Hi Everyone! Quick question on folks experience with tracking ticket abandonment rate (purchased vs. scanned) with the attended flag Y/N flag in Analytics.
We've been experiencing a varying percentage of ticket abandonment, something that we weren't adequately able to track before transitioning to Tessitura (May 2022). Our monthly abandonment rate has been as low as 9% to upwards of 30% depending on the season. What I'm trying to deduce is if this is typical customer behavior or a tech/tessitura/reporting issue.
What have your experiences been? Do you see a similar rise and drop in percentage? Do you have a high abandonment rate? Just curious what your experiences have been and what other orgs. baselines are.
Thanks so much!
Moriah
Hello Moriah,
We have been on Tessitura for 12+ years, using N-Scan the entire time. Our experience in non-attended tickets is that 85% attendance for a show is pretty good for us with the average coming in right around 82%. Removing variables such as weather, we have found that our range tends to be about 70% - 92% attendance for paid tickets. It might seem odd at first, but, absent the REALLY big shows for us, the more expensive a show tends to be, the lower the paid attendance rate tends to be. Shows with an average ticket price of $30 tend to be attended better than those with average ticket prices of $90+. With comp tickets issued to paid shows, our attendance tends to hover between 40% - 60%. For all comp shows, when marketed as such, it tends to be between 55% and 75%, and, whenever possible, we issue them as GA and over-issue by a solid 25%. That has never once caused an issue.
All venues and areas are different. But hopefully that provides one perspective on non-attended tickets.
John A. Moskal II
Hi John - thanks so much for the feedback. Very interesting! And I take it from your response that you've never had an issue with NSCAN recording the data properly. Good to know!
Put it this way, the only issues we have had with N-Scan have been exceedingly rare Tessitura outages and/or internal network issues. More often than not, any issues with scan counts comes from our well-meaning-but-not-always-perfect-with-technology volunteer usher corps.
LOL - Thank you, John!