Sports & Entertainment

American Airlines Center

Dallas, TX
How the American Airlines Center uses Real Time Feedback to increase guest engagement, positive experiences, and drastically decrease response time on guest feedback.
73%
Faster Response
Real Time Feedback Web-to-Text Feature

MEASURABLE IMPACT ACROSS GUEST EXPERIENCE AND OPERATIONS

The Results Speak for Themselves

7,399

Total Feedbacks

From Guests & Employees

4,926

Negative Experiences Saved

Issues resolved in real time

374

New 5-Star Google Reviews

Organic review growth

73%

Decrease in Response Time

Faster guest resolution

THE CHALLENGE

Addressing Issues After the Fact, Not in Real Time

The Management Team at the American Airlines Center had the same issues that all venues, arenas, and stadiums experience, operational issues during events. From broken seats, to spills, to security controls & cleanliness, it was always addressing issues after the fact and not in real time.
1

Broken seats discovered after events ended

2

Spills and cleanliness issues went unreported

3

Security concerns not communicated in real-time

4

Guest complaints surfaced on social media instead of to staff

20K+

Guests Per Event
Thousands of potential issues
With so many guests, issues were being reported on social media instead of directly to staff who could resolve them in the moment.

THE SOLUTION

Using Guests’ and Employees’ Eyes & Ears

Real Time

Feedback Solution
AAC used its guests’ and employees’ eyes & ears by utilizing Real Time Feedback’s QR codes throughout the facility. AAC received a constant stream of relevant feedbacks that were addressed in real time!

QR codes placed throughout the entire venue

Instant alerts to management when feedback is received

Both guests and employees empowered to report issues

Real-time dashboard for monitoring all feedback

Reputation Scorecard

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THE RESULTS

Transformational Impact

By giving guests and employees the ability to directly message management in real time, Real Time Feedback greatly improved the guest experience.

Experiences Saved

4,926

Negative experiences that were resolved before becoming public complaints or bad reviews.
NEW 5-STAR REVIEWS

374

New 5-star Google reviews generated through improved guest experiences.

7,399

Total Feedbacks Collected

From both guests and employees, creating a comprehensive real-time view of venue operations during every event.

The Conclusion

By giving guests and employees the ability to directly message management in real time, Real Time Feedback greatly improved the guest experience and accelerated the chance of positive online reviews and ratings.

Not to mention, dramatically reduce safety related issues.

Employees also felt empowered and important knowing that they had a voice as well as the ability to make a difference.

"We have very high standards and we've been blown away with how consistently they go above and beyond our expectations."

Gina Chapa
VP of Guest Experience, American Airlines Center

Ready to Transform Your Venue?

Join the American Airlines Center and thousands of other businesses using RTF to revolutionize their guest feedback.

Request a demo