SMRI IN THE NEWS

SMRI Conducts National Mystery Shopper Program for SMG

SMG CEO Wes Westley announced today that the results of a national "mystery shopper" program show SMG managed sports/entertainment facilities consistently rank above the national average in providing quality customer service.

The national Mystery Shopper research project was conducted by the Sports Management Research Institute (SMRI), a market research consulting firm, specializing in the business of sport and entertainment. Both qualitative and quantitative research methodologies were utilized which focused on areas that are important to a consumer when they visit and entertainment venue. The scope of the project included an evaluation and comparison of the service quality of all venue "front of house" operations including ticketing, concessions, parking, housekeeping, signage, merchandise and other patron services.

Dr. Kathleen Davis, Executive Director of SMRI, said that the service quality ratings for all SMG managed facilities exceeded the national average for sports and entertainment facilities. "Based on comparison with our national database of ratings, SMG's venues consistently rated higher in all categories relative to delivering the proper level of service to patrons", said Davis.

"I am very please with results of the research conducted by SMRI", stated Westley. We, as a company, are committed to setting the standards for service excellence in our industry." SMG's Glenn Mon, Senior Vice President for Arenas & Stadiums added, "I manage events from the patron's perspective, from the time they leave home to the time they return home. Every point in between needs to be analyzed and managed to insure our patrons have an enjoyable experience."