Data analysis to enhance Argyle supporters' experience
Daniel Arey, a second year BSc Mechanical Design and Manufacture student, voluntarily carried out a complex data analysis project for Plymouth Argyle Football Club following their high profile Emirates FA Cup game against Liverpool in January 2017.
The club had requested feedback from the Green Army as part of their ambition to continually improve their engagement with, and service to, their loyal supporters. 220 respondents provided 525 separate items of qualitative feedback.
With a passion for engineering quality, project management and process improvement, believing that the quality mind-set can be applied outside the engineering sector where the ‘product’ is the service, Daniel responded to this opportunity, promoted via the External Relations' Partnerships and External Engagement team. He had the unenviable challenge of transforming the feedback data into tangible information, forming the basis of service improvement and future club development for Argyle.
He told us:
“The hardest challenge was designing a system in which to categorise vague/verbose statements and complaints. Each supporter statement was unique and therefore presented difficulties in forming a clear strategy on what to improve. This opportunity has given me greater understanding of how to apply quality techniques in the unpredictable world of customer service".
Daniel is convinced that anyone looking to boost their employability should show an interest and get involved with such opportunities. His ambition is to pursue a career in manufacturing/quality engineering and he hopes this experience will demonstrate his ability to think 'outside the box' whilst applying desirable modern core skills of IT usage and effective data presentation.
“I would like to thank both Plymouth University and Argyle for this opportunity, and I'm pleased the club have found my findings of real value in improving their supporter experience.