As we approach the halfway point of the Premier League season, we want to hear about fans’ experiences so far in our mid-season survey.

The survey is one of two extended surveys per season that encourage supporters to provide feedback on the club’s off-field performance.

Whether you’ve attend matches or not, we encourage all fans to share their views on all aspects of the management of the club, including our vision and decision making, matchday experience, safety, catering and retail.

The survey takes approximately 10 minutes to complete and will close on 22 December. At the end of the survey, fans will be given the chance to enter a prize draw to win two premium tickets in our TW8 lounge for Brentford’s home FA Cup fixture against Wolves on the weekend of the 5-7 January.

Complete our mid-season survey here.

Fan and community relations director, Sally Stephens said: “Getting feedback from our fans is so important – we really appreciate the time taken by fans to send us their thoughts.

“We kicked off the season with great ambitions to deliver a high-quality experience for our fans as outlined in our 2023/24 Fan Engagement Plan as part of the Premier League’s new Fan Engagement Standard. This survey will help us understand if we are on track at the mid-point of the season. We would encourage all our fans to take part in the survey and help us prioritise any improvements going forwards.”

Key insights from our end-of-season survey 2022/23

Our end-of-season survey conducted at the beginning of June this year showed high levels of overall satisfaction among Bees fans, who were both proud to support Brentford and felt the club was well-run.

Frustrations with the ease of use of our old ticketing system were highlighted and the club will be closely monitoring to see if the move to the new Ticketmaster Sport system this season has helped to address these. Initial feedback from fan groups on this has been positive.

The scores for catering and retail both increased from the previous scores but supporters were still concerned about queues and the range of items available. The club has looked to rectify this with self-service order units and our new pre-order service, BeeOrder, which allows fans to order items in advance that are not usually available in their stand and collect those either pre-match or at half-time. Our self-service order units have been introduced in the busiest concourses around the stadium, with the result that more fans can be served at half-time, with a reduction in time taken to clear queues.

Better WiFi/5G was highlighted as the top thing that would improve matchday experience. This would require a substantial investment and may not be possible in the short term but is something that the club will continue to review.

The club wants to ensure that the Gtech is a welcoming and inclusive place. We want all our fans to know how to report any unacceptable abuse they witness or experience, particularly any discriminatory abuse, ideally at the time rather than after the game to enable the club to act decisively. Reports can be made via a steward or through one of our reporting options by text or QR code and details are displayed in all toilets and on the screens around the stadium. 77% of fans said that they are aware of how to report abuse, which is up from 61% this time last year but we’d still like this figure to be higher.

We have continued to take a strong stance on social media abuse, supporting the Online Safety Bill before it was passed. We also conducted a detailed review with fan groups around how we deal with fan behaviour issues, to ensure the processes are clear, transparent and fair which resulted in a new Acceptable Behaviour Policy being published in September.

Supporters overwhelming feel safe at the Gtech but do still remain concerned about away fans in home areas. This is an area the club continues to tackle every match, with strong sanctions for home supporters who pass their tickets to away fans in our stands.

Fans felt the club is working hard to support the west London community and highlighted the desired focus should be on making football more affordable, fighting racism and discrimination and providing young people with opportunities. The affordability of football is something that the club continues to be mindful of and has been at the forefront of decisions to rollover the club’s shirt, and to freeze the price of season tickets and match tickets this season, together with the introduction of direct debit to help fans spread payments across the season.

Share your views of the club in our mid-season survey – the feedback continues to help us improve, challenge the way we work and keep up to date with your views.