Services

Guest Experience Benchmarking

A Guest Experience Benchmarking process allows a venue to see inside the mind of their guests and customers.

The information gained helps management better understand the facility’s strengths and potential areas of improvement. In this service, similar to “mystery shopping,” we evaluate the overall guest experience from arrival through departure, including an evaluation of the venue website and receptionist.

A Guest Experience Benchmarking (GEB) involves observing, evaluating, and benchmarking the guest experience in the facility and its operation visible to the public on game day, including parking, guest services, entry and circulation, general security, facility cleanliness, concessions, overall condition of the facility, and personal interaction.

We then provide recommendations consistent with industry best practices. Some clients choose to repeat the GEB on an annual basis so that a quantifiable measurement from one year to the next can be determined.

Client Portfolio: GEB

  • Arizona Diamondbacks
  • ASM Global / Target Center
  • Atlanta Braves
  • Auburn University Arena
  • Baltimore Orioles
  • Boston Red Sox
  • Breeders’ Cup
  • Buffalo Bills
  • Burton Complex
  • California Memorial Stadium
  • Canvas Stadium
  • Cincinnati Reds
  • Cleveland Browns
  • Cleveland Cavaliers
  • Cleveland Indians
  • Coral Sky Amphitheater
  • Credit Union Centre
  • Cox Convention Center
  • Donald W. Reynolds Razorback Stadium
  • Golden State Warriors
  • Green Bay Packers
  • Houston Astros
  • Houston Texans
  • INTRUST Bank Arena
  • Jordan-Hare Stadium, Auburn University
  • Keeneland Racecourse
  • Key Arena
  • KFC Yum! Center
  • Los Angeles Dodgers
  • Miami Dolphins
  • Milwaukee Brewers
  • Minnesota Twins
  • Nashville Predators
  • National Finals Rodeo
  • New York Giants
  • New York Jets
  • New York Mets
  • North Carolina State University
  • Oakland Raiders
  • Pavilion at Montage Mountain
  • Paycom Center
  • Philadelphia Phillies
  • Pittsburgh Steelers
  • Pittsburgh Pirates
  • Rose Bowl Stadium
  • San Diego Padres
  • San Francisco Giants
  • San Francisco 49ers
  • Simmons Bank Arena
  • St. Louis Cardinals
  • Super Bowls XLI & XLII
  • Tampa Bay Rays
  • Tennessee Titans
  • Texas A&M University
  • Texas Rangers
  • Texas Tech University
  • Toronto Blue Jays
  • Tulane University
  • Tyson Events Center
  • University of Delaware
  • University of Missouri
  • University of Nevada-Reno
  • University of Oklahoma
  • University of South Florida
  • Washington Nationals
  • 2007 MLS All-Star Game
  • 2011 MLS All-Star Game

Client Success Guest Experience Benchmarking

Tulane University View Case Study Rocket Mortgage Fieldhouse View Case Study

Services Making Venues Better, One Client at a Time

Business and Operations Advising Facility Condition Analysis Guest Experience Benchmarking Advantage Training Premium Solutions People Pre and Grand Opening Advising Safety & Security
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