FSA Interim Audit Report: Communications Review & Recommendations

At the 2024 Trust Annual General Meeting, our members requested a thorough evaluation of our communication methods.

We are pleased to present the preliminary findings of an independent Communications Audit, commissioned by the Exeter City Supporters’ Trust and executed by the Football Supporters’ Association (FSA).

This audit shows the Trust's engagement with its members through various digital platforms, newsletters, meetings, events, and more, providing insightful feedback and recommendations aimed at enhancing our communication efforts collectively.

What did the audit find?

Website: Accessible, regularly updated and clear, with over 50 articles in 2024 which covered governance, club development and community engagement.

Email newsletters: Open rates averaging over 60%, strong performance and far above the nonprofit benchmark of 25-40%

Social media: Solid follower numbers across various platforms, but inconsistent posting. There’s clear potential for more engaging content.

Meetings & Events: The AGM saw a lower turnout from the high attendances of fan forums and board meetings. The audit has offered ideas to reinvigorate in-person and hybrid engagement.

Other engagement methods: The Members’ Handbook, Annual Report and Matchday Programmes were praised as examples of best practice and strong governance, with a clear, accessible style that supports transparency

Please see the full FSA Audit below.

Exeter City Supporters Trust Communications Audit.pdf

Download PDF • 96KB

What happens next?

The Trust has taken this valuable feedback on board, and is committed to improving all areas of communication for our members

In response to this, a published a clear action plan which includes, the appointment of a Media & Communications Officer, member surveys and new content and event strategies aimed at improving digital engagement and two-way communication, which can be seen below.

ECFCST Comms Action Plan.docx.pdf

Download PDF • 117KB

This audit is a result of member-driven accountability and we’re proud to share its results with you. Thank you for continuing to be an engaging and active part of the Trust. As a supporter-owned football club, we’ll keep improving on how we inform, involve and represent our supporters.

If you have feedback or questions, please get in touch at: communications@ecfcst.org.uk