August 2022
This webinar was in partnership with Theatre Forum looking at the practicalities of using Ticketsolve to resolve some of the issues that were identified as part of the Missing Audiences research. In the article below, we will show you reports related to missing audiences, such as How many customers on my database?, How many have booked or paid for a ticket?, frequency of attendance and how many can you contact due to GDPR.
How many customers are on my database?
To see how customers are on your database go to Reports > Your Reports.
1. Click Add new report.
2. Give your report a title such as Customers on Database.
3. Choose Customer Facts as the Report type.
4. Select Save.
1. Then go to Reporting Views and click on Summaries.
2. Here you can see the number of unique customers who are on your database.
How many have booked a ticket?
To see how customers have booked a ticket go to Reports > Your Reports.
1. Click Add new report.
2. Give your report a title such as Ticket Bookers.
3. Choose Line Item Facts as the Report type.
4. Select Save.
1. Then go to Reporting Views and click on Summaries.
2. Here you can see the number of unique customers who have booked a ticket.
How many have paid for a ticket?
To see how customers have paid for a ticket go to Reports > Your Reports.
1. Click Add new report.
2. Give your report a title such as Ticket Purchased.
3. Choose Line Item Facts as the Report type.
4. Select Save.
Now we need to add a filter to see only tickets that have been purchased.
1. Click on Add new.
2. Search for the filter Ticket Price.
3. Choose the drop down 'that is greater than or equal to'.
4. Enter 1.
5. Click Save.
1. Then go to Reporting Views and click on Summaries.
2. Here you can see the number of unique customers who have paid for a ticket.
How many can I talk to? (GDPR permissions)
To see how customers have opted in to be contacted go to Reports > Your Reports.
1. Click Add new report.
2. Give your report a title such as Opt in Email.
3. Choose Line Item Facts as the Report type.
4. Select Save.
Now we need to add a filter to see only customers who have purchased a ticket.
1. Click on Add new.
2. Search for the filter Ticket Price.
3. Choose the drop down 'that is greater than or equal to'.
4. Enter 1.
5. Click Save.
Next we add another filter to find customer who have opted in to be contacted.
1. Click on Add new.
2. Search for the filter Opt in for email. (You can also add opt-ins for mail, 3rd party and SMS).
3. Click the toggle to on (blue).
4. Select Save.
1. Then go to Reporting Views and click on Summaries.
2. Here you can see the number of unique customers who are contactable.
3. You can click on the 3 dots and select Download or Manage Customers to view the customers.
Frequency of attendance
You may want to see how the frequency of attendance has changed over different years. For example the number of customers attending at each frequency per year comparing 2019 to 2021 to 2023.
To do this, you will need to create a report for each year(s) separately and then compare the data. e.g. to gather frequency for 2019:
First go to Reports > Your Reports.
1. Click Add new report.
2. Give your report a title such as Visitors 2019.
3. Choose Line Item Facts as the Report type.
4. Select Save.
Now we need to add filters for the date range.
1. Click on Add new.
2. Search for the filter Purchased on.
3. Choose the drop down is after or on.
4. Select 01 Jan 2019.
5. Select Save.
Add a second filter for the end of the date range.
1. Click on Add new.
2. Search for the filter Purchased on.
3. Choose the drop down is before or on.
4. Select 21 Dec 2019.
5. Select Save.
1. Then go to Reporting Views and click on Visit Count.
2. Click on the by Events Number tab.
3. This will give you the number of events attended by each unique customer. E.g. Visit count = 1 at 49 occurrences, visit count = 2 at 14 occurrences.
Repeat this report for other years and compare the data.
Ticketsolve Tip
To find the local or occasional attendees from a previous year who haven't been back, create the report as above and add a filter such as customer with postcode then download the report as a CSV file. You will now have the raw data for each customer and their visit count. To tag a customers with either 'frequent' or 'occasional', see this article on tagging customers.
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