Our latest ABA Executive Benchmark explored different strategies and approaches to optimizing the customer experience.
Highlights from the survey include:
Improving the customer experience is typically managed by one or two staff members from across multiple departments.
Parking and transportation were the most commonly mentioned pain point in the customer experience.
Not owning venues and balancing other institutional priorities were listed among the top challenges to resolving customer experience pain points.
Respondents expressed higher levels of satisfaction with their management of the ticket purchase experience, pre-arrival information and safety.
Respondents expressed lower levels of satisfaction with their parking availability, food and beverage services and way-finding signage.
QR codes or mobile ticket scanning were listed as most successful strategy for improving the entry experience, while contactless payment methods were mentioned as the most successful method for improving the onsite purchase of food and beverages at concessions.
