In the midst of over 25,000 cancelled, rescheduled and postponed events in 2020, we worked hard to be there for fans when they needed us the most.
This resulted in a record high Trustpilot score of 4.65 in April, a new record set in September with 4.8 and a consistant excellent rating throughout the year.
Our Customer Satisfaction scores also hit a record high of 91% in August, and our Brand Tracker unveiled we had one of the only positive NPS scores in the live entertainment ticketing industry and are still ranked as the most reliable ticket selling sites UK wide.
Our Fan Support teams have done an amazing job at responding to fans quickly and efficiently, with 77% of fans responded to within just 24 hours.
Our Help Desk came into it’s own with COVID-19 specific content including event status updates and FAQs. With hundreds of articles hosted on the site, a majority of fans (96%) find the answer they need via this channel.
Thousands of fans also used our brand new Chat Service on What’s App and were empowered by the new Smart Help features in their MyAccount enabling them to check and change some details without having to contact us.