Proactively collect feedback and act on it
Every experience matters and is valuable for helping you continuously maximise your return on investment.
Use negative experiences to understand and action improvements in your setup, process, or staff training, as appropriate.
Use positive experiences to understand and celebrate what works well. Happy customers are your best ambassadors. How can you help them tell their story and promote your venue’s offer?
How to collect audience feedback
Make it easy to give feedback.
Can you design the receiver return process so that you get some form of feedback from every user. This could be verbally asking a simple question, such as “How would you describe the listening experience in 3 words?” Or, you could ask for thumbs up/thumbs down response.
By design, people can access the Auracast system without you being aware. This is great accessibility in action. But it means you might need to work harder to elicit feedback. If using a pre-show announcement to raise awareness of your Auracast system, this could include a request for feedback and instructions on how to do it.
As a matter of course, can you send people a post-show feedback form by email? If so, you could include a question, “Did you use the Assistive Listening system?” and potential subsequent follow ups.
Learning from staff and system data
After every show collect feedback from front-of-house staff about their observations. Did they see people access Auracast? What questions did people have? How do staff think the service could be improved?
You can cross check customer and front-of-house staff feedback with the sound team’s system monitoring. For example, were there any system faults or dropouts?