LOS ANGELES (CelebrityAccess) — AEG’s flagship Staples Center and Microsoft Theater are partnering with E15, Levy’s analytics and emerging tech subsidiary, to launch a comprehensive customer service evaluation.
The program, dubbed Voice of the Customer, will seek to measure all aspects of the guest experience at both venues, from the moment a guest purchases a ticket until the moment they leave the venue.
E15 will begin a rolling implementation of the program at both venues this fall, leveraging E15’s past experiences with similar evaluations att venues like Churchill Downs, Moda Center, and Tropicana Field.
The evaluation will focus on areas of venue operation including the ticket purchasing experience, venue entry, speed of service, wayfinding, in-game entertainment, food and beverage service, facilities, and customer service.
Most regular guests of Staples Center and Microsoft Theater should expect to be invited to provide feedback at some point during the coming year, AEG said.
“The expectations of guests at sports and entertainment venues are constantly evolving, and it’s essential for organizations to employ methods of measuring these expectations that are designed to capture and gain actionable insights from the data,” said Jaime Faulkner, CEO of E15. “The Voice of the Customer program that E15’s Consumer Insights team has designed for STAPLES Center and Microsoft Theater will give these venues an unprecedented understanding of every moment of the guest experience, creating incredibly powerful tools for shaping the evolution of these great buildings.”
