CLIENT CHALLENGE

The Rose Bowl Stadium, renowned for its historic significance and iconic events, aimed to elevate the overall fan experience during various stadium events, including UCLA football games, the Rose Bowl Game, and concerts and other live entertainment events. Understanding the critical role of customer satisfaction in fostering loyalty and engagement, the Rose Bowl Operating Company sought to assess and improve guest services to enhance fan satisfaction.

APPROACH

Victus Advisors, leveraging our Fansense research program, collaborated closely with the Rose Bowl Operating Company and the Food Service Matters customer service training team. We conducted a comprehensive market research program, encompassing initial assessments and ongoing monitoring of guest services and fan satisfaction over a one-year period. Through custom surveys and meticulous data analysis, we identified areas of improvement and implemented strategies to optimize the overall fan experience.

BENEFITS TO CLIENT

By implementing our tailored research program, the Rose Bowl Operating Company can effectively gauge fan satisfaction levels and make data-driven decisions to enhance guest services and overall stadium experience. Improved customer satisfaction not only fosters stronger fan loyalty but also attracts new audiences, thereby increasing event attendance and revenue generation for the Rose Bowl Stadium.