Case Study: NISA Turns Fan Voting into Real-Time Insight with QuestionPro
By QuestionPro
- case study
- Customer Experience (CX) Feedback
- Real-Time Consumer Feedback
- Automated Survey Research
- Digital CX – NPS – CES – CSAT
- CX Analytics
The National Independent Soccer Association (NISA), a US professional men’s soccer league established in 2017, sought to understand the fan experience across all touchpoints at a league level. As an emerging league, standard survey approaches were insufficient to reach the full range of fans, including guests and home-based viewers who had not purchased tickets directly. NISA needed a way to capture broader fan and sponsor feedback while also increasing active participation beyond passive attendance.
NISA worked with QuestionPro, deploying its QuestionPro CX platform to design and deliver a multi-stage fan engagement programme. The project followed a structured process: briefing, Man of the Match ideation, survey design, live in-stadium and at-home survey distribution, data cleansing, and reporting. QuestionPro’s NPS+ question type was used to assess net promoter score, root cause, and churn risk. A live fan-voting mechanic enabled both in-stadium and remote viewers to cast Man of the Match votes via QR code, with real-time results delivered to the broadcast team.
NISA gained structured fan insights across the full match-day journey. Key findings showed that 36% of fans planned to attend more matches in the upcoming season, and fans expressed a desire for more live in-match engagement. Sponsorship opportunities were identified in the automotive and lending sectors, and improvement areas such as streaming options and stadium quality were surfaced.
“We work with QuestionPro to better understand our rapidly-growing fan base. We’re always interested to hear what supporters and partners think about our league, and we’ll be using the findings to help further improve and grow our league, clubs, players, and staff at all NISA levels.” – John Prutch, Commissioner of NISA
Read the full version of this case study on the QuestionPro website here.
