, members’ market research, sponsor market research, and many more.