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Horsham, PA, United States, 2010/03/09 - LRA Worldwide, a leader in customer research for the sports industry, has developed PatronView™, an online survey and reporting tool designed to allow public assembly venues to capture critical audience feedback and measure patron satisfaction.
LRA Worldwide, Inc., a leading provider of Customer Experience Management research and consulting services to the global sports, entertainment, travel and hospitality industries, has developed PatronView™, an online survey and reporting tool designed to allow public assembly venues to capture critical audience feedback and measure patron satisfaction.
Built specifically for the live entertainment industry, PatronView™ provides venues with immediate post-event feedback and a comprehensive view of operational performance across the full range of venue “touch points.” Prior to launch, the program was piloted at theater and arena venues in Pennsylvania, Delaware, New Jersey and Florida; pilot properties cited the real-time actionable feedback, identification of opportunities to drive incremental revenue and ability to engage patrons on a one-on-one basis as the most powerful benefits of the program.
“By providing us with instant feedback from our audience, PatronView™ helps us achieve our mission - to deliver a great experience at every event,” explained Steve Bailey, Executive Director of the Grand Opera (Wilmington, DE). “An unanticipated benefit has been the expansion of our donor network. PatronView™ has identified a number of attendees who have expressed an interest in supporting our programming who weren’t on our radar screen.”
By incorporating input from the pilot properties, LRA has developed a survey tool that is virtually turnkey, employing a standard battery of questions to measure the patron experience from “entrance to exit;” PatronView™ clients also have the option of adding in a set of five custom questions specific to their venue. When the survey is fielded after each event, the results populate an online reporting suite in real-time, allowing management to immediately view survey responses and trend against previous results. The “real-time alert” feature immediately notifies venue management of any dissatisfied patrons, allowing for swift customer recovery efforts.
“PatronView™ has enabled us to listen to our attendees, better connect with our community and enhance our operations,” said Jeff Schumacher, General Manager of the Sun National Bank Center (Trenton, NJ). “The reporting website provides actionable information that helps us address real challenges and creates real efficiencies for our team.”
“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. “As the program grows, and more venues and data are entered into the system, venue operators will also be able to access very valuable comparative benchmarking data.”
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), sports (Madison Square Garden), skiing (Stowe Mountain Resort), financial services (Wells Fargo Home Mortgage), timeshare (Hyatt Vacation Clubs) and hospitality (Starwood Capital), 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.