January 25th, 2023, Tasim Zahid
The U.S. Senate Judiciary Committee grilled top executives of the Ticketmaster’s parent company Live Nation Entertainment Inc. The hearing came months after the company’s website broke down in November last year during a sale of Taylor Swift tickets.
How has the online ticket service fared since the event?
According to YouGov BrandIndex - which tracks consumer sentiment towards thousands of brands daily - the Beverly Hills, California-based company has seen its metrics go down after a bot attack caused the site to meltdown during "The Eras Tour” verified presale.
Ticketmaster’s Index score - the average of Impression, Value, Quality, Reputation, Satisfaction, and Recommend scores - went from a net score of 1.3 at the start of November to -6.7 on 23 January 2023. Its Index score slipped into the negative territory between 18 November (0.4) and 19 November (-2.5), touching a low net score of almost -14 in the last week of November before recovering slightly.
Ticketmaster’s Satisfaction score - which tracks whether consumers are satisfied with the brand or not - dropped from just above 1 in early November to a low of almost -7 on 10 December 2022. It rose to -2 by 23 January 2023.
The world’s largest ticket-seller’s Value score - which measures whether the brand represents poor or good value for customers’ money - has consistently been in the negative. It started 2022 with a net score of -4.8 and was at -5.1 by November of the same year. It was hovering around -14 by the last week of January 2023, having touched -19.5 (its lowest in the year) on 30 November 2022.
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Methodology: YouGov BrandIndex collects data on thousands of brands every day. Ticketmaster’s net Index score is based on the Average Impressions, Value, Quality, Reputation, Satisfaction, and Recommendation scores for the brand. The scores are delivered as a net score between -100 and +100. Its Satisfaction score is based on the question: “Of which of the following brands would you say that you are a “SATISFIED CUSTOMER”?/ Of which of the following brands would you say that you are a “DISSATISFIED CUSTOMER”?” Its Value score is based on the question: “Which of following brands do you think represents GOOD VALUE FOR MONEY? / POOR VALUE FOR MONEY.”
Scores are based on an average daily sample size of 661 US-based adults between 1 November 2022 and 21 January 2023. Figures are based on a 1-week moving average.
Picture Credits: Raphael Lovaski on Unsplash