industry partners benchmark survey...words of welcome dear friends, as chair of the industry...

2020

Industry Partners Benchmark Survey

Global Barometer – bi-annual report on

industry developments.

World Map of Venues – report on

trends in venue space and project

developments globally.

Economic Impact Study – report on

the value of exhibitions globally and

regionally.

United Nations Sustainable

Development Goals – report on the

economic, social and environmental

impact of different exhibition industry

projects.

Global Visitor Insights and Global

Exhibitor Insights – data-driven

research reports on visitor feedback and

exhibitor expectations.

Best Practice Compendiums – case

studies of successful industry

developments.

Special Industry Topics – a wide

range of bespoke reports on specific

industry topics.

Euro Fair Statistics – annual list of

certified data for Europe, by country.

The Trade Fair Industry in Asia –annual analysis of market developments for

Asia/Pacific, by country.

The Exhibition Industry in Middle East

- Africa (MEA) – overview of the exhibition

market in the MEA region.

The Exhibition Industry in Latin

America – the first comprehensive overview

by UFI of the exhibition industry Latin

America.

UFI Research Patron:

Freeman is the world’s leading brand experience company. They help their clients

design, plan and deliver immersive experiences for their most important audiences.

Through comprehensive solutions, including strategy, creative, logistics, digital solutions

and event technology, Freeman helps to increase engagement and drive business

results. What makes them different is their collaborative culture, intuitive knowledge,

global perspective and personalised approach.

UFI Research is available at

www.ufi.org/research

UFI Research: an overview

GlobalReports

RegionalReports

TopicalReports

Focused reports on challenges and

developments within the exhibition industry.

Regular market overviews of UFI‘s

chapter regions.

Analysing the global exhibition industry

with global comparisons.

2© jwc/UFI

http://www.ufi.org/research

The UFI Industry Partners Working Group is a diverse group of motivated industry experts offering a broad range of services. All members share a common goal – to work closely with organisers and venues to help them create and sustain successful exhibitions. As the exhibition industry continues to evolve, “we offer a vital partnership, adding our valuable support across key areas and professions.”

Definition: Industry Partners work closely with organisers and venues to help create and sustain successful exhibitions.

Mission and activities: the UFI Industry Partners Working Group and its members commit to facilitate the transfer of knowledge and the sharing of best practices and insights from their entire spectrum of activities, industries served and services provided. It does this by using Working Group meetings as discussion forums, conducting specific industry research studies and showcasing best practice examples through the UFI Awards scheme.

Industry Partners Working Group

3© jwc/UFI 2020

Words of welcome

Dear friends,

As Chair of the Industry Partners Working Group, I am extremely proud to provide you with our first global Industry Partners Benchmark Survey. We believe this is the first survey of it’s kind in our industry to focus on the value that organisers place on their suppliers.

The survey will be of great interest to suppliers and partners worldwide, by giving them key insights into the true nature of the relationships between organisers and the companies that support their events.

I take this opportunity to thank and congratulate Sebastian Witt (our Co-Vice-Chair), who has dedicated many hours to constructing the survey and analysing the results. A big thank you also to his jwc team for their immense contribution. They’ve all been amazing !

This “new” Working Group is here to stay. I express gratitude to each member for their support, with a very special mention for my current Vice-Chairs Jo-Anne Kelleway and Sebastien Witt, and those from the previous year, Jochen Witt and UFI’s Angela Herberholz. Thank you for your contributions!

Best wishes,

Ravinder Sethi Chairman Industry Partners Working Group

4© jwc/UFI 2020

Industry Partners Benchmark Survey: objectives

Developed by the UFI Industry Partners Working Group, this survey aims to benchmark and assess the relationships between industry partners/suppliers and exhibition organisers/venues, as well as identifying areas for improvement with regard to collaboration.

The results demonstrate that industry partners are regarded as an essential and valuable component of our industry. Overall satisfaction levels with regard to service delivery are relatively high. The results indicate that some of the less-utilised services may have a stronger impact on the outcome of an event than those more commonly relied upon. The results also show that the duration of cooperation between industry partners and their customers has a strong positive correlation to satisfaction levels.

Despite the overall positive feedback, the results also indicate a demand for more innovation from industry partners and that an increase in data sharing between industry partners and their customers could bring additional value.

5© jwc/UFI 2020

Survey participation indicators

Descriptive statistics

51%

28%

17%

4%

Organiser and venue operator

Exhibition organiser

Venue operator

Other (please specify)

46%

33%

8%

7%6%North America

Africa

Asia/Pacific

Middle East - Africa

Central and South America

Europe

1%

Total number of survey participants: 212

86% UFI members

Region Function

6© jwc/UFI 2020

Descriptive statistics

▪ The Industry Partners Benchmark Survey was run from January-March 2020.▪ A total of 7,988 invitations were sent.▪ Target groups: organisers, venue operators, and organisers and venue operators.▪ A total of 212 individuals participated, of which 86% are UFI members.▪ The majority of respondents (79%) are from Europe and Asia/Pacific.▪ Due to the limited number of survey respondents, a geographical analysis of results was only possible for

Europe and Asia/Pacific.

7© jwc/UFI 2020

Question 1: Which of the following services does your company use?

8© jwc/UFI 2020

Percentage of all survey participants using services

Booth construction is the most relied-upon service

0

10

20

30

40

50

60

70

80

90

100

Catering Freight forwarder/

logistics

Booth construction

Security/ security

staff

General service contractor

(decor)

Event technology/

software

Marketing and communications

EquipmentConsultancy Other (please specify)

80% 79%

71%70%66%

60% 58% 58%

37%

12%

Perc

enta

ge o

f su

rvey

par

tici

pan

ts u

sin

g se

rvic

e

9© jwc/UFI 2020

Percentage of survey participants using services by target group

Organisers with their own venues use service providers the most

0

10

20

30

40

50

60

70

80

90

100

Booth construction

47%

Catering Consultancy

74%

Equipment

80%

47%

58%


59

69

45

85%

19%

86%93%

73%

85%

47%

60%

47%

78%75%

36%

13%

37%

22%

51%

39%

58%

72%68%

58%

76%

93%

3%

61%

Pure organiser

Pure venue owner

Organiser and venue owner

Perc

enta

ge o

f su

rvey

par

tici

pan

ts u

sin

g se

rvic

e


Event technology/

software

Freight forwarder/

logistics


(decor)

Security/ security

staff

10© jwc/UFI 2020

Percentage of survey participants using services by region

European companies use service providers more than companies in Asia/Pacific

0

10

20

30

40

50

60

70

80

90

100

Catering General service contractor

(decor)

Equipment

91%


Event technology/

software

Consultancy Other (please specify)

67%

51

41%

64

Freight forwarder/

logistics

53%

8%

Security/ security

staff

66%

89%

44%

31%

Booth construction

70%

84%

54%

63%

49%

66%70%

56%

78%

60%

16%

Asia/Pacific

Europe

Perc

enta

ge o

f su

rvey

par

tici

pan

ts u

sin

g se

rvic

e

11© jwc/UFI 2020

Percentage of survey participants using services by region and country

India and China drive down overall use of services in Asia/Pacific

0

10

20

30

40

50

60

70

80

90

100



(decor)

Freight forwarder/

logistics

54%

Security/ security

staff

40

67%

57

38%

69%

55%

46%


38%38% 31%

50%

25%23%

38

46% 46%38%

59%55%

Catering

76%

31%

Booth construction

12%

50%

13%

63%

50%

25%

8%

38%

50%

78%

Event technology/

software

Consultancy Equipment

69%

China

Asia Pacific w/o China and India

India

Perc

enta

ge o

f su

rvey

par

tici

pan

ts u

sin

g se

rvic

e

12© jwc/UFI 2020

Use of services: key takeaways

▪ Booth construction is the most relied-upon service, followed closely by staff and security.▪ The reason for the heavy reliance on staff and security is because these services are usually outsourced,

with few organisations having staff in-house.▪ Consultancy services are amongst the least-used services.▪ Many of the most-used services can be considered mandatory services needed to run an event, while

services such as consultancy are used on a more voluntary basis.▪ Pure venue owners rely the least on service providers.▪ Europe relies most heavily on service providers, while Asia/Pacific relies on them much less. This trend is

driven by China and India, where an average of just 38%-40% of companies use service providers.

13© jwc/UFI 2020

Question 2: Rate the impact that the service of your industry partner has onoverall event success (1= low impact, 5= high impact)

14© jwc/UFI 2020

Perceived impact of service on event success (1 = low, 5 = high) amongst all participants

While booth construction is the most-used service, marketing and communications are perceived to contribute the most to event success

4,23,9

4,4

3,3

3,84,2

3,9 3,94,1

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

Ø 3,6

0,0Ran

k: 1

= lo

w im

pac

t, 5

= h

igh

imp

act



(decor)

Freight forwarder/

logistics

Security/ security

staff


CateringBooth construction

Event technology/

software


15© jwc/UFI 2020

Perceived impact of service on event success (1 = low, 5 = high) by target group

Venue owners do not perceive those services as valuable, which typically are of high relevance for the event (e.g. communication and marketing, booth construction)

4,3

3,7

4,5

3,2

3,84,1 4,0 4,0 4,04,1 4,1

4,3

3,43,8

4,3

3,8 3,7

4,2

3,7

4,2 4,0

3,2

3,9 4,1

3,63,9

4,2

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

4,03,8

3,5

0%

Pure venue owner

Pure organiser


Ran

k: 1

= lo

w im

pac

t, 5

= h

igh

imp

act



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


16© jwc/UFI 2020

Perceived impact of service on event success (1 = low, 5 = high) by region

There are no notable differences in the perceived impact of services between Europe and Asia/Pacific

4,34,0

4,5

3,4

3,8

4,2

3,8 3,94,24,1

3,84,2

3,4

4,0 4,1 4,0 3,94,1

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

4,03,9

Europe

Asia/Pacific

Ran

k, 1

= lo

w im

pac

t, 5

= h

igh

imp

act



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


17© jwc/UFI 2020

Impact of services on event success: key takeaways

▪ Although booth construction is relied upon most frequently, it is not considered to be the most relevant factor in terms of overall event success.

▪ Marketing and communications are seen as the most significant lever for event success. The fact it is possible to track the success of marketing efforts more effectively than other services may go some way to explaining this. These services also directly contribute to securing event participation.

▪ Consultancy services are perceived to have the lowest impact on event success, suggesting the overall quality of these services within the industry may not be sufficient, and the quality of service providers may be too inconsistent.

▪ The perceived impact of services on event success are relatively homogeneous, suggesting that a successful event requires a wide array of services.

▪ Although service use varies greatly between target groups and regions, perceived impact is regarded similarly between these groups.

18© jwc/UFI 2020

Question 3: Rate the impact that the services of your industry partner have onthe overall business. (1= low impact, 5= high impact)

19© jwc/UFI 2020

Perceived impact of services on overall business success (1 = low, 5 = high) amongst all participants

The perceived impact of services on overall business successis similar to the perceived impact on event success

4,03,7

4,2

3,33,6

3,93,6 3,6

3,8

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

0,0

Ø 3,4

Ran

k: 1

= lo

w im

pac

t, 5

= h

igh

imp

act



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


20© jwc/UFI 2020

Perceived impact of services on overall business success (1 = low, 5 = high) by target group

Consultancy services are perceived to have the lowest impact on overall business success

4,1

3,5

4,4

3,33,5

3,93,6 3,7 3,7

3,9 3,94,1

3,33,5

4,0

3,4 3,53,73,6

4,24,0

3,1

3,8 3,93,7 3,5

4,1

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

3,7

0%

3,8

3,7

Pure organiser

Pure venue owner


Ran

k: 1

= lo

w im

pac

t, 5

= h

igh

imp

act



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


21© jwc/UFI 2020

Perceived impact of services on overall business success (1 = low, 5 = high) by region

The perceived impact of services on overall business success is similar across Europe and Asia/Pacific

4,03,7

4,2

3,33,5

3,8

3,4 3,43,8

4,0 3,8

4,2

3,3

3,84,0

3,8 3,8 3,9

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

3,83,7

Europe

Asia/Pacific

Ran

k: 1

= lo

w im

pac

t, 5

= h

igh

imp

act



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


22© jwc/UFI 2020

Impact of services on business success: key takeaways

▪ The impact of service providers on overall business success is marginally lower than their impact on event success.

▪ Like their impact on event success, their impact on overall business success is relatively homogeneous.▪ Consultancy services are seen as the least significant in terms of overall business success. ▪ These effects hold true across the different target groups and geographic regions.

23© jwc/UFI 2020

Question 4: How satisfied are you with your relationship with your most important industry partner (that which is most relevant to the success of your event)? (1= not satisfied at all, 5 =

very satisfied)

24© jwc/UFI 2020

Satisfaction with most important service provider (1= not satisfied at all, 5 = very satisfied) amongst all survey participants

Close to 80% of participants are satisfied with their most important service provider

Rank: 1= not satisfied at all, 5 = very satisfied

0

10

20

30

40

50

60

70

80

90

100

0%

2

2%

1 3 4 5

53%

20%24%

Perc

enta

ge o

f su

rvey

par

tici

pan

ts(%

)

25© jwc/UFI 2020

Satisfaction with most important service provider (1= not satisfied at all, 5 = very satisfied) by target group

Pure organisers are marginally more satisfied with their most important service provider than the other target groups

4,13,8 3,8

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

Ø 3,9

Pure organiser


Pure venue owner

Ran

k: 1

= n

ot

sati

sfie

d a

t al

l, 5

= ve

ry s

atis

fied

26© jwc/UFI 2020

Satisfaction with most important service provider (1= not satisfied at all, 5 = very satisfied) by region

Satisfaction with their most important service provider is similar amongst participants in Europe and Asia/Pacific

4,0 3,9

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

Europe

Asia/Pacific

Ran

k: 1

= n

ot

sati

sfie

d a

t al

l, 5

= ve

ry s

atis

fied

27© jwc/UFI 2020

Satisfaction with most important service provider: key takeaways

▪ The overall satisfaction rate with the most important service provider is extremely positive, with 80% of participants giving a rating of either 4 or 5.

▪ Nearly 25% of all participants gave their most important service provider the highest possible rating of “very satisfied”.

▪ None of the participants gave a “not satisfied at all” rating, and just 2% gave a rating of 2. ▪ There are no significant differences between target groups and regions.

282020

Question 5: How satisfied are you with your relationship to your other industrypartners? (1= not satisfied at all, 5 = very satisfied)

29© jwc/UFI 2020

Satisfaction with other service providers (1= not satisfied at all, 5 = very satisfied) amongst all participants

Satisfaction with other service providers is slightly lower than with the most important service provider, but still fairly positive

3,83,6

3,73,5

3,6 3,53,7 3,7 3,7

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

3,6

0,0Ran

k: 1

= n

ot

sati

sfie

d a

t al

l, 5

= ve

ry s

atis

fied



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


30© jwc/UFI 2020

Satisfaction with other service providers (1= not satisfied at all, 5 = very satisfied) by target group

Pure organisers are marginally more satisfied with their other service providers than the other target groups

3,9

3,53,8

3,5 3,6 3,63,9 3,9 3,73,8

3,5 3,63,4

3,6 3,5 3,5 3,5 3,63,6 3,7 3,63,3

3,73,4 3,5 3,4

3,7

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

3,5

3,73,5

0%

Pure organiser


Pure venue owner

Ran

k: 1

= n

ot

sati

sfie

d a

t al

l, 5

= ve

ry s

atis

fied



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


31© jwc/UFI 2020

Satisfaction with other service providers (1= not satisfied at all, 5 = very satisfied) by region

Satisfaction with other service providers is similar across Europe and Asia/Pacific

3,83,6

3,83,6 3,7 3,6 3,7 3,7 3,73,8

3,5 3,63,4

3,73,5

3,9 3,7 3,7

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

3,73,6

Europe

Asia/Pacific

Ran

k: 1

= n

ot

sati

sfie

d a

t al

l, 5

= ve

ry s

atis

fied



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


32© jwc/UFI 2020

Satisfaction with other service providers: key takeaways

▪ Overall satisfaction with other service providers is relatively high and spread extremely evenly between different service categories.

▪ There are no significant differences between target groups or geographic regions.

33© jwc/UFI 2020

Question 6: Please rate how satisfied you are with the innovation provided by yourindustry partner? (1 = Not at all satisfied, 5= Very satisfied)

34© jwc/UFI 2020

Satisfaction with innovation from service providers (1= not satisfied at all, 5 = very satisfied) amongst all participants

While participants are generally satisfied with the level of innovation from their service providers, it is lower than overall satisfaction

3,2 3,0

3,53,1

3,33,5

3,1 3,2 3,0

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

0,0

3,63,9

3,2

Ran

k 1=

no

t sa

tisf

ied

at

all,

5 =

very

sat

isfi

ed

Satisfaction with most important service provider

Ø

Satisfaction with other service providers



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


35© jwc/UFI 2020

Satisfaction with innovation from service providers (1= not satisfied at all, 5 = very satisfied) by target group

Satisfaction with innovation from service providers is relatively even between target groups

3,22,9

3,53,2 3,3

3,53,2 3,2

3,13,1 3,23,5

3,2 3,23,6

2,9 3,0 2,93,03,2

3,4

2,6

3,3 3,22,9 2,9 3,1

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

3,2

0%

3,03,2

Pure organiser

Pure venue owner


Ran

k: 1

= n

ot

sati

sfie

d a

t al

l, 5

= ve

ry s

atis

fied



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


36© jwc/UFI 2020

Satisfaction with innovation from service providers (1= not satisfied at all, 5 = very satisfied) by region

Satisfaction levels regarding innovation from service providers are similar across Europe and Asia/Pacific

3,1 3,23,4 3,3 3,3

3,6

3,03,2

3,13,3

2,9

3,5

3,03,3

3,5

3,1 3,0 3,0

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

3,33,2

Europe

Asia/Pacific

Ran

k: 1

= n

ot

sati

sfie

d a

t al

l, 5

= ve

ry s

atis

fied



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


37© jwc/UFI 2020

Innovation: key takeaways

▪ Overall satisfaction amongst participants with regard to innovation from service providers is lower than their overall satisfaction with their most important service provider and other service providers.

▪ This suggests there is demand for more innovation from service providers.▪ Marketing and communications service providers are perceived to be the most innovative.▪ There are no significant differences between target groups or geographic regions.

38© jwc/UFI 2020

Question 7: In which segment do you see the biggest investment to enhancethe quality of your event within the next 12-18 months?

39© jwc/UFI 2020

Key segments for investment amongst all participants

Event technology is the key area of investment for enhancing the quality of events

0

10

20

30

40

50

60

70

80

90

100

67%

8%8%

27%

15%

54%

7%

17% 17% 17%Perc

enta

ge o

f su

rvey

par

tici

pan

ts(%

)



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


40© jwc/UFI 2020

Key segments for investment by target group

Pure venue owners and pure organisers place most importance on event technology when it comes to enhancing the quality of events

0

10

20

30

40

50

60

70

80

90

100

72%

7%

25% 25

7%

23

31%

15%

6%

21

32%

8%11%

27%19%

14%

64%

56%

7%

33%

0%

10%7%7%

15%19%

54%

9%

20%14%

22%

8%

72%

Pure organiser


Pure venue owner

Perc

enta

ge o

f su

rvey

par

tici

pan

ts (

%)



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


41© jwc/UFI 2020

Key segments for investment by region

Asia/Pacific has a bigger focus on event technology than Europe, which has a bigger focus on marketing and communications

0

10

20

30

40

50

60

70

80

90

100

21%

7%

Ø 24

9%

31%

71%

44%

Ø 24

10% 10%13%17%15%

61%

20%26%

60%

5%

16% 16% 14%

4%

Europe

Asia/Pacific

Perc

enta

ge o

f su

rvey

par

tici

pan

ts (

%)



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


42© jwc/UFI 2020

Future investments: key takeaways

▪ The key areas of investment for the future development of events are perceived to be marketing and communications, and event technology and software. Participants believe other service areas will have only a marginal impact on the future development of events.

▪ Consultancy services are perceived to have only a marginal impact on the future development of events.▪ Survey participants in Asia/Pacific place a larger emphasis on event technology and software than their

European counterparts. Meanwhile, marketing and communications is perceived to play a more significant role in Europe than in Asia/Pacific.

43© jwc/UFI 2020

Question 8: On a scale of 1-5, how likely are you to recommend your most importantindustry partner (that which is most relevant to the success of your event)?

(1=not at all, 5= very likely)

44© jwc/UFI 2020

Likelihood of recommending most important service provider (1 = not at all, 5 = very likely) amongst all participants

Companies providing booth construction services are most likely to get recommended

4,03,6 3,7

3,43,6 3,7 3,7 3,7 3,6

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

3,7

0,0Ran

k: 1

= n

ot

at a

ll, 5

= v

ery

likel

y



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


45© jwc/UFI 2020

Likelihood of recommending most important service provider (1 = not at all, 5 = very likely) by target group

Pure venue owners are least likely to recommend their most important service provider

4,0

3,43,7

3,43,6 3,7 3,9 3,8 3,6

3,93,7 3,6

3,33,6 3,7

3,5 3,5 3,63,63,8

3,5

3,1

3,5 3,5 3,4 3,4 3,5

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

0%

3,4

3,63,6

Pure organiser


Pure venue owner

Ran

k: 1

= n

ot

at a

ll, 5

= v

ery

likel

y



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


46© jwc/UFI 2020

Likelihood of recommending most important service provider (1 = not at all, 5 = very likely) by region

The likelihood of recommending their most important service provider is similar for participants in Europe and Asia/Pacific

4,03,7 3,6

3,43,6 3,7 3,6 3,5 3,7

3,93,5

3,73,3

3,5 3,73,9

3,7 3,6

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

3,73,7

Europe

Asia/Pacific

Ran

k: 1

= n

ot

at a

ll, 5

= v

ery

likel

y



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


47© jwc/UFI 2020

Recommending most important service providers: key takeaways

▪ The likelihood of survey participants to recommend their most important service provider is very high (rating of 3.7).

▪ This score is closely linked to their overall satisfaction with their most relevant service provider (rating of 3.9).

▪ Companies that provide booth construction services are most likely to be recommended .▪ Once again, consultancy service providers are not as likely to get recommended as others – again seeming

to indicate the inconsistent levels of quality amongst different consultancy companies.▪ There are no significant differences between target groups and geographic regions.

48© jwc/UFI 2020

Length of business relationship with most important service provider

Companies providing booth construction services enjoy high loyalty from their clients

1

11 12

26

43

72

1925 26

136

26 22

14 16

6

2217

9 7

39

2

1621 23 21

17

8

30

2016 14

13

1

13

1526

32

13

4

14 17

23 27

15

2

1814

29 29

7

0

10

20

30

40

50

60

70

80

90

100

15

1 5 to 102 to 4 4 to 5 NA10+

17

Perc

enta

ge o

f s

urv

ey p

arti

cip

ants

Booth construction

Catering

Equipment

Consultancy


Event technology/software

Freight forwarder/logistics

General service contractor (decor)

Staff and security

Length of relationship in years

50© jwc/UFI 2020

Length of collaboration: key takeaways

▪ There is a clear relationship between the length of collaboration and the value attributed to these collaborations.

▪ Booth construction service providers enjoy the longest relationships with their clients.▪ Despite being a major factor for success, the length of collaboration between marketing and

communications service providers and their clients is relatively short, which suggests that clients are prone to switching service providers more frequently.

51© jwc/UFI 2020

Question 10: Do you believe you would receive a better service if you shared moredata/information with your industry partners (i.e., business information,

customer data, operational insights, etc.)?(1= not at all, 5= yes, definitely)

52© jwc/UFI 2020

Perceived positive effect of information sharing with service providers (1 = not at all, 5 = yes, definitely)

The quality of services in the areas of event technology and marketing, in particular, would improve with an increase in the data transferred between client and contractor

3,53,2

3,93,7

3,2

3,9

3,3 3,3 3,4

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

3,5

0,0Ran

k: 1

= n

ot

at a

ll, 5

= y

es, d

efin

itel

y



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


53© jwc/UFI 2020

Perceived positive effect of information sharing with service providers (1 = not at all, 5 = yes, definitely) by target group

Pure venue owners believe they would benefit most from an increase in the data transferred between them and their contractors

3,5

2,9

4,03,7

3,0

3,9

3,2 3,2 3,33,4 3,4

3,83,5

3,1

3,7

3,3 3,3 3,4

3,9 3,73,9 3,8

3,6

4,23,8

3,63,8

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

3,8

3,43,4

0%

Pure organiser

Pure venue owner


Ran

k: 1

= n

ot

at a

ll, 5

= y

es, d

efin

itel

y



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


54© jwc/UFI 2020

Perceived positive effect of information sharing with service providers (1 = not at all, 5 = yes, definitely) by region

The value of data sharing is perceived to be marginally higher in Asia/Pacifict han in Europe

3,4

3,0

3,7 3,7

3,1

3,8

3,1 3,2 3,2

3,63,4

3,93,7

3,3

3,93,6

3,33,5

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

3,63,4

Europe

Asia/Pacific

Ran

k: 1

= n

ot

at a

ll, 5

= y

es, d

efin

itel

y



(decor)

Freight forwarder/

logistics

Security/ security

staff



Event technology/

software


55© jwc/UFI 2020

Data sharing: key takeaways

▪ There is a clear belief that increasing the amount of information shared service providers and organiser and venue operators can be beneficial.

▪ This holds true especially for organisations that provide marketing and communications services and those who provide event technology services.

▪ Pure venue owners believe most strongly that information sharing can improve event success.▪ There are no significant differences between geographic regions.

56© jwc/UFI 2020

Summary and final remarks

▪ Service providers remain an integral and essential part of the exhibition and trade fair industry.▪ Satisfaction with service providers within the industry is relatively high, whilst the length of collaboration

between clients and customers has a big impact on overall satisfaction levels.▪ There is a strong demand for more innovation from service providers and increased information sharing

between companies and service providers.

Next steps The Industry Partners Working Group is dedicated to running the Industry Partners Benchmark Survey on an regular basis.

Questions related to this survey can be addressed to Angela Herberholz, UFI Programme Manager, at [email protected]

This research is available online at www.ufi.org/research

57© jwc/UFI 2020

mailto:[email protected]

http://www.ufi.org/research

industry partners benchmark survey...words of welcome dear friends, as chair of the industry...

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