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Horsham, PA, United States, 2010/10/26 - Allentown Symphony Hall, the premier performing arts facility in Pennsylvania’s Lehigh Valley and performing home of the Allentown Symphony Orchestra, is utilizing PatronView™, administered by LRA Worldwide, to measure the patron experience.
Allentown Symphony Hall, is utilizing PatronView™ to measure the patron experience. PatronView™, which is administered by LRA Worldwide, is an online survey and reporting tool designed to allow public assembly venues to capture critical audience feedback and measure patron satisfaction immediately post-event.
Allentown Symphony Hall deploys PatronView™ following multiple events during the indoor concert season. The events surveyed include those of the Allentown Symphony Orchestra, as well as a range of classical and popular concerts, family shows and special events. The PatronView™ survey and reporting suite provides venue leaders with insight into operational performance across the full range of venue “touch points,” as well as the opportunity to engage in immediate patron recovery efforts in the event of a problem registered on the system.
“PatronView™ was built to help very busy venues get mission-critical customer feedback and insight into their operation with a simple mouse-click,” said Rob Rush, CEO of LRA Worldwide. “Its flexibility and price point allows venues such as Symphony Hall to create a turnkey, structured mechanism for creating a dialogue with their patrons.”
Long term, the data will help Allentown Symphony Hall identify revenue growth opportunities, receive very near-term audience feedback on the Customer Experience for many different types of events and benchmark performance against industry peers.
“This is something that we have been looking to do for quite some time,” explained Sheila Evans, Executive Director of Allentown Symphony Hall. “PatronView™ made it very easy to execute, and the information it gathers allows us to react quickly to address issues and engage with customers, as well as to step back and plan for the future more intelligently.
There have even been some unanticipated benefits. After one event, we showed the promoter some of the negative feedback on the production and were able to negotiate a rebate on his fee..It’s been a tight budget year and we have been looking to trim operating costs, but PatronView™ has become a ‘must have’.”
LRA is one of the leading firms in the growing consulting and research discipline of Customer Experience Management or CEM. LRA’s Research practice oversees the program; the company has designed research instruments designed to measure and enhance the customer experience in industries as diverse as healthcare (Southern Anesthesia, ARAMARK Healthcare), sports (International Speedway Corp., Madison Square Garden), skiing (Stowe Mountain Resort), entertainment (Live Nation, The Grand Opera) financial services (Wells Fargo Home Mortgage, UPS Capital), timeshare (Hyatt Vacation Clubs) and hospitality (Starwood Capital, Hyatt Hotels), among others.
About LRA Worldwide, Inc.
LRA Worldwide (lraworldwide.com) is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability.
In LRA’s 25-year history, we have grown from a provider of customized quality assurance evaluation programs for the hospitality industry, to a leading CEM consulting company offering a variety of client solutions. The evolution has been driven by our clients asking us one question – "How do we get better?" In response, we have built a range of performance measurement, research, training and consulting solutions to help them do so. Today, we are a growing company operating in more than 120 countries throughout the world, helping clients such as Starwood Hotels & Resorts, the National Basketball Association, the PGA TOUR, International Speedway Corp., Hyatt Hotels Corporation and Ritz-Carlton Clubs deliver exceptional customer experiences. Every touch. Every time.