PatronView Provides Public Venue Industry with Real-Time Feedback on the "Patron Experience"
LRA Worldwide, a leading provider of research to the sports industry, has developed PatronView , an online survey and reporting tool designed to allow public assembly venues to capture critical audience feedback and measure patron satisfaction.


HORSHAM, PA, March 11, 2010 /24-7PressRelease/ -- LRA Worldwide, Inc., a leading provider of Customer Experience Management research and consulting services to the global sports, entertainment, travel and hospitality industries, has developed PatronView , an online survey and reporting tool designed to allow public assembly venues to capture critical audience feedback and measure patron satisfaction.

Built specifically for the live entertainment industry, PatronView provides venues with immediate post-event feedback and a comprehensive view of operational performance across the full range of venue "touch points." Prior to launch, the program was piloted at theater and arena venues in Pennsylvania, Delaware, New Jersey and Florida; pilot properties cited the real-time actionable feedback, identification of opportunities to drive incremental revenue and ability to engage patrons on a one-on-one basis as the most powerful benefits of the program.

"By providing us with instant feedback from our audience, PatronView helps us achieve our mission - to deliver a great experience at every event," explained Steve Bailey, Executive Director of the Grand Opera (Wilmington, DE). "An unanticipated benefit has been the expansion of our donor network. PatronView has identified a number of attendees who have expressed an interest in supporting our programming who weren't on our radar screen."

By incorporating input from the pilot properties, LRA has developed a survey tool that is virtually turnkey, employing a standard battery of questions to measure the patron experience from "entrance to exit;" PatronView clients also have the option of adding in a set of five custom questions specific to their venue. When the survey is fielded after each event, the results populate an online reporting suite in real-time, allowing management to immediately view survey responses and trend against previous results. The "real-time alert" feature immediately notifies venue management of any dissatisfied patrons, allowing for swift customer recovery efforts.

"PatronView has enabled us to listen to our attendees, better connect with our community and enhance our operations," said Jeff Schumacher, General Manager of the Sun National Bank Center (Trenton, NJ). "The reporting website provides actionable information that helps us address real challenges and creates real efficiencies for our team."

"PatronView was built to help very busy venues get mission-critical customer feedback and insight into their operation with a simple mouse-click," said Rob Rush, CEO of LRA Worldwide. "As the program grows, and more venues and data are entered into the system, venue operators will also be able to access very valuable comparative benchmarking data."

LRA is one of the leading firms in the growing consulting and research discipline of Customer Experience Management or CEM. LRA's Research practice oversees the program; the company has designed research instruments designed to measure and enhance the customer experience in industries as diverse as healthcare (Southern Anesthesia), sports (Madison Square Garden), skiing (Stowe Mountain Resort), financial services (Wells Fargo Home Mortgage), timeshare (Hyatt Vacation Clubs) and hospitality (Starwood Capital), among others.

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Zach Conen
LRA Worldwide
Vice President of Marketing
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USA 19044
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