online ticketing
TRANSCRIPT
-
7/29/2019 online ticketing
1/41
Tickeng Soware Sasfacon SurveyMarch 2010
2011Ticketing Software
Satisfaction Survey
-
7/29/2019 online ticketing
2/41
2011 Tickeng Soware Sasfacon Survey
2
Technology in the Arts explores the intersecon of arts management and technology to spark
dialogue around the role of technology in our planning and programming, share best pracces,
and provide training in the use of online tools. Our services include consulng, professional
development training, webinars, an online resource directory, monthly podcasts, and a
discussion-based blog.
Technology in the Arts | www.technologyinthearts.org
Center for Arts Management and Technology | camt.artsnet.org
Technology in the Arts is a series of services from the Center for Arts Management and
Technology (CAMT), an applied research center at Carnegie Mellon University exploring ways
in which arts managers can employ online technologies to more eecvely meet their
organizaonal goals and engage audiences.
This work is licensed under the Creave Commons Aribuon-No Derivave Works 3.0 United
States License by Carnegie Mellon Universitys Center for Arts Management Technology.
2011
Cover photo credit:Gyorgy Kovacs via ickr (hp://www.ickr.com/photos/32050584@N06/2998579599/)
Thanks!CAMT would like to give special thanks to Amelia Northrup, David Dombrosky, Pat Germann,
Tiany Wilhelm, and Shryansh Mehta for their eorts in preparing this report.
-
7/29/2019 online ticketing
3/41
2011 Tickeng Soware Sasfacon Survey3
Contents
Introducon...............................................4
Overview of Results...................................5
Results by Budget Size Category:
Small Organizaons................................12
Mid-sized Organizaons.........................18
Large Organizaons................................24Very Large Organizaons........................30
Choosing a Tickeng System....................36
Appendix:
List of systems included in the survey....41
-
7/29/2019 online ticketing
4/41
2011 Tickeng Soware Sasfacon Survey
4
Introducon
In designing this survey, we thought the following informaon would be useful for other arts and
cultural organizaons seeking a ckeng soluon:
which aributes do arts organizaons consider crical in a ckeng tool
which factors inuence organizaons ckeng soware choices
which tools are arts and cultural organizaons using
how sased are arts and culture organizaons with their current ckeng soluons
The variety of ckeng soware soluons on the market today encompasses a tremendous
range of capabilies, features, and price points. As a service to the arts and culture eld, we
created this survey to learn about organizaonal needs and to gauge how well current ckeng
tools are meeng those needs.
Over 1,000 people started the survey, and a total of 957 evaluated at least one ckeng tool.
The survey included 86 soware tools as well as an other opon for evaluang tools not on the
list. A complete list of programs included in this survey can be found at the end of this reportand online at hp://bit.ly/2011ckeng.
To distribute the survey, we approached arts service organizaons, arts councils, ckeng
associaons, and soware vendors to share the survey with their members and clients. We
found that the number of respondents evaluang a parcular tool depended largely upon
whether or not that vendor parcipated in the survey distribuon. For this reason, the
percentage of respondents using a parcular tool cannot be construed as actual market share.
We changed a few quesons this year, based on feedback from the 2009 survey. We also sought
the opinions of vendors and arts service organizaons on how the survey quesons could be
improved. Changes include:
Added features regarding new technologies, like mobile and social media integraon
Added quesons dierenang web-based vs. desktop soware (hosted on the clients
computer or server)
Added queson about cket consorums and outsourcing
Throughout this report, percentages are rounded to the nearest whole percent. Percentages
may not total exactly 100% due to rounding.
About this survey
Because the 2009 surveys results skewed towards larger organizaons, we examined this years
data in detail through the lens of organizaonal budget size, to keep benchmarks constant. The
rst secon presents an overview of the data from all respondents. In the second secon, we
break out the results by budget size as follows:
Small: less than $500,000
Mid-sized: between $500,000 and $3 million
Large: between $3 million and $5 million
Very Large: greater than $5 million
How this report is structured
http://bit.ly/2011ticketinghttp://bit.ly/2011ticketing -
7/29/2019 online ticketing
5/41
2011 Tickeng Soware Sasfacon Survey5
Overview of Results
-
7/29/2019 online ticketing
6/41
2011 Tickeng Soware Sasfacon Survey
6
Prole of Respondents
Survey respondents were evenly
distributed, with small, mid-sized, and
organizaons with a greater than $3
million budget respecvely comprising
25-30% of respondents each.
Overall, sta sizes correlated
proporonately to respondents
budget sizes. Similarly, organizaons
with larger budgets tended to have
more box oce personnel.
Sector
Annual Operang Budget and
Personnel
What is your organizaons
annual operang budget?
Respondents were primarily from non-prot organizaons. For-prot organizaons comprised
8% of responses. Addionally, 13% classied their organizaon as part of a college or university.
Organizaons were asked about their soware usage for both online cket sales and internal
cket sales, which were dened as sales completed by the organizaons sta in-person, by
phone, or by mail. More than 86% of organizaons use the same tool for both in-house and
online cket sales.
Among all respondents, 9% of organizaons use dierent tools for internal and online sales.
When ltered by budget size, the proporon was highest among small organizaons, 14% of
which used 2 or more ckeng tools.
Tickeng Soware Usage
Geography
Most respondents to this survey were located in the United States,represenng 45 states and
the District of Columbia. States with largest number of responses included California (123),
New York (66), and Pennsylvania (65). Approximately 16% of organizaons in this survey were
located in Canada.
Organizaon Type and Discipline
The most common types of organizaons represented in this survey were performance facilies
(40% of respondents), performing groups (32%), and arts centers (26%). The primary focus for
most organizaons was the performing artsmore than 83% of responses idened one or
more performing arts disciplines as a focus area.
Overview of Results
Small
($5m)
22%
Don'tknow/
notsure
14%
Sample size: 957
-
7/29/2019 online ticketing
7/41
2011 Tickeng Soware Sasfacon Survey7
Tickeng Soware Needs
Crical Soware Funcons
When asked to idenfy which soware
funcons are most crical in a ckeng
soluon, the most frequently selected
aribute across budget sizes was
online sales. Credit card processing,
which was the most popular funcon
in the 2009 survey, moved down to the
second most-selected aribute. Other
commonly selected aributes were
similar to the 2009 survey results.
As budget size increased, all aributes
seemed to become more crical
to survey respondents. For small
organizaons, the least selected
aribute was chosen by 18% of those
organizaons. In contrast, the least
selected aribute among very large
organizaons was selected by over 28%
of those respondents.
Overview of Results
Most frequently selected aributes:1. Online sales (91%)
2. Credit card processing (90%)
3. Seat mapping/reserved ckeng (82%)
4. Custom reporng (78%)
5. Mul-user (mulple sellers logged in at once)
(77%)
5. Customer support / tech support (77%)
Least selected aributes:1. Mobile integraon (24%)
2. Demand-based pricing capability (37%)
3. Barcodes/gate control (38%)
3. Ability to print images or logo on cket (38%)
4. Social media integraon (40%)
5. Security features/cket forgery prevenon (41%)
Sharing/Outsourcing Which of the following ckeng compo-nents does your organizaon outsource or
share with other organizaons?About 30% of organizaons outsourced
at least one aspect of their box oce
operaons. Sharing opons included: Online using a shared online ckeng
portal
Phone orders using a group call center
with our own online program
Walk Up using a shared walk- up box
oce
Discounts using a discount/half-price
cket program
Sharing and outsourcing varied byorganizaonal size. The most striking
dierence was the use of shared online
services by small organizaons.
Six percent of organizaons who did not
outsource or share said that they might
consider outsourcing or funcons of their box
oce if the right opportunity came along.
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
Online Phone
orders
WalkUp Discount
Sample size: 279/957
Small
Midsized
Large
VeryLarge
-
7/29/2019 online ticketing
8/41
2011 Tickeng Soware Sasfacon Survey
8
Survey respondents were asked which types of ckeng are available to them with their
current system.Responses were largely dependent on budget size, as shown below. Very large
organizaons were most likely to oer both reserved-seat and general admission ckeng, and
small organizaons were least likely. Out of small organizaons that oered only one type ofckeng, more oered general admission than reserved-seat.
Which types of ckeng are available to you with your current system?
Reserved Seat vs. General Admission
Survey respondents were asked how they pay or paid for their internal and online ckeng
system. Internal sales were dened as sales completed by the organizaons sta in-person, by
phone, or by mail. The majority of respondents paid a one-me fee, pay a monthly or annual
fee, and/or add service charges to customers cket purchases for the system that they use
internally. Approximately 2% dont pay for their system, either by receiving services in-kind or
building their own system.
As menoned previously, 9% of organizaons use dierent tools for internal and online sales.
Of organizaons that use a separate online ckeng system, the majority (52%) have customers
pay for it through fees added to their cket purchases.
How do you pay for your primary INTERNAL ckeng system? (Check all that apply.)
Pricing
Tickeng Soware Needs
0%
10%
20%
small midsized large verylarge
ReservedseatOnly
Generaladmissionticketing
60%
65%
70%
75%
80%
85%
90%
small
midsized
large
verylarge
0%
10%
20%
30%
40%
50%
60%
70%
Wepaidaonetime
software
purchase/licensefee.
Wepayongoing
softwareasaservice
charges(annual,monthly,
etc)
Customerspayservice
feesaddedtotheirticket
purchases.
Small
Midsized
Large
VeryLarge
Organizaons that can oer a combinaon of both
reserved-seat ckeng and general admission ckeng
-
7/29/2019 online ticketing
9/41
2011 Tickeng Soware Sasfacon Survey9
Survey respondents were asked which factors contributed to their soware choice. Reasons
varied widely across budget sizes, as shown below. This chart compares the two most common
reasons among small organizaons (price and user-friendliness) with those most common
among the very large organizaons(customizaon and specic funcons and features).
What were the most important aspects that led to your decision
to use this soware? (Choose up to 3)
Reasons for Soware Choice
Approximately one third of respondents inherited their ckeng system. In each category 1/4
to 1/3 of respondents indicated that they had not chosen the system that they are using now.
0%
10%
20%
30%
40%
50%
60%
70%
Easytouse Price Levelof
customization
Specificfunctions
andfeatures
Small
Midsized
Large
VeryLarge
System Inheritance
28.45%
33.11%30.49%
25.93%
Ididn'tassistinchoosingit Iinheritedthesystem
Small Midsized Large VeryLarge
Tickeng Soware Needs
-
7/29/2019 online ticketing
10/41
2011 Tickeng Soware Sasfacon Survey
10
Soware Usage
Soware Toolused by respondent as either a
primary or secondary system)
Number
of users*
Admission - a division of Ticket-
master
3
Agile Tickeng 3
AstorStreet Smartware 2
AudienceView Tickeng 21
BOW and/or BOW-net by
Canadian Theatre Soware
1
Box Oce Tickets 3
Boxxo 1
Brown Paper Tickets 16
Choice Tickeng 28
Click4Tix 1
Enta 1
eTix 1
Eventbrite 64
Evenm InHouse / ShowSo 1
EZTicketLive 1
Folio Box Oce by Martech
Systems
4
Front Gate Soluons 3
Galaxy by Gateway Tickeng
Systems
4
Gate 13 4
HandyTix 1
nstantSeats 1
Lexi 1
MIVA 1New Concept Soware 3
OmniTicket 2
OvaonTix by TheaterMania 10
Soware Tool(used by respondent as either a
primary or secondary system)
Number
of users*
Paciolan 10
Patron Technology 19
PatronEdge by Blackbaud 19
Prinx USA 11
ProVenue or ProVenueMax
by Tickets.com
39
Radiant 4
Reservatech 1
RTS - Ready Theater Systems 1
SABO by Seat Advisor 86
SeatYourself 1
SellingTickets 1
ShoWare by VisionOne, Inc. 6
ShowClix 4
Siriusware 4
Smarx 1
Spektrix 5
Tessitura 262
Theatre Manager
by Arts Management Systems
148
Thunderx 3
Ticket Force 4
Ticket Turtle: Basic, Premier, or
Pro
8
TicketBiscuit 1
TicketFusion 1
TicketGuys 1
TicketLeap 7
TicketmakerVanx (ATMS) 3
Ticketmaster Classic 23
The following table displays the number of survey respondents using each soware system, either as a primary
or a secondary ckeng tool. (Systems with no responses are not included below, but they are included in
the full list of ckeng systems at the end of the report). Though a few systems comprise a large number of
survey responses, the data sll suggests a wide range of systems in use by the eld. Other systems included
ckeng systems not on our list, soware systems not designed specically for ckeng (such as PayPal and
Microso Excel), and custom systems.
*Because respondents do not represent a true cross-secon of the arts and culture community, this data
cannot be used to infer market share.
Overview of Results
Soware Tool(used by respondent as either a
primary or secondary system)
Num
of us
Ticketmaster: Archcs 9
Ticketmaster: Vista 4
TicketMeister Pro 1
TicketOps 1
Ticketpro 1
TicketReturn 1
TICKETsage 2
TicketScene 1
TicketSolve 1
TicketsWest 2
Ticketweb 2
Tick-It! Trak Pro and/or Tick-It!
2K+
2
x.com 19
TixHub 3
Topx 1
Total Info by Easy-Ware 12
TyTix 4
University Tickets 9
Vendini: TicketAgent or Ticket-
Line
20
WebTix and/or WinTix
by Center Stage Soware
75
Custom-built systems 41
-
7/29/2019 online ticketing
11/41
2011 Tickeng Soware Sasfacon Survey11
Soware Sasfacon
This soware meets our organizaons needs.
I would recommend this soware to other organizaons.
This soware is easy to use.
Organizaons were asked how much they agreed or disagreed with a series of qualitave
statements about their in-house and/or online ckeng system. A majority of respondents
in this survey agreed that their systems were easy to use and met their needs. Over 2/3 of
respondents agreed that they would recommend their systems to other organizaons, a slight
increase from the 2009 survey.
Willingness to recommend
Meeng organizaonal needs
User-friendliness
Overview of Results
Stronglyagree34%
Somewhatagree41%
Neitheragreenordisagree
9%
Somewhatdisagree
11%
Stronglydisagree3%
N/A
2%
Stronglyagree35%
Somewhatagree36%
Neitheragreenordisagree
9%
Somewhatdisagree
13%
Stronglydisagree
5%
N/A
2%
Stronglyagree40%
Somewhatagree25%
Neitheragreenordisagree
13%
Somewhatdisagree
11%
Stronglydisagree9%
N/A
2%
-
7/29/2019 online ticketing
12/41
2011 Tickeng Soware Sasfacon Survey
12
Small Organizaons
Annual Budget Size less than $500,000Sample Size: 238
-
7/29/2019 online ticketing
13/41
2011 Tickeng Soware Sasfacon Survey13
Prole of Respondents
More than 1/3 of respondents fromsmall organizaons were Execuve
Directors, and about 1/3 from
small organizaons were Box Oce
Managers. Common other job
tles included Board Member, Arsc
Director, Treasurer, and roles that were
composites of several posions.
Which of the following most accurately
describes your posion?
How many full-me sta members are employed
by your organizaon?
How many people work in your box oce(s)?(Includes full-me employees, part-me employees,
and volunteers)
Most small organizaons in this survey
operate with a small sta. Over half of
these organizaons had 2 or fewer full-
me sta members and nearly 1/3 had 3
to 5 sta members.
Job Title
Full-Time Sta Size
Box Oce Sta Size
Nearly 3/4 of small organizaons had
5 or fewer people working in theirbox oce. Seven percent reported no
one working in their box oce. It is
possible these organizaons have no
physical box oce, or they have sta in
other departments who handle cket
sales.
Small Organizaons
Boxofficemanager
31%
Boxofficestaff3%
Housemanagement
staff
0%ITStaff3%
ExecutiveorManagingDirector
39%
BusinessorOperationsstaff
4%
FundraisingorDevelopment
staff
2%
MarketingorCommunications
staff
8%
Other
10%
None
24%
1or230%
3to529%
6to1511%
16to303%
morethan752%
Don'tknow/notsure
1%
None
7%
1or2
36%
3to5
30%
6to15
22%
16to
30
4%
Don'tknow/not
sure
1%
Sample size: 238
-
7/29/2019 online ticketing
14/41
2011 Tickeng Soware Sasfacon Survey
14
Prole of Respondents
Which of the following best describes your organizaon?
(Choose all that apply)
Which of the following disciplines represents yourorganizaons focus area? (Choose all that apply)
Type(s) of Organizaon
Organizaon Discipline(s)
Performing groups were the mostcommon type of small organizaon
in this survey, with 67% idenfying
themselves as either a performance
facility or performing groups. Only
ve of these respondents categorized
their organizaons as museums.
Small organizaons were the most
likely to rent performance space and
the least likely to own their own space
when compared to organizaons with
larger budgets.
Among those who chose other, most
described a combinaon of disciplines.
Addional focus areas menoned were
athlecs, heritage, and comedy.
Small organizaons were the most
likely to idenfy themselves as for-
prot or as part of a university/college
operaon.
Small Organizaons
81
80
26
3
2
8
4
32
0
42
4
12
14
7
48
0 20 40 60 80 100
Performinggroup
Performancefacility
Other
Museum Other
Museum Art
Gallery/ExhibitionSpace
Festival/Fair
ArtsPresenter
Conservation
College/University
Cinema
ArtsServiceOrganization
ArtsEducationFacility
ArtsCouncil/Agency
ArtsCenter
22
32
17
13
7
6
42
80
88
41
77
55
63
92
79
158
0 100 200
Other
MediaArts(film/video)
LiteraryArts
Photography
Crafts
DesignArts
VisualArts
Dance
MusicOther
MusicOpera
MusicChoral
MusicChamberEnsemble
usicSymphony/Orchestra
TheaterMusicalTheater
TheaterYouth
TheaterGeneral
Sample size: 238
-
7/29/2019 online ticketing
15/41
2011 Tickeng Soware Sasfacon Survey15
Most frequently selected aributes:1. Credit card processing (84%)
2. Online sales (84%)
3. Customer support / tech support (73%)
4. Seat mapping/reserved ckeng (72%)
5. General admission ckeng (72%)
Least selected aributes:1. Demand-based pricing capability (18%)
2. Mobile integraon (21%)
3. Barcodes/gate control (29%)
4. Integrates with our exisng customer
relaonship/donor management system (32%)
5. Security features (cket forgery prevenon
(32%)
Which of the following funcons does your organizaon consider crical in a
box oce management system? (select all that apply)
Tickeng Needs
Respondents from small organizaons
most oen selected credit cardprocessing, online sales, and customer
support. Other responses included
customizable online point of sale,
handle mulple venues, prinng
receipts, mulple discount codes,
user friendly, and ability to integrate
email markeng.
Customer service was selected more
frequently in small organizaons
than any other budget size. Larger
organizaons also tended to select
mul-user capabilies and customizable
sales reports more frequently than small
organizaons.
Crical Aributes
Small Organizaons
10
44
50
68
77
77
87
88
105
111
116
122
134
134
135
141
151
161
172
173
174
200
200
0 50 100 150 200 250
Other
Demandbasedpricingcapability
Mobileintegration
Barcodes/gatecontrol
Securityfeatures(ticketforgeryprevention)
Integrateswithourexistingcustomer
Includesamembershipmanagementmodule
Abilitytoprintimagesorlogoonticket
Socialmediaintegration
Customerrelationship/donormanagement
Athometicketprintingforcustomers
Groupsales
Multiuser(multipleuserscanloginatonce)
Automatedsalesreports
Abilitytoaddasuggesteddonation
Subscriptionsales/discount packages
Customizable salesreports
Subscriptions/seasonticketcapability
Generaladmissionticketing
Seatmapping/reserved ticketing
Customersupport/tech
support
for
our
staff
Creditcardprocessing
Onlinesales
50%
-
7/29/2019 online ticketing
16/41
2011 Tickeng Soware Sasfacon Survey
16
Criteria for Soware Choice:
Internal System
1. Easy to use (58%)
2. Price (46%)
3. Inherited the system (28%)
4. Specic funcons and features (25%)
5. Easy to train sta (24%)
Soware Usage
Small organizaons used a broad range of ckeng systems. Only two systems, WebTix/WinTix
and SABOs Seat Advisor were used by more than 15% of small organizaons in this survey.
Several organizaons sold ckets through their online store or through services such as PayPal
or eTapestry. Three organizaons described using a custom system for online sales.
Small organizaons were the most likely of any budget category to access their internal system
(system used by your sta to complete sales in person, by phone, or by mail) through an online
system, rather than through soware hosted on the organizaons computers/servers.
This year Easy to use surpassed Price asthe top criteria for choosing the soware
system. Recommendaon from a colleague
dropped from a reason cited by 16%
respondents to 5% this year.
Addional Tickeng Systems
Of small organizaons, 6% reported using
one or more addional ckeng systems for
online cket sales or other funcons. Other
was the most common secondary system,
which included programs like PayPal. Several
organizaons described capturing informaon
online and re-entering it into their primary
ckeng system or a database system likeeTapestry.
Small Organizaons
*Because respondents do not represent a true cross-secon of the arts and culture community, this data
cannot be used to infer market share.
Which system do you use for internal, online or secondary cket sales?(Internal sales are cket sales completed by your sta in person, by phone, or by mail.)
4%
5%
7%
8%
8%
9%
13%
23%
23%
0% 5% 10% 15% 20% 25%
ProVenueorProvenueMax(Tickets.com)
Tix.com
TicketAgent/TicketLine(Vendini)
BrownPaperTicketsPatronTechnology
Wehavedevelopedourowncustomsystem.
TheatreManager(ArtsManagementSystems)
SABO(SeatAdvisor)
WebTix/WinTix(CenterStageSoftware)
-
7/29/2019 online ticketing
17/41
2011 Tickeng Soware Sasfacon Survey17
Soware Sasfacon
Small Organizaons
This soware meets our organizaons needs.
I would recommend this soware to other organizaons.
This soware is easy to use.
Three-quarters of small organizaons responding to this survey agreed that their system is easy
to use. Over half agreed that the system meets their organizaons needs. Small organizaons
were the most likely of any budget category to agree that their soware system was easy to
use.
Willingness to recommend
Meeng organizaonal needs
User-friendliness
Stronglyagree43%
Somewhatagree35%
Neitheragreenordisagree
10%
Somewhatdisagree
8%
Stronglydisagree3%
N/A
1%
Stronglyagree38%
Somewhatagree35%
Neitheragreenordisagree
9%
Somewhatdisagree
15%
Stronglydisagree2%
N/A
1%
Stronglyagree40%
Somewhatagree24%
Neitheragreenordisagree
14%
Somewhatdisagree
10%
Stronglydisagree10%
N/A
2%
-
7/29/2019 online ticketing
18/41
2011 Tickeng Soware Sasfacon Survey
18
Mid-Sized OrganizaonsAnnual Budget Size $500,000 to $3 million
Sample Size: 302
-
7/29/2019 online ticketing
19/41
2011 Tickeng Soware Sasfacon Survey19
Prole of Respondents
About 1/3 of surveys from these
organizaons were completed by a Box
Oce Manager, and 1/3 by Execuve
Directors. Other job tles included
Operaons Manager, Events Manager,
Patron services manager, androles that
were composites of several posions.
Most mid-sized organizaons responding to
this survey had at least one full-me sta
member. About 1/2 of these organizaons
had 6 to 15 full-me sta members,
and about 35% had 1 to 5 full-me sta
members.
Job Title
Full-Time Sta Size
Box Oce Sta Size
Which of the following most accurately
describes your posion?
How many full-me sta members are employed
by your organizaon?
How many people work in your box oce(s)?(Includes full-me employees, part-me employee
and volunteers)
Mid-sized Organizaons
Boxofficemanager28%
Boxofficestaff3%
Housemanagementsta
2%
ITStaff5%
ExecutiveorManagingDirector
30%
BusinessorOperationsstaff
8%
FundraisingorDevelopmentstaff
5%
MarketingorCommunicationsstaff
11%
Other(pleasespecify)
8%
None1%
1or27%
3to528%
6to1547%
16to3010%
31to502%
51to753%
Morethan752%
Don'tknow/notsure
0%
None
2%
1or2
18%
3to5
45%
6to15
29%
16to30
4%
Morethan30
1%Don'tknow/not
sure
1%
The majority of mid-sized organizaons
(63%) had 1 to 5 people who worked
in their box oce and 34% had 6 or
more workers. Only 2% reported no
one working in their box oce. It is
possible these organizaons have no
physical box oce, or they have sta in
other departments who handle cket
sales.
Sample size: 302
-
7/29/2019 online ticketing
20/41
2011 Tickeng Soware Sasfacon Survey
20
Prole of Respondents
Type(s) of Organizaon
Organizaon Discipline(s)
Which of the following best describes your organizaon?
(Choose all that apply)
Which of the following disciplines represents your
organizaons focus area? (Choose all that apply)
Other types of organizaons
in the mid-sized budget category
included sports teams, dinner
theaters, circuses, arena/trade
centers, and cross-disciplinary
organizaons.
About 2/3 of mid-sized
organizaons owned their own
performance space and 1/3
rented their performance space.
Theatre, dance, and various
musical disciplines were chosen
most oen in the mid-sized
budget category. Of organizaons
that chose other focus areas,
12 described programming in
mulple disciplines. Addionally,
organizaons idened focusareas such as athlecs, educaon,
community events, lectures, race
track, and road house.
The majority (about 80%) of mid-
sized organizaons described
themselves as non-prot, with 12%
idenfying themselves as part of a
university/college.
Mid-sized Organizaons
100
129
21
3
4
18
24
55
0
32
5
18
29
3
79
0 50 100 150
Performinggroup
Performancefacility
Other
Museum Other
Museum Art
Gallery/ExhibitionSpace
Festival/Fair
ArtsPresenter
Conservation
College/University
Cinema
ArtsServiceOrganization
ArtsEducationFacility
ArtsCouncil/Agency
ArtsCenter
36
35
14
13
7
3
46
106
92
37
55
61
73
116
119
181
0 100 200
Other(pleasespecify)
MediaArts(film/video)
LiteraryArts
Photography
Crafts
DesignArts
VisualArts
Dance
MusicOther
MusicOpera
MusicChoral
MusicChamberEnsemble
MusicSymphony/Orchestra
TheaterMusicalTheater
TheaterYouth
TheaterGeneral
Sample size: 302
-
7/29/2019 online ticketing
21/41
2011 Tickeng Soware Sasfacon Survey21
Most frequently selected aributes:1. Online sales (95%)
2. Credit card processing (91%)3. Seat mapping / reserved ckeng (85%)
4. Mul-user (mulple sellers can be logged in at
once) (83%)
5. Customizable sales reports (82%)
Least selected aributes:1. Barcodes / gate control (26%)
2. Mobile integraon (27%)
3. Demand-based pricing capability (33%)
4. Security features (cket forgery prevenon)
(39%)
5. Social media integraon (40%)
Tickeng Needs
Which of the following funcons does your organizaon consider crical in a
box oce management system? (select all that apply)
For mid-sized organizaons, online sales
surpassed credit card processing as the
most selected aribute.Other responses
also included integraon with website
and database systems, class enrollment
capacity, and interacve seang map.
As with the other budget categories, online
sales and credit card processing were the
top two aributes.
Mid-sized Organizaons
18
79
81
98
117
121
125
131
136
145
191
203
203
210
224
229
232
240
246
252
258
274
286
0 50 100 150 200 250 300 350
Other(pleasespecify)
Barcodes/gatecontrol
Mobileintegration
Demandbasedpricingcapability
Securityfeatures(ticketforgeryprevention)
Socialmediaintegration
Abilitytoprintimagesorlogoonticket
Athometicketprintingforcustomers
Includesamembershipmanagementmodule
Integrateswithourexistingsystem
Abilitytoaddasuggesteddonation
Groupsales
Includesacustomerrelationshipmodule
Automatedsalesreports
Generaladmissionticketing
Subscriptionsales/discountpackages
Subscriptions/seasonticketcapability
Customersupport/techsupportforourstaff
Customizablesales
reports
Multiuser(multiplesellerscanloginatonce)
Seatmapping/reservedticketing
Creditcardprocessing
Onlinesales
50%
Crical Aributes
-
7/29/2019 online ticketing
22/41
2011 Tickeng Soware Sasfacon Survey
22
Primary Criteria for Soware Choice:
Internal System
Respondents from mid-sized organizaonswere the most likely (33%) of any budget
category to say that they inherited the system,
rather than choosing it themselves.
1. Price (45%)
2. Easy to use (34%)
3. Specic funcons and features (34%)
4. Level of customizaon (23%)
5. Customer service (18%)
Soware Usage
Addional Tickeng Systems
Nearly 25% of mid-sized organizaons responding to this survey used Theater Manager as their
primary internal ckeng tool. Approximately 4% listed other systems. Most common among
these was Box Oce Tickets.
Of mid-sized organizaons, about 10% of
respondents used dierent systems for
internal and online cket sales. This is a
decline from 17% in the 2009 survey.
Of those who described an addional online
system, most (22%) described a custom-built
system or PrintTix USA (14%).
Mid-sized Organizaons
*Because respondents do not represent a true cross-secon of the arts and culture community, this data
cannot be used to infer market share.
Which system do you use for internal, online or secondary cket sales?(Internal sales are cket sales completed by your sta in person, by phone, or by mail.)
3%
3%
4%
6%
6%
12%
14%
19%
33%
0% 5% 10% 15% 20% 25% 30% 35% 40%
PatronEdge(Blackbaud)
TotalInfobyEasyWare
Vendini:TicketAgentorTicketLine
ChoiceTicketing
ProVenueorProvenueMaxby
Tickets.com
WebTixand/orWinTixbyCenter
StageSoftware
SABObySeatAdvisor
Tessitura
TheatreManagerbyArts
ManagementSystems
-
7/29/2019 online ticketing
23/41
2011 Tickeng Soware Sasfacon Survey23
Soware Sasfacon
Mid-sized Organizaons
This soware meets our organizaons needs.
I would recommend this soware to other organizaons.
This soware is easy to use.
Though over half of mid-sized organizaons responding to this survey agreed with the
qualitave statements below, these organizaons were the least likely of any budget category
to agree that they would recommend their system to other organizaons.
Willingness to recommend
Meeng organizaonal needs
User-friendliness
Stronglyagree27%
Somewhatagree37%
Neitheragreenordisagree
11%
Somewhatdisagree
18%
Stronglydisagree5%
N/A
2%
Stronglyagree30%
Somewhatagree26%
Neitheragreenordisagree
18%
Somewhatdisagree
13%
Stronglydisagree12%
N/A
1%
Stronglyagree29%
Somewhatagree43%
Neitheragreenordisagree
8%
Somewhatdisagree
15%
Stronglydisagree3%
N/A
2%
-
7/29/2019 online ticketing
24/41
2011 Tickeng Soware Sasfacon Survey
24
Large OrganizaonsAnnual Budget Size $3 million to $5 million
Sample Size: 81
-
7/29/2019 online ticketing
25/41
2011 Tickeng Soware Sasfacon Survey25
Prole of Respondents
Box Oce Managers made up
nearly 1/3 of respondents from
large organizaons, with Markeng/
Communicaon sta and Execuve or
Managing Director each comprising
over 1/5 of respondents. Common
other job tles included patron or
audience services manager posions or
roles that were composites of several
posions.
Which of the following most accurately
describes your posion?
How many full-me sta members are employed
by your organizaon?
How many people work in your box oce(s)?(Includes full-me employees, part-me employees,
and volunteers)
Job Title
Full-Time Sta Size
Box Oce Sta Size
Approximately 1/3 of large
organizaons employed 6 to
15 full-me sta members, 1/3
employed 16 to 30, and 1/3
employed over 30.
The majority of large organizaons
responding to this survey had 3 to
15 employees working in their box
oce(s).
Large Organizaons
Boxofficemanager29%
Boxofficestaff1%
ITStaff8%
ExecutiveorManagingDirector
21%
BusinessorOperationsstaff
6%
FundraisingorDevelopmentstaff
9%
MarketingorCommunications
staff
22%
Other
4%
None0% 1or21%3to51%
6to1534%
16to3034%
31to5016%
51to756%
morethan758%
None
1%
1or2
17%
3to5
26%
6to15
39%
16to30
9%
Morethan30
7%
Don'tknow/not
sure
1%
Sample size: 81
-
7/29/2019 online ticketing
26/41
2011 Tickeng Soware Sasfacon Survey
26
Prole of Respondents
Which of the following best describes your organizaon?
(Choose all that apply)
Which of the following disciplines represents yourorganizaons focus area? (Choose all that apply)
Type(s) of Organizaon
Organizaon Discipline(s)
Other respondents primarily
described muldisciplinary arts
presenters.
In this survey, large organizaons
(36%) were slightly more likely than
mid-sized organizaons (31%) to rent
their performance space rather than
own it.
Theater was the primary focus are
for large organizaons in this survey.
Other disciplines menoned were
comedians/lecture series, athlecs,
and conservaon organizaons like
public gardens and horcultural
organizaons.
Respondents in this category were
primarily non-prot organizaons.
Large Organizaons
34
34
8
0
1
4
5
14
2
4
1
2
10
0
22
0 10 20 30 40
Performinggroup
Performancefacility
Other
Museum Other
Museum Art
Gallery/ExhibitionSpace
Festival/Fair
ArtsPresenter
Conservation
College/University
Cinema
ArtsService
ArtsEducationFacility
ArtsCouncil/Agency
ArtsCenter
9
6
5
3
1
1
10
29
27
16
17
19
24
21
24
43
0 20 40 60
Other
MediaArts(film/video)
LiteraryArts
Photography
Crafts
DesignArts
VisualArts
Dance
MusicOther
MusicOpera
MusicChoral
MusicChamberEnsemble
MusicSymphony/Orchestra
TheaterMusicalTheater
TheaterYouth
TheaterGeneral
Sample size: 81
-
7/29/2019 online ticketing
27/41
2011 Tickeng Soware Sasfacon Survey27
Most frequently selected aributes:
Least selected aributes:
1. Online sales (97%)
2. Credit card processing (91%)
3. Customizable sales reports (87%)
4. Mul-user (86%)
5. Seat mapping / reserved ckeng (85%)
1. Mobile Integraon (25%)
2. Ability to print logo or images on cket (28%)
3. Social media integraon (37%)
4. Security features / cket forgery prevenon
(46%)
5. Integrates with our exisng customer relaonship
management system (47%)
Which of the following funcons does your organizaon consider crical in a
box oce management system? (select all that apply)
Tickeng Needs
For large organizaons, demand-
based pricing was more important
than for mid-sized or small
organizaons, both of which had this
aribute in their boom ve.
As with the other budget
categories, online sales and credit
card processing were the top two
aributes.
Large Organizaons
2
20
23
30
37
38
38
41
43
43
57
58
59
60
61
65
67
68
69
70
71
74
79
0 10 20 30 40 50 60 70 80 90
Other
Mobileintegration
Abilitytoprintimagesorlogoonticket
Socialmediaintegration
Securityfeatures(ticketforgeryprevention)
Barcodes/gatecontrol
Integrateswithourexistingsystem
Demandbased
pricing
capability
Athometicketprintingforcustomers
Includesamembershipmanagementmodule
Generaladmissionticketing
Abilitytoaddasuggesteddonation
Customersupport/techsupportforourstaff
Groupsales
Automatedsalesreports
Subscriptionsales/discountpackages
IncludesacustomerrelationshipmoduleSubscriptions/season
ticket
capability
Seatmapping/reservedticketing
Multiuser(multiplesellerscanloginatonce)
Customizablesalesreports
Creditcardprocessing
Onlinesales
50%
Crical Aributes
-
7/29/2019 online ticketing
28/41
2011 Tickeng Soware Sasfacon Survey
28
Primary Criteria for Soware Choice:Internal System
1. Specic funcons and features (48%)
2. Level of customizaon (36%)
3. Price (30%)
4. Easy to use (27%)
5. Recommendaon from colleague (16%)
Soware Usage
Large organizaons were the most likely of all
budget categories to cite a recommendaon
from a colleague as a criterion for soware
choice and least likely to cite integraon with
exisng systems.
As in the 2009 survey, users of Tessitura and Theatre Manager comprised just over half of the
large organizaons in this survey. Three large organizaons in this survey described using a
custom system.
Addional Tickeng Systems
About 5% of large organizaons reported
using a dierent system than their internal
systems for online sales, most oen
describing a custom-built system.
Large Organizaons
*Because respondents do not represent a true cross-secon of the arts and culture community, this data
cannot be used to infer market share.
Which system do you use for internal, online or secondary cket sales?(Internal sales are cket sales completed by your sta in person, by phone, or by mail.)
4%
4%
6%
6%
9%
21%
50%
0% 10% 20% 30% 40% 50% 60%
Wehavedevelopedourowncustomsystem.
TicketmasterClassicAudienceViewTicketing
ChoiceTicketing
ProVenue/ProvenueMax(Tickets.com)
TheatreManagerbyArtsManagementSystems
Tessitura
-
7/29/2019 online ticketing
29/41
2011 Tickeng Soware Sasfacon Survey29
Soware Sasfacon
Large Organizaons
This soware meets our organizaons needs.
I would recommend this soware to other organizaons.
This soware is easy to use.
Though over half of large organizaons responding to this survey agreed with the qualitave
statements below, these organizaons were the least likely of any budget category to agree
that their system is user friendly or meets their organizaonal needs.
Willingness to recommend
Meeng organizaonal needs
User-friendliness
Stronglyagree24%
Somewhatagree40%
Neitheragreenordisagree
8%
Somewhatdisagree
17%
Stronglydisagree4%
N/A
7%
Stronglyagree32%
Somewhatagree30%
Neitheragreenordisagree
11%
Somewhatdisagree
17%
Stronglydisagree9%
N/A
1%
Stronglyagree40%
Somewhatagree22%
Neitheragreenordisagree
9%
Somewhatdisagree
18%
Stronglydisagree10%
N/A
1%
-
7/29/2019 online ticketing
30/41
2011 Tickeng Soware Sasfacon Survey
30
Very Large OrganizaonsAnnual Budget Size greater than $5 million
Sample Size: 216
-
7/29/2019 online ticketing
31/41
2011 Tickeng Soware Sasfacon Survey31
Prole of Respondents
Respondents from very large
organizaons had a broad range of
job tles, with IT sta and Box OceManager each compromising about
1/4 of respondents. Markeng/
Communicaon sta and Execuve/
Managing Director each comprising
about 15% of respondents.
Other included posions such as
CFO, CIO, General Manager, audience
services coordinator, and educaon
program manager.
Which of the following most accurately
describes your posion?
How many full-me sta members are employed
by your organizaon?
How many people work in your box oce(s)?(Includes full-me employees, part-me employees,
and volunteers)
Job Title
Full-Time Sta Size
Box Oce Sta Size
Over half of very large organizaons had 75
or more full-me sta.
Approximately 4/5 of very large
organizaons had at least 6 people
working in their box oce.
Very Large Organizaons
Boxoffice
manager
23%
Boxofficestaff1%
Housemanagementsta
1%
ITStaff28%
ExecutiveorManagingDirector
14%
BusinessorOperationsstaff
5%
FundraisingorDevelopmentstaff
5%
MarketingorCommunications
staff
15%
Other
8%
None
0%
1or20%
3to50%
6to151%
16to3011%
31to5012%
51to7515%
morethan7560%
Don'tknow/notsure
1%
None
0%1or2
3%
3
to
511%
6to15
44%
16to30
17%
Morethan30
19%
Don'tknow/not
sure
6%
Sample size: 216
-
7/29/2019 online ticketing
32/41
2011 Tickeng Soware Sasfacon Survey
32
Prole of Respondents
Which of the following best describes your organizaon?(Choose all that apply)
Which of the following disciplines represents your
organizaons focus area? (Choose all that apply)
Type(s) of Organizaon
Organizaon Discipline(s)
Other disciplines included science,
jazz, history, circus/puppetry,
educaon, sports/horse racing,
lectures and a combinaon of
disciplines.
Very large organizaons were most
likely to idenfy themselves as a non-
prot organizaon, as opposed to afor-prot, government or college/
university organizaon.
Very large organizaons idened
themselves as many other types
of organizaons, including science
centers, athlecs, educaon and
tourism.
Very large organizaons were most
likely of any budget category to
own their own performance space.
Very Large Organizaons
75
90
21
8
7
15
15
42
2
15
8
14
30
1
62
0 20 40 60 80 100
Performinggroup
Performancefacility
Other
Museum Other
Museum Art
Gallery/ExhibitionSpace
Festival/Fair
ArtsPresenter
Conservation
College/University
Cinema
ArtsServiceOrganization
ArtsEducationFacility
ArtsCouncil/Agency
ArtsCenter
26
27
17
15
8
6
32
83
60
61
38
39
70
72
52
114
0 50 100 150
Other
MediaArts(film/video)
LiteraryArts
Photography
Crafts
DesignArts
VisualArts
Dance
Music
Other
MusicOpera
MusicChoral
MusicChamberEnsemble
MusicSymphony/Orchestra
TheaterMusicalTheater
TheaterYouth
TheaterGeneral
Sample size: 216
-
7/29/2019 online ticketing
33/41
2011 Tickeng Soware Sasfacon Survey33
Most frequently selected aributes:
Least selected aributes:
1. Credit card processing (95%)
2. Online sales (95%)
3. Seat mapping / reserved ckeng (88%)4. Customizable sales reports (87%)
5. Mul-user (86%)
1. Mobile Integraon (29%)
2. Social Media Integraon (40%)
3. Integrates with our exisng customer relaonship
management system (43%)
4. Ability to print logo or images on cket (43%)
5. Security features / cket forgery prevenon (57%)
Which of the following funcons does your organizaon consider crical in a
box oce management system? (select all that apply)
Tickeng Needs
Respondents from very large
organizaons selected, on average,
more crical funcons than any other
category. The most oen indicated
other aributes included as email
automaon and complete donaon
management rather than simple
membership management.
As with the other budget categories,
credit card processing and online sales
were the top two aributes.
Very Large Organizaons
8
62
86
92
92
122
132
134
141
142
143
167
168
174
175
177
177
178
186
187
190
205
206
0 50 100 150 200 250
Other(pleasespecify)
Mobileintegration
Socialmediaintegration
Abilitytoprintimagesorlogoonticket
Integrateswithourexistingcustomer
Securityfeatures(ticketforgeryprevention)
Includesamembershipmanagementmodule
Demandbased
pricing
capability
Abilitytoaddasuggesteddonation
Athometicketprintingforcustomers
Barcodes/gatecontrol
Automatedsalesreports
Customersupport/techsupportforourstaff
Generaladmissionticketing
Includesacustomerrelationship/donor
Subscriptions/seasonticketcapability
Subscriptionsales/discountpackagesGroup
sales
Multiuser(multiplesellerscanbeloggedinat
Customizablesalesreports
Seatmapping/reservedticketing
Onlinesales
Creditcardprocessing
50%
Crical Aributes
-
7/29/2019 online ticketing
34/41
2011 Tickeng Soware Sasfacon Survey
34
1. Specic funcons & features (52%)
2. Level of customizaon (46%)
3. Easy to use (29%)
4. Customer service (27%)
5. Price (19%)
Primary Criteria for Soware Choice:
Internal System
Soware Usage
Very large organizaons were most likely ofany budget category to select customizaon,
features and funcons, customer service, and
integraon with exisng systems.
Organizaons in this budget category were
least likely to cite price as a criterion for
soware choice.
Addional Tickeng Systems
A vast majority of very large organizaons in this survey used Tessitura as their primary internal
ckeng tool. Two Ticketmaster products were among the ten most frequently reviewed
systems, as well as Paciolan which Ticketmaster recently divested; about 4% of very large
organizaons in this survey used a Ticketmaster system as their primary system for internal sales.
Very large organizaons were the most likely of any budget category to access their internal
system (system used by your sta to complete sales in person, by phone, or by mail) through
soware hosted on the organizaons computers/servers, rather than through an online system.
About 2% of very large organizaons used a
dierent system than their internal system for
online sales, a drop from 7% of respondents
last year.
Very Large Organizaons
*Because respondents do not represent a true cross-secon of the arts and culture community, this data
cannot be used to infer market share.
Which system do you use for internal, online or secondary cket sales?(Internal sales are cket sales completed by your sta in person, by phone, or by mail.)
3%
3%
3%
4%
4%
4%
6%
74%
0% 10% 20% 30% 40% 50% 60% 70% 80%
PatronEdgebyBlackbaud
ProVenueorProvenueMaxbyTickets.com
Ticketmaster:ArchticsPaciolan
TicketmasterClassicAudienceViewTicketing
TheatreManagerbyArtsManagementSystems
Tessitura
-
7/29/2019 online ticketing
35/41
2011 Tickeng Soware Sasfacon Survey35
Soware Sasfacon
Very Large Organizaons
This soware meets our organizaons needs.
I would recommend this soware to other organizaons.
This soware is easy to use.
Very large organizaons were the most likely of all budget categories to agree that their system
met their organizaonal needs (81%) or that they would recommend their system to other
organizaons (74%).
Willingness to recommend
Meeng organizaonal needs
User-friendliness
Stronglyagree32%
Somewhatagree42%
Neitheragreenordisagree
10%
Somewhatdisagree
9%
Stronglydisagree4%
N/A
3%
Stronglyagree51%
Somewhatagree33%
Neitheragreenordisagree
3%
Somewhatdisagree
6%
Stronglydisagree4%
N A
3%
Stronglyagree58%
Somewhatagree20%
Neitheragreenordisagree
7%
Somewhatdisagree
7%
Stronglydisagree6%
N/A
2%
-
7/29/2019 online ticketing
36/41
2011 Tickeng Soware Sasfacon Survey
36
Choosing A Tickeng System
-
7/29/2019 online ticketing
37/41
2011 Tickeng Soware Sasfacon Survey37
Once you have narrowed your list to a few possible systems, begin to gather rst-hand
informaon from the service providers. In addion to asking some of the quesons in the next
two pages, you might do the following:
Ask if there are any hands-on demonstraons that let you experience the system
for yourself.
Request a list of client references in your discipline and budget size, and ask those
references about their experiences.
Request a list of client websites to get an idea of the customers experience of
cket purchasing and other transacons, such as donang online.
Choosing a Tickeng System in 5 Easy Steps
1 Determine needs and prioriesBecause of the wide range of ckeng soluons available, determining your organizaonsneeds and priories is the rst step to choosing an appropriate soware system. In the
following pages, we have included a list of subject areas to consider as well as sample
quesons to ask. It is a good idea to seek input from every department you expect to usethe systemnot just cket agents. The following is a list of common needs and priories:
Credit card processing
Online sales
Seat mapping/reserved ckeng
General admission ckeng
Subscripons/season cket capability
Mul-user (mulple sellers can be logged in at
once)
At-home cket prinng for customers
Security features (cket forgery prevenon)
Barcodes/gate control
Customer support/tech support for our sta
Subscripon sales/discount packages
Group sales
Automated sales reports
Customizable sales reports
Ability to print images or logo on cket
Ability to add a suggested donaon
Integrates with our exisng customer
relaonship/donor management system
Includes a membership management module
Includes a customer relaonship/donor
management module Mobile integraon
Social media integraon
Demand-based pricing capability
2 Idenfy vendors
Specic Needs Organizaonal Priories
Easy to use
Easy to train sta
Price
Level of customizaon
Specic funcons and features
Brand recognion
Recommendaon from colleague
Customer service
Integraon with exisng systems
Required by a venue agreement
3Contact vendors
Your priorized list of needs will help you begin to idenfy systems that are more likely to
be a good t your organizaon. You might start by looking at the systems commonly used by
organizaons in your budget category. A list of vendors included in this survey is also available on
page 41. Visit their websites and research them to help you narrow your list to a few possibilies.
-
7/29/2019 online ticketing
38/41
2011 Tickeng Soware Sasfacon Survey
38
Areas to Consider Sample quesons to ask
Customer/Tech Support What type of support is available? (e.g. online, phone, etc)
Is there 24-hour support? If not, what opons are available in
the event of an aer-hours emergency?
What is the average response me to support requests?
Is there a support fee? If so, how much does it cost, and whatexactly does it cover?
Data Integraon Can the system handle both online and internal sales? If
not, does the vendor partner with another ckeng soware
vendor to provide complementary services?
What soware does your organizaon currently use, and what
capacity does the ckeng soware have to integrate with
your current soware?
What is the me frame for migrang data from the current
system to the new system?
What is the capacity to export data from the system, and inwhat format can it be exported? (e.g. Excel le, CSV, etc)
Does this system include integrated funcons (i.e. donor
management, class registraon, etc.) that could replace any of
your current soware?
Does this system have a plug-in to sell ckets on a mobile
device or smartphone?
Will this system have the capability to integrate e-mail delivery
or social media data?
Data Security Aer a transacon, what data remains in the system, and forhow long does it remain?
Are online transacons protected with a data encrypon
layer?
Is the data being stored with the vendor or with a third-party
system like PayPal?
If the data is being stored with the vendor, do you have SAS 70
Compliance/European Safe Compliance?
Infrastructure Is the soware hosted online, or will your organizaon need a
server to host it?
Is the soware compable with your operang system? (i.e.Windows, MacOS, etc)
Does the system include credit card processing, or will your
organizaon need your own credit card processing soware/
equipment?
Will the system require your organizaon to rent or purchase
cket-prinng equipment?
If the system uses barcodes, will your organizaon need to
rent or purchase barcode scanners?
-
7/29/2019 online ticketing
39/41
2011 Tickeng Soware Sasfacon Survey39
Areas to Consider Sample quesons to ask
Reports What transaconal data do you want to be able to analyze?
What automated reports come with the system?
Can you create custom reports on the y?
If the vendor will build custom reports for your organizaon,
what is the customizaon rate and turnaround me?
How does the system track the source of the sale?
Specic Funcons What specic funcons are crical to each user of your
ckeng system? (e.g. fast general admission sales, demandpricing, etc.)
What unique aspects of your organizaon will the system need
to handle? (e.g. subscripons for events in mulple venues,
passes for mul-day events, etc)
What are your priories for online sales? (e.g. at-home cket
prinng, customer seat selecon, online subscripon renewal,
etc.)
Sta Access How many user accounts do you need? (i.e. How many people
should be able to log in to the system at the same me?)
How many user accounts come with the system? Is it easy to add user accounts if your organizaon grows?
How much do addional accounts cost?
Can you customize the informaon or funcons that individual
users are able to access?
What informaon can you draw from each user account? (e.g.
daily sales acvity, etc.)
If the soware is web-based, can the sta access it from the
browsers (and browser versions) currently installed on their
computers?
User-Friendliness Are there hands-on demonstraons available online? Are demos available once your data is in the new system in
order to train new employees?
How much sta me can you expect to spend seng up
events? Selling season ckets? Pulling reports?
How easy is this system for online customers to navigate?
For online purchases, is the system compable with the
last three versions of common Internet browsers (Internet
Explorer, Firefox, Safari, Chrome, etc.)?
Price What is the set-up fee?
Is there an annual license or maintenance fee?
Are there any addional fees for your organizaon? (e.g.
credit card processing fees, per-cket fees, customer service
etc.)
What fees are charged to the customer? How much control
will your organizaon have over seng those fees?
-
7/29/2019 online ticketing
40/41
2011 Tickeng Soware Sasfacon Survey
40
Changing a cket system is a major organizaonal change, but
it doesnt have to be dicult. Timelines for implemenng the
new system will vary from organizaon to organizaon, but
here are some things to consider:
4 Weighing Your Opons andMaking a Decision
5Prepare for installaon
Revisit your list of priories and, based on your ndings from
talking to vendors and organizaons who use your system,
rank your top choices. You might also seek input again at thispoint from people who will be using the system to see if your
priories are sll in line with theirs.
Keep in mind that price is not always the best indicator of
quality. Even if price is your organizaons primary concern, it
is sll worth researching and evaluang other aspects of the
system before making your nal decision.
From these quesons, you can determine the best me in
your season to install your new system, migrate any data
from your current system, and start to train employees.
Remember to inform your patrons of any new features that
may interest them, like online subscripon sales, choose-your-
own-seat funcons, or mobile integraon.
How long will it take to transfer your data from the
current system to the new system?
How many years of data do you want to migrate
from your current system to the new system?
Will the data need to be cleaned or modied
in any way before transferring it? How long will it take to install any soware on sta
computers?
How much me will it take to create usernames for
sta and adjust their proles so that they have access
to the proper data?
How long will it take to fully train sta on business-
crical funcons?
How close are you to the starng a new season and
how long will it take to build a season with the new
soware?
Can this system be ulized for
consorum ckeng?
What would the structure look
like for consorum ckeng?
(e.g. sales and data from mulple
ckeng clients live in one central
database that may be paroned
for privacy purposes OR each
ckeng client has their own
unique account and the system
has added funconality that
allows a consorum coordinator
to easily access each account)
Are basic changes of contact
informaon (e.g. address
updates) immediately available
to all ckeng clients in the
consorum?
What types of global reports are
available to view acvity across
the consorum?
Consorum Tickeng:Quesons to ask
Consorum ckeng refers to
a system where an umbrellaorganizaon manages the
system for a number of
ckeng clients. Before you
choose a ckeng system for a
consorum or an organizaon
that may be used in a
consorum seng, consider,
the following:
-
7/29/2019 online ticketing
41/41
Soware Systems Included in this Survey
Admission - a division of Ticketmaster
ADVANTAGE by Pathnder
Agile Tickeng
AstorStreet SmartwareAudienceView Tickeng
AuthenGate
BOW and/or BOW-net by Canadian Theatre So-
ware
BOX, BOX Jr., or Admix by Box Oce Xpress
Boxxo
Brown Paper Tickets
CenterEdge
Choice Tickeng
Click4Tix
ClicknPrint Tickets by Extremex
Concerto
Enta
eTix
Eventbrite
Evenm InHouse / ShowSo
Folio Box Oce by Martech Systems
Front Gate Soluons
Galaxy by Gateway Tickeng Systems
Glitner Tickeng
HandyTixIn Tickeng
InstantSeats
InterTicket
iseats
JetTicket Professional
La Billeerie
MidWestTIX
MIVA
New Concept Soware
New Era Tickets
OmnicketOvaonTix by TheaterMania
Paciolan
Patron Technology
PatronBase
PatronEdge by Blackbaud
Radiant
Red Truck Tickets
Rseau Ovaon
RTS - Ready Theater SystemsSABO by Seat Advisor
Savoy Systems
ShoWare by VisionOne, Inc
ShowClix
Shubert Tickeng
Siriusware
Smart Tickeng Soluons
Smarx
Spektrix
Tessitura
Theatre Manager by Arts Management Systems
Thunderx
Ticket Force
Ticket Turtle: Basic, Premier, or Pro
TicketBiscuit
TicketFusion
TicketLeap
TicketmakerVanx (ATMS)
Ticketmaster Classic
Ticketmaster: Archcs
Ticketmaster: VistaTICKETsage
TicketSo
TicketSolve
TicketsWest
TicketU
Ticketweb
Tick-It! Trak Pro and/or Tick-It! 2K+
Titan Technology Group
Tix.com
x/SYS
TixHubTopx
Total Info by Easy-Ware
TyTix
UniversityTickets
Vendini: TicketAgent or TicketLine