Friction Audit and Engagement Survey

Note: You can associate multiple tags with a comment.

GLOBAL TAG (For Use in Any Report)

• NOTABLE – Comments you may wish to return to or call out as examples, or that are particularly rich in content.

• POST – Comments that are positive

• NEG – Comments that are negative

ATTENDANCE PREFERENCES

Who else do you typically attend our programs with? (other/open)

• OTH FAM (other relatives, brothers, sisters, cousins, etc.)

• KIDS FRIENDS

FRICTION

Are you unsatisfied or frustrated with any of the following aspects of the experience of attending our programs? (Other: please describe)

• PROD (production values, costumes, sets, lighting, etc.)

• AVAILABILITY (good seats gone, no tickets left, etc.)

• ATTIRE (other attendees not dressing well)

• BEHAVIOR (etiquette, phone on phones, people leaning, talking, etc.)

• TIMES (too late, too early)

• COST (price of tickets)

• DIGITAL TIX (no paper tickets)

• NO BEV (beverages not allowed)

FRICTION: PARKING

• COST (too expensive)

• SIGNAGE (unclear parking, directions, confusion)

• AVAILABILITY (lots full)

• FLOW (poor lot/garage flow)

• FAR (too far to walk)

• EXIT (too long to exit)

FRICTION: VENUE STAFF

• LATE (seating latecomers)

• RUDE (cold, rude, or unhelpful)

• UNINFORMED (don’t know answers)

FRICTION: SEAT COMFORT OR AISLE ACCESS

• SAFETY (concerns about exiting in emergency)

• COMFORT (uncomfortable, small, tight

• LONG (long rows with no aisles, squeezing past seated)

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FRICTION: SOUND QUALITY

• OUTDATED (old)

• SOFT (too soft, can’t hear, unclear)

• LOUD (too loud)

FRICTION: SIGHTLINES

• MARK (seat marks for sightlines)

• BLOCKED (blocked views)

• SUBTITLES (too far, can’t read)

• RAKE (bad angle)

FRICTION: FOOD OR BEVERAGE

• COST (overpriced)

• VARIETY (not enough variety, limited, not enough plant-based, GF, DF)

• TIME (takes too long)

• APP (want to pre-order on app)

• QUALITY (want premium options) 

FRICTION: RESTROOMS

• NO TIME (time allotted is insufficient, lines too long)

• ACCESS (location, limited)

  
  

FRICTION: CROWDING IN LOBBY

• EARLIER OPEN (open earlier)

• FLOW (bottlenecks in areas)

  
  

FRICTION: BEHAVIOR OF AUDIENCE

• PHONES (ringing, talking, light, distractions)

• NOISE (talking, food wrappers, coughing, rustling papers)

• ETIQUETTE (clapping early, don’t know the “rules”)

FRICTION: EXITING THE BUILDING OR PARKING FACILITIES

• FEAR (seemingly unsafe)

• CONFUSION (poor signage, lack of directions)

• DIRTY (smelly, dirty, grimy)

• FLOW (slow exit, crowding in elevators, exits)

FRICTION: What else is unsatisfactory about the experience of attending our programs?

• MATINEES (want more matinees)

• PROD (poor production quality, sets, costumes, etc.)

• ANNOUNCE (pre-show announcements)

• CONCESSIONS (general issues with concessions)

• COST TIX (tickets too expensive)

• POLITICS (political commentary)

• PROGRAM (comments about the works on the season)

• LOBBY SEATING (limited lobby, bistro seating)

• BEV (want beverages allowed in seating area)

PREPARATION

If there is something else we could do to help you get the most out of upcoming programs, please let us know.

• MORE (more information, more communication)

• PRE-PERF (lectures, talks, intros)

• POST-PERF (talk-backs, discussions)

• INTERACTION (facilitated interaction at after events)

• FOOD (more that address dietary restrictions/diabetes/GF/Plant/DF)

• PROGRAM (comments related to the programming)

• WEBSITE (issues with the website, online tickets)

AFTERWARDS

In what situations or circumstances would you be most likely to stay afterwards to discuss a program?

• FORMAL  (moderated discussions)

• INFORMAL (unmoderated social time)

• INTERVIEWS (artist interviews, not Q&A)

• POV (new, interesting perspectives)

• CREATIVE (when involves creative team members)

• CONTROVERSIAL (if program was controversial, innovative, new)

• INFORMAL (informal setting)

• SHORT (20-30 minutes)

• REACTION (depends on reaction to the performance)

The memories of live arts experiences accumulate in your mind. Some experiences fade from memory quickly, while others you remember for years, or even a lifetime. Do you…? (Other)

• LISTEN (listen to other recordings, CDs, Spotify, iTunes, etc.)

• POST (share on social media)

• DISCUSS (talk with others)

• WATCH (stream, watch other productions, DVDs)

• SAVE (save programs)

• RESEARCH (look up performers, composers, etc.)

• SING (sing, hum melodies)