HAVE YOU...
. . . lost your objectivity when assessing your facility/event(s)?
. . . ever wondered how your service levels are rated by your customers?
. . . wondered how your service compares with your direct competitors?
. . . tried to understand how your facility/event ranks nationally when it comes to service excellence?

You're not alone if you have.

It's no secret that great companies are those that provide excellent customer service programs. How do you go from "good" to "great" as a service provider? SMRI is proud to announce its:

5-Star Service Rating Program.

The SMRI 5-Star Service Rating Program easily creates a special assessment protocol, easy to implement and control, specifically designed for your Stadium or Arena event operations. The program guarantees:

• happier customers
• more satisfied staff
• increased profit margins
• improved market share
• competitive edge over other local "like" sport businesses

SMRI has developed 5-Star Facility Operations Rating Program is based on our years of experience investigating sport environs. We will take your sport business to the next level. We do this by taking advantage of a Facility/Arena's current copious data from ticket sales, revenue generation data, SMRI operational rating techniques, queue times, additional videotaped behavior analysis and other sources*.

You give us the go-ahead, the rest is up to us. All we ask is your "buy-in" and continued implementation of the ratings results.

Interested in finding out more about how your Facility/Event can be the "toast of the town" instead of the "roast of the town?" READ ON>>>

The 5-STAR "Game Plan"

SMRI is world renown for providing expertise in understanding the sport/entertainment operational environment unparalleled in the sport industry. We use existing SMRI national data-points, combined with intensive behavior analysis of actual consumers visiting various event types, which help us in tracking the following:

	various decision patterns exhibited by consumer segments (time spent in line to various Stadium/Arena elements (entrance, finding seat location, using directional signage, finding money sources (ATM), purchasing soft goods "concessions", purchasing hard goods "merchandise";
	establishing clear econometric, demographic, geo-demographic, sociographic and purchase behavior patterns based on secondary, primary quantitative data, videotaped observations of consumers as they experience the various stadium/arena elements;
	provide concrete recommendation on how best to service consumer needs/wants as they visit your Facility (in other words, how to make it easy/convenient for them to spend their discretionary dollars), WHILE maximizing their enjoyment levels at the Event your hosting.

In short, operational assessment is a powerful tool for understanding the dynamics of Facility/Event operational systems. Intuition can be a particularly poor guide to predicting operation effectiveness and no longer "cuts-it" in the Sport and Entertainment Industries.

This program can not only make for happy customers BUT also happy staff members. By better structuring employee sales based on their proportion of "shorts" (when a product sells out) and encourage unit managers/supervisor to order correct quantities to meet demands. If the traffic flow/service is improved, the staff member is able to sell more product (soft/hard goods) and improve motivation/productivity levels thereby decreasing job boredom and job dissatisfaction levels.

HOW DOES IT ALL WORK? It sounds too good to be true? The next section tells you how and why it will work and how we guarantee results!!!

SMRI 5-Star Facility Operations Rating Program (Services Include):

• Secondary Research Analysis of Current Stadium/Arena data (ticket sales, scanning services, security audits, prior market analysis studies, current market conditions analysis)
• Mystery Shopper, Shadow Shopper experiential analysis using over 250 service checkpoints
• Video analysis of a "day at the Facility", videotaping consumer flow/interactions at all Stadium Checkpoints
• Top line data analysis (per event, quarter, annual…your choice)
• Results combined with recommended operational strategies to help your Facility to go from a "good" facility to a "great facility" presentation
• Final report, hard copy, CD-ROM version, power-point presentation

Hundreds of satisfied SMRI clients have taken the "leap of faith" what's stopping you?

Interested? Call us for more details at (954)389-9095 or e-mail (info@go-smri.com)