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Box Office & Patron Services Benchmark: Team Structures, Management and Processes

December 2025

How are Box Office/Patron Services teams structured both in the arts and cultural sector and out of sector, and what are the best practices to facilitate communication and collaboration between teams?

This question, raised by a performing arts center within the ABA membership, prompted a qualitative research study consisting of interviews with 10 cultural organizations in the US. The study also includes case profiles and diagnostic tools.

Findings from the research include:

  • Small ticketing and audience services teams can operate efficiently, but their limited size makes them especially vulnerable to absences and staff turnover. The presence of mid-level leadership plays a critical role in providing continuity, oversight, and decision-making support, helping to ensure that staffing disruptions do not escalate into broader operational risks.

  • Structured hiring and onboarding practices are essential to building stability within audience services teams. Clear documentation, defined processes, and thoughtful onboarding not only support retention but also reduce the burden on existing staff, allowing them to focus on higher-value work.

  • As organizations adopt more digital-first sales models, in-person transactions have declined, but the complexity of managing ticketing systems, databases, and integrations has increased. This shift requires strong technical oversight and dedicated attention to data quality and system performance. At the same time, rising volumes of customer inquiries add to operational demands.

  • Audience services teams are most effective in environments where communication is clear, collaboration is consistent, and staff feel supported and valued. Strong internal workflows, regular information sharing across departments, and opportunities for professional growth contribute to resilient, motivated teams that are better equipped to deliver high-quality, audience-centered experiences.

The full report is available to ABA members by clicking below.

This article is related to a recently completed custom research project conducted on behalf of an ABA member. Our research team is always delighted to speak with members about tailoring research projects to your organization. To learn more or submit a custom research request, simply contact your member advisor or email us at info@advisoryarts.com.