the league of chicago theatres decision-making and online ticket purchase for chicago-area theaters...
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The League of Chicago Theatres
Decision-making and Online Ticket Purchase for Chicago-area Theaters
August 19, 2009
4147 North Ravenswood Ave. #302Chicago, Illinois 60613773.348.9200 main773.348.9209 [email protected]
The Searle Funds at The Chicago Community Trust
League of Chicago Theatres 2.
Project OverviewObjectives
Methodology
League of Chicago Theatres 3.
Objectives
The League of Chicago Theatres (LOCT) seeks to build the audiences of its member theaters through increasing online ticket purchases
Goals of the research:• How do patrons secure theater information? How would
they like to?
• How do patrons purchase their tickets?
• How do patrons feel about the current online options for information and ticketing?
• What potential online capabilities would they like to see?
League of Chicago Theatres 4.
Two focus groups of regular theater-goers in late 2008
In-theater survey: The self-administered survey was completed by 420 patrons at seven theaters in spring 2009
• A mix of small, medium, large, and commercial theaters
• Steppenwolf, Lookingglass, Broadway in Chicago, Writers’ Theatre, TimeLine Theatre, Strawdog Theatre, Lifeline Theatre
Hot Tix online survey: Online survey in spring 2009 with 1,719 online database members
Three phases of audience research
League of Chicago Theatres 5.
Key Findings:Theater Patron Profile
League of Chicago Theatres 6.
In the past year, about how many live theater performances have you been to?
Patron profile: Theater attendance is high among both in-theater and online respondents
Overall, more than two-thirds of respondents attend 4 or more performances each year
One of the few ways in-theater respondents differ from online database members is in their frequency of attendance
• More than half of the in-theater patrons attend 7 or more performances per year
6%15%
22%
58%
2%6%
23%28%
41%
0%
10%
20%
30%
40%
50%
60%
70%
None in pastyear
One 2 or 3 4 to 6 7 or more
Per
cen
t re
spo
nd
ing
In-theater Respondents
Hot Tix Online Database
In-theater Respondent n= 419Hot Tix Online Database n= 1,716
*The In-theater survey did not include this response option.
League of Chicago Theatres 7.
What types of theater have you attended in the past year?
Patron profile: Respondents report attendance at a mix of sizes and types of theater
There is sizable attendance crossover at theaters of different types/sizes
• 83% report attending two or more categories in the past year
• 29% of respondents report attending all four categories
Hot Tix members were more likely to have attended commercial theater, in part because of the mix of Hot Tix offerings
60% 59%
81%
49%56% 61%
81%71%
0%
20%
40%
60%
80%
100%
Small Medium Large Commercial
Per
cen
t re
spo
nd
ing
In-theater Respondents Hot Tix Online Database
In-theater Respondent n= 381Hot Tix Online Database n= 1,553
League of Chicago Theatres 8.
Age
Patron profile: Middle-aged women make up the core in-person audience and online database membership
Women outnumber men in both samples, slightly more so in the Hot Tix Online Database
0%
10%
20%
30%
40%
Under18
18-24 25-34 35-44 45-54 55-64 65-74 75-84 85 orolder
Per
cent
res
pond
ing
In-theater Respondents Hot Tix Online Database
Gender
66%
35%
69%
31%
0%
20%
40%
60%
80%
100%
Female Male
Per
cent
res
pond
ing
Avg age
49
46
In-theater Respondent n= 396Hot Tix Online Database n= 1,574
Theater patron n= 365Hot Tix Online Database n= 1,566
League of Chicago Theatres 9.
Geographic distribution of respondents
Patron profile: Both theaters and LOCT draw primarily from the city and the north suburbs
Implication: Online information that can make the theater experience seem closer (by reducing time spent in travel, finding the venue, and parking) and cheaper (by promoting discounts and special deals) will attract online buyers from the underserved geographies
26%18%
5% 3% 1%9% 11%
6%1%
56%
17%
47%
0%
10%
20%
30%
40%
50%
60%
Chicago North Suburbs West Suburbs NorthwestSuburbs
South Suburbs Indiana
Pe
rce
nt
res
po
nd
ing
In-theater Respondents Hot Tix Online Database
In-theater Respondent n= 354Hot Tix Online Database n= 1497
League of Chicago Theatres 2008 10.
What do patrons consider when buying tickets?
League of Chicago Theatres 2008 11.
Purchase considerations: A night out at the theater is special – but risky too When deciding to attend theater, patrons have unique
considerations and hopes compared to other events
• The higher cost of theater and its rich cultural cachet limits attendance and elevates it above casual outings like the movies
• Patrons are excited and hope to be entertained and enriched, but also know there is a risk that the performance or other parts of the experience will let them down
→ “The difference [between sports and theater] is you can buy season tickets to the Cubs or the Bears, you get the same thing over and over again. You buy season tickets to one of the theaters, you don’t get the same thing every time you go in there. It could be something totally different, something you don’t even like.”
In this sense, it is a simple calculus: maximize the opportunities for success and minimize the chance of disappointment
• Theater lovers have developed a variety of strategies to aid them
• Online information and ticketing is a major force in their process
League of Chicago Theatres 2008 12.
Purchase considerations: When purchasing tickets, patrons seek to gain more control over information and ticketing They do more research on theater performances than on other
entertainment events
• They look for a synopsis and general information on the experience
→ “Unless you're really daring, you need to have some information about what it is you're going to see. Plays are a higher dollar level than movies.”
• They place more confidence in peer reviews from average theater-goers like themselves than in reviews by critics (particularly in the offline ticket buying group)
→ “I feel like every time I actually would read a review I’ve had the complete opposite feeling about it.”
→ “I go to YouTube for a lot of things. You can just search for Wicked and then you’ll see independent people say – ‘I went to go see this, and here’s what I thought.’ So those kinds of reviews I totally agree with, as opposed to what Joe Wilson from the Charleston Gazette says.”
League of Chicago Theatres 2008 13.
Purchase considerations: Respondents were savvy ticket buyers who love to “score” seats when purchasing They value being able to see the action on stage clearly; when
purchasing tickets, they place a high premium on seat location→ “A play is much more visual, you're more concerned about your
seat and your view.” (Female, offline ticket buyer)
Wanting control over seating choices plays into personal preference for either online or offline ticket buying
• They have particular preferences that they take care to fulfill
→ “The more you go, the more you know. The more you go to plays, the more you learn. Where’s the best places to sit? What theaters have no legroom? What theaters are comfortable?”
• Persistence, they have learned, will also pay off
→ “Once I went online to get tickets and it kept giving me bad seats. I just sat there and tried again and again and we finally wound up 10 rows from the stage.”
They are thrilled by a special deal – particularly early access or getting special reserved seats
League of Chicago Theatres 14.
Key Findings:Information Gathering
League of Chicago Theatres 15.
Do you use websites or other information sources when looking for information about theater events?
Information gathering: A large minority of respondents passively await information rather than seeking it out
Implication: The 40-50% of respondents who do not actively search for theater information may need to be taught how and encouraged to seek information in order to move them online. By making it easier to get timely information on the web, theaters could both help patrons and drive additional ticket purchases.
53% 60%
47% 40%
0%
20%
40%
60%
80%
100%
Per
cen
t re
spo
nd
ing
No, I let the information come to me 47% 40%
Yes, I use online sources 53% 60%
In-theater Respondents Hot Tix Online Database
In-theater Respondent n= 345Hot Tix Online Database n= 1,511
League of Chicago Theatres 16.
Where did you get information about today’s performance?(asked only of in-theater respondents)
Information gathering: Traditional sources still dominate information gathering for theater-goer
This in spite of online information availability
Many people don’t rely on information directly from “official” sources, but use informal information curators
25%
23%
19%
11%
5%
3%
3%
0%
5%48%
0% 10% 20% 30% 40% 50%
Postal mail from the theater
Newspaper, radio, or TV
The theater's website
An email from the theater
Theater box office
Metromix
Chicagoplays .com
Social networking websites
Another website
Other
Per
cen
t re
spo
nd
ing
In-theater Respondent n= 388
League of Chicago Theatres 17.
What’s the one best way for a theater to update you about their offerings, discounts, last-minute deals, blocks of seats that become available, and so on?
Information gathering: Email is the overwhelming preference for theater information
Hot Tix online database members, and to a lesser degree in-theater respondents, look to email for the most convenient source of theater information
• No other source garners more than 20% of the audience
Implication: Despite their using many information sources, email dominates in preference
65%
20%13%
8% 4% 3% 2% 2% 1% 1%
18%
4%11%
3%8% 8%
2% 1% 3%
83%
0%
20%
40%
60%
80%
100%
Email Theater'swebsite
Postal mail Newspaperlisting, radio,
or TV
Socialnetworking
Metromix Chicagoplays.com
Anotherwebsite
Twitter,RSS feeds
Other
Per
cen
t re
spo
nd
ing
In-theater Respondent n= 378Hot Tix Online Database n= 1,577
Written in by respondents, not an offered choice
League of Chicago Theatres 18.
Information gathering: Theater size makes a difference in terms of preferred information sources
Large and commercial theater-goers show a reliance on passive information sources, especially email
• Both groups report low utilization of theater and accumulator websites, postal mail, print and visual media
Small theater patrons have a distinctive information profile that suggests active information gathering
• Those who go only to small theaters are more likely to check the theater’s website for information, and to use Hottix.com, Chicagoplays.com, print and visual media, and social networking
• They are less likely than others to rely on email and postal mail for information
Medium size theater-goers are … well … medium in their information habits
• They mix the other two patterns, ranking high or highest on postal mail, theater websites, Metromix.com, and social networking sites
N’s for small (42) and medium (46) theaters are low, so findings are suggestive only. N’s for large (106), commercial (100), and all four (502) can more validly support generalization.
League of Chicago Theatres 19.
Which of the following online sites are you an active user of? (If none, which are you most likely to join?)(respondents could check all that apply)
Information gathering: Facebook and YouTube are ripe for co-marketing to younger, more web-savvy theater-goers
Facebook and other social networking sites have a high penetration in the populations studied, but almost half the respondents indicated they would never use such web sites
• And respondents do not see links to social networking sites as leading to increased online purchasing
Implication: Facebook and YouTube are the most likely candidates for marketing online ticketing among those using social networking sites, but older individuals cannot easily yet be reached that way
41%
25%
6% 5% 3%
45%
8%
41%
26%
6% 5% 4%
45%
6%
0%
10%
20%
30%
40%
50%
Facebook YouTube MySpace Twitter Flicker None Other
Per
cen
t re
spo
nd
ing
In-theater Respondent n= 358Hot Tix Online Database n= 1,536
League of Chicago Theatres 20.
Do you view entertainment or theater blogs regularly?
Information gathering: Theater blogs have not yet captured mindshare, but show potential to increase online sales
When we look at the characteristics of this niche audience, they…
• are much more likely to actively seek theater information than let it come to them
• are younger and disproportionately male• go to many more performances, especially at small theaters• are more likely to purchase online
Implication: Strengthening theater blogs and spreading the word about them could introduce more patrons to online purchasing
12% 8%
0%
20%
40%
60%
80%
100%
Per
cen
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spo
nd
ing
Yes 12% 8%
In-theater Respondents Hot Tix Online Database
In-theater Respondent n= 361Hot Tix Online Database n= 1,548
League of Chicago Theatres 21.
Key Findings:Buying Habits
League of Chicago Theatres 22.
Percentage of performances bought online in the past year
Buying habits: More than half of theater-goers buy some tickets online; about one-third buy all tickets that way
Online ticket purchasing has penetrated 83% of the Hot Tix online database population but only 53% of the in-theater respondents
Implication: In-theater patrons are a priority audience for efforts to increase online purchases, and both individual theaters and LOCT can reach them
Implication: The Hot Tix online database, because of its size and ease of LOCT access, offers a large target audience for efforts to increase online purchases
47%
16% 14%
24%17%
23% 23%
37%
0%
20%
40%
60%
None Less than half More than half All
Per
cen
t re
spo
nd
ing
In-theater Respondent n= 413Hot Tix Online Database n= 1,673
League of Chicago Theatres 23.
How have you purchased tickets from Hot Tix in the past?(not asked of theater patrons)
Buying habits: Even among Hot Tix database respondents, online-only purchasers are a minority
Implication: In-person purchase has been a gateway to online purchase, but 42% of subscribers have not yet traversed the gate
Implication: The online database is fertile territory for promoting online ticketing, both through Hot Tix itself and full price online sources
66%49%
17%
0%
20%
40%
60%
80%
In-person at HotTix locations
Online throughHottix.org
I haven'tpurchased
tickets from HotTix
Per
cen
t re
spo
nd
ing
Hot Tix Online Database n= 1,691
Only in Person
42%
Only Online
21%Both37%
Never Used
17% of totalThe Overlap
The Responses
League of Chicago Theatres 2008 24.
Buying habits: When shopping for tickets online, patrons prefer to start with the venue’s website They have a variety of online options: theater websites,
Ticketmaster, discount and half-price sites and accumulators, and ticket resellers
Online ticket buyers prefer to purchase from the theater’s website – if possible
• They are eager to avoid Ticketmaster fees, seating limitations, and hassle
• The venue website has unique content about the performances that ticket buyers value
• Patronizing the theater website is also a way to show support for the venue; Ticketmaster is perceived as corporate and removed from the theater itself
→ “If you buy from the venue, it feels like it’s about their theater. It’s not as commercialized as Ticketmaster.” (Female, online ticket buyer)
• Theater websites may send purchasers to Ticketmaster to conduct the ticket purchase transaction; this may be recognized as necessary, but only grudgingly
League of Chicago Theatres 2008 25.
Buying habits: Some use resale sites, especially for hard-to-find tickets Some of the most satisfying ticket buying experiences come from
getting tickets for a sold-out show
• Respondents mentioned TicketsNow, StubHub, and Craigslist
→ “My best experience was using TicketsNow. It’s sold-out performances and people who want to sell their tickets back. I got tickets to see Robin Williams through TicketsNow and I was thrilled to get in.” (Female, online ticket buyer)
• However, they did caution that users need to do their homework and see if they are getting a fair deal or not
→ “Some [sellers] get greedy and put a lot of extra money on, but some don’t and sell them for maybe a few dollars more.” (Female, online ticket buyer)
→ “If you know your prices, you can get a decent ticket on StubHub. Sometimes you know the prices are inflated so we didn’t buy them.” (Female, online ticket buyer)
Here the quality of the ticket dwarfs considerations about its cost
• They are willing to pay premium prices for special tickets
• And saving half price on ticket prices can be of marginal advantage if “good seats” are lost and the theater tickets are only 25% of the cost of a “special” evening including parking and dinner
League of Chicago Theatres 26.
Overall, how would you rate your experience buying discount tickets at Hot Tix?(not asked of theater patrons)
Scale of 1 “Poor” to 5 “Excellent,” excluding 13% Selecting “N/A”
Buying habits: Hot Tix enjoys a favorable customer evaluation
Praised were price, convenience, friendly staff, ease of use, and online purchase capability
Criticized were Ticketmaster “highway robbery,” the closing of suburban Hot Tix locations, and inventory limitations
Implication: Hot Tix provides a nicely performing platform on which to build the online consumer base; by carefully addressing the criticisms the brand would become even stronger
1% 2%
17%
34%
46%
0%
10%
20%
30%
40%
50%
1 2 3 4 5
Per
cen
t re
spo
nd
ing
Hot Tix Online Database n= 1,619
League of Chicago Theatres 27.
How comfortable are you with purchasing theater tickets online? Scale of 1 “Not at all comfortable” to 5 “Completely Comfortable”
Buying habits: More than half of patrons have at least some misgivings about online purchase
A service like online ticketing, easy to opt out of, cannot be satisfied with anything less than the highest ratings; a 4 or below indicates a problem
Later slides will explore the nature of respondent misgivings, which are dominated by strong feelings about Ticketmaster
Implication: The more potential purchasers can be provided with an online experience that mirrors the best of the box office experience and offsets Ticketmaster’s weaknesses, the greater the willingness to use this resource
14%10% 11%
18%
47%
4% 5%
15%19%
58%
0%
10%
20%
30%
40%
50%
60%
70%
1 2 3 4 5
Per
cen
t re
spo
nd
ing
In-theater Respondent n= 396Hot Tix Online Database n= 1,677
League of Chicago Theatres 2008 28.
Buying habits: Ticketmaster: can’t live with it, can’t live without it Ticketmaster – comprehensive and nationwide – offers unique
services, especially for remote purchasers→ “Ticketmaster is good throughout the whole country and it’s something that
everybody knows. If you’re in California you’d go to Ticketmaster and search San Jose and boom-boom-boom, here it is. You can't do that for venue [websites].”
For the most part, though, online ticket buyers bemoaned Ticketmaster’s negatives
• Services charges are seen as predatory
• Seat selection is hamstrung by the much maligned “best available” mandatory assignment process and the short “hold” on tickets offered
→ “You can search again, but you’re still not going to be able to pick your exact seat. You have to play the roulette game until you get what you want.”
Online buyers often feel they have no options for ticket purchase and will end up being directed to Ticketmaster in the end anyway
• Ticketmaster’s dominance in the ticket selling market made one respondent call it a “monopoly” (Male, online ticket buyer)
→ “It’s frustrating. It doesn’t feel like there’s a choice [other than Ticketmaster] and in this day and age, there should be.”
League of Chicago Theatres 29.
Key Findings:Motivators & Detractors to Buying Online
League of Chicago Theatres 30.
Top benefits of buying tickets online(respondents could check all that apply)
Motivators of buying online: Stay-at-home purchase and 24/7 availability are online’s primary selling points
Convenience leads the list of key motivators to online purchase, with access to special information a distant second
• Only a few may know about accessing desirable seats online through persistence and last-minute shopping (this “inside” information created a buzz in the focus groups)
Implication: Publicizing the “hidden” advantages of online ticketing can increase its appeal among existing online users, but it will be important to communicate the top two benefits to recruit non-online buyers
69% 66%
31% 28%17% 16% 13%
8%3% 7%
27% 23%12%
4% 4%10%11%
36%
72% 72%
0%
10%
20%
30%
40%
50%
60%
70%
80%
Canpurchase
tickets 24/7
No travel tothe B.O.
View fromyour seats
Access totickets
nationwide
Greaterawarenessof offerings
Ability toprint tickets
at home
Access toinfo attheaterwebsite
Getting last-minuteseats
Tickets to“sold-out”events
Other
Per
cen
t re
spo
nd
ing
In-theater Respondent n= 372Hot Tix Online Database n= 1,641
League of Chicago Theatres 31.
What are the main disadvantages of buying tickets online?(respondents could check all that apply)
Barriers to buying online: Service fees impair the online experience for many
4 out of 5 respondents are dissatisfied with service fees, far outpacing all other complaints about online ticketing
• Implication: Ways to soften the effects of fees, though difficult to implement, would greatly increase the satisfaction with online purchasing
As with the advantages of online purchase, the pattern of opinion is similar for in-theater respondents and Hot Tix online database members
76%
31% 29% 25% 22% 22% 17%5%
87%
24%38%
19%29% 25% 22%
4%0%
20%
40%
60%
80%
100%
Servicefees
No talkingwith B.O.
staff
Restrictionto “best
available”seat
Frustrationwith
computerissues
Risk ofcredit card
fraud
Seat optionoffered for
only aminute
Limitedseat
selection
Other
Per
cen
t re
spo
nd
ing
In-theater Respondent n= 382Hot Tix Online Database n= 1,649
League of Chicago Theatres 2008 32.
Barriers to buying online: Comparing ways to purchase, the box office offers “that extra personal white glove touch” Offline and experienced online buyers agree that interacting with the box
office staff gives the purchase process a high quality human touch
• Patrons find the box office staff friendly and willing to go the extra mile to be helpful; this unusual level of customer service removes much of the risk of the theater-going experience
Box office staff are more responsive to patron needs than the online ticketing experience, especially with regard to seat selection
• Theater-goers are very particular about where they sit; the ability to have a conversation on seating is a valuable benefit of offline ticketing
• Theater patrons give high grades to box office staff for their trustworthy, insider advice
• Participants complained about their inability to choose seats online because of Ticketmaster’s ill-named “best available” seating allocation
• By calling or going to the box office, patrons also get other insider access regarding seating and casting
Offline ticket purchase also avoids services fees typical of online transactions
League of Chicago Theatres 33.
To what degree would each of these potential online features make it more likely you would buy tickets online? Percentage checking the top box “Very much”
Desired online features: Discount offers and special deals are online’s strongest lure
The potential for online resources to give information not available anywhere else – real-time updates on deals and discounts, a view of the stage from possible seats, play details, and geographic information – generates the highest reported increase in likelihood to buy online
25%
26%
40%
30%
35%
48%
81%
0% 20% 40% 60% 80% 100%
Map display of theater locationand nearby amenities
Directions & parking info
Search function
Real time access to B.O.
Details about the play
View of the stage from potentialseats
Available discount offers
In-theater Respondents Hot Tix Online Database
In-theater Respondent n= 376Hot Tix Online Database n= 1,591
Chart 1 of 2
League of Chicago Theatres 34.
To what degree would each of these potential online features make it more likely you would buy tickets online? Percentage checking the top box “Very much”
Desired online features: Social networking and Tweets are not seen as gateways to increased online purchasing
Lower-rated features appeal to niche audiences: critic and peer reviews, neighborhood attractions, a registration feature, and details about the actors
Facebook, MySpace, and other social networking sites are not likely to increase this population’s online ticket buying in the near term
2%
6%
16%
5%
10%
17%
15%
20%
14%14%
0% 20% 40% 60% 80% 100%
Links to social networking
Video preview of visit
Special offers on eNews
Details about the actors
Save favorites and build playlists
List of things to do in the neighborhood
Reviews by people like you
Reviews by theater critics
Suggestions of other plays
Video clips from performances
In-theater Respondents Hot Tix Online Database
In-theater Respondent n= 376Hot Tix Online Database n= 1,591
Chart 2 of 2
League of Chicago Theatres 2008 35.
Desired online features: Patrons would also love one-stop shopping from an “aggregator” theater website Theater-goers want a central place where they can plan their
entire evening out – exploring plays, learning about the theater, “scoring” good seats, finding parking, choosing a restaurant
• Attending the theater is not an isolated event; patrons make it a special occasion that is often combined with dinner, drinks, etc.
• Planning the experience on just one website, rather than researching a dizzying array of special-purpose websites, is the consumer “sweet spot”
An interactive, searchable map of all Chicago-area theaters, both large and small, was suggested as a best practice for organizing such a wealth of information
• The map could update based on search criteria: type of show, cost of ticket, date of show, etc. and be searchable for neighborhood amenities
Communications that personalized recommendations, similar to those used by Amazon.com and Netflix.com, would also be an appealing component
League of Chicago Theatres 36.
Conclusions and Recommendations
League of Chicago Theatres 37.
Conclusions and Recommendations: Information centers around one basic method: email
Theater-goers strongly prefer email as their information source Continue to evaluate and improve the Hot Tix emailing effort, which receives
very high reviews already
Work together with theaters to enhance and dovetail with their email efforts
However, a more intense focus by theaters on electronic mail could lead to a counterproductive glut of email communication that would clog the inboxes of theater-goers
A consolidated must-read one-stop shop that stops right in the emailbox of theater-goers is very appealing
The 40-50% of respondents who do not actively search for theater information may need to be taught and encouraged to seek information in order to move them online
Use video, other media, and live demonstrations to describe, model, and teach “savvy” theater information seeking
If non-online purchasers can be convinced to buy online just once, they will probably become regular users of online ticketing thereafter
Offer special email discounts for first time online buyers
League of Chicago Theatres 38.
Conclusions and Recommendations: Other online activities may increase in influence over time
Strengthening theater blogs and spreading the word about them could bring more people into the online ticket marketplace
Team with the best of the bloggers, offering information resources in return for a LOCT and theater online ticketing placement on their blogs
Facebook and YouTube are the most likely candidates for marketing online ticketing among those using social networking sites, but market acceptability for the use of these methods to sell tickets is currently low
Continue to plan for, create, and distribute social networking content to be well positioned for the future
League of Chicago Theatres 39.
Conclusions and Recommendations: Online ticketing offers many advantages already and has potential for growth
Convenience is the dominant advantage of online ticket buying, which could be communicated more clearly
Aggressively market the ability to purchase tickets 24/7 from home, the degree to which a visit to the theater’s website can simulate a visit to the box office itself, and the convenience of printing tickets at home (where available)
Feature the ease of online ticket purchase and credit card security over the web
Publicizing the “hidden” advantages of online ticketing will increase its appeal to experienced online purchasers
Market how to be a “savvy” online ticket purchaser, such as by scoring last-minute prime seats released by the theater
Accelerate the development and roll-out of top enhancements: increased notification of discounts, view of the stage from potential seats, and a search function
Resist shifting too many resources to social networking to lure online buyers; your audience is not yet ready
Work with small theaters to help them meet the distinctive information needs of their more theater-dedicated audiences
Retool LOCT’s website into a truly consumer-driven site that offers value by helping patrons find performances and get great seats
League of Chicago Theatres 40.
Conclusions and Recommendations: Ticketmaster is a considerable source of dissatisfaction with online ticketing The theater community’s reluctant partnership with Ticketmaster
carries risk
• Especially as the partner deals with financial losses and updates its dated software (or fails to do so)
• Patrons are frustrated with its “predatory” fees, its “best available seating,” and its confusing user interface; some purchasers do not distinguish between Ticketmaster and Hot Tix or theater ticketing functions
However, theaters could work to offset this negative impact
• Sample strategies to reduce the perceived burden of Ticketmaster fees Offer a full or partial rebate of the Ticketmaster fee, or a discount on future
tickets, for those buying online, analogous to banks that rebate ATM fees
Fold part of the Ticketmaster fee into the cost of the theater ticket so patrons will not be asked to pay $7.50 in fees for a $12.50 “half-price” ticket
Offer discounts for in-theater products that carry their own high margins – such as snacks and beverages
Meanwhile, the theater community should plan for the day when it can negotiate a better online ticketing environment for its patrons
Q & A
Discussion time