Turnkey

Community Relations
Most if not all major businesses - including sports teams and leagues - proactively engage in community-based activities and charities. Turnkey is the expert at evaluating such activities on a regular basis (e.g. annually) to ensure fans and other members of the community recognize and appreciate the efforts put forth by the client.

Key metrics: awareness, familiarity, attitudes, perceptions, behaviors

Included in Turnkey's flat, guaranteed* rate:

• One (1) Survey: up to six (6) minutes avg. completion time
• Written Analysis: presentation deck of approximately 25 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.

Game/Event Satisfaction
There is nothing more important than a fully engaged and satisfied attendee/ticket buyer. One of the property's top priorities therefore, becomes ensuring a fully satisfied fanbase. If your fans are not satisfied, best to know why and how it can be rectified. Turnkey has consistently been conducting game/event satisfaction studies since 1996 and can ensure you are evaluating the right performance indicators of customer satisfaction, maximizing repeat attendance and guaranteeing a top-flight experience for attendees.

Key metrics: attitudes, importance, satisfaction, purchase intent

Included in Turnkey's flat, guaranteed* rate:

• One (1) Survey: up to seven (7) minutes avg. completion time
• Written Analysis: presentation deck of approximately 25 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.

Group Leader/Member Satisfaction
Selling group tickets is an extremely important way to expose the game experience to different and diverse segments of your fan base. Successful group sales programs turn fans into brand ambassadors and product evangelists. To keep this model working properly, clients must ensure that (a)the group experience is exceptional, and (b) the process of selling group tickets is easy and intuitive, in order to keep groups coming back year-after-year. Group satisfaction studies can also identify marketing angles unique to different group types, e.g. family v. business-oriented. Turnkey's experience with group ticket sales dates collectively spans over 35 years. Turnkey has witnessed the evolution of group sales and remains intimately familiar with all the past, present and future intricacies of the group sell, making Turnkey a vital partner for evaluating these programs.

Key metrics: satisfaction, importance, attitudes, perceptions, behaviors, process evaluation, demographics

Included in Turnkey's flat, guaranteed* rate:

• One (1) Survey: up to six (6) minutes avg. completion time
• Written Analysis: presentation deck of approximately 25 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.

Club Membership Evaluation
Many clients offer group membership programs to enhance the fan's experience in a targeted and direct way. What is the fan looking for from this group? Is the fan satisfied/finding value in the membership? What "perks" can the team test/offer to further grow the fan's experience with the team? Club membership in sports and entertainment is unique and requires experience to properly measure. Turnkey has more experience doing these studies than any other firm. Evaluating these membership clubs on a regular basis (e.g. annually) will ensure members are completely satisfied, allow teams to continue to build a relationship with the fan, and provide demographic/psychographic information to potential/current sponsors.

Key metrics: importance, satisfaction, preferences, habits, demographics

Included in Turnkey's flat, guaranteed* rate:

• One (1) Survey: up to six (6) minutes avg. completion time
• Written Analysis: presentation deck of approximately 25 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.

Lapsed STH Assessment
Retaining existing customers is far cheaper than finding new customers. And while customer churn will always exist, diagnosing why customers leave aids in future retention efforts. Such is the case for sports and entertainment properties, especially in a volatile economy where customers have limited discretionary funds. Turnkey is the industry expert on any type of ticket buyer research and receives particularly recognition for assessing the factors in a study of lapsed season ticket holders or lapsed premium seat holders. A lapsed season ticket holder or premium seat holder assessment allows clients to identify leaks in the retention process, make changes to keep more season ticket holders in the fold, and find ways to bring back lapsed customers.

Key metrics: satisfaction, importance, attitudes, perceptions, behaviors, concept testing, demographics

Included in Turnkey's flat, guaranteed* rate:

• One (1) Survey: up to six (6) minutes avg. completion time
• Written Analysis: presentation deck of approximately 25 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.

Sponsor Partner Feedback
Marketing partners are perhaps the most important relationship for any property. Properties should be in constant communication with their marketing partners, but often such communications do not ensure real, objective feedback and constructive criticism. Turnkey's staff experience in sponsorship sales, service, activation and measurement collectively spans over 35 years. I At least once a year, it is imperative to measure a battery of satisfaction and importance metrics across your full portfolio of marketing partners. What is important to the partner? Are partners measuring return on investment, how? What can the team do to assist in activation and measurement? How satisfied are partners with the fulfillment, service and proof of performance they are receiving from the sponsorship team/account executive? Proactively assessing the relationship with partners will allow the sponsorship team to be aware of any items that need attention, further enhance communication between the partner and team/league, and better allocate service/resources for the partner.

Key metrics: behavior, importance, satisfaction, perceptions

Included in Turnkey's flat, guaranteed* rate:

• One (1) Survey: up to seven (7) minutes avg. completion time
• Written Analysis: presentation deck of approximately 25 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.

Media Habits Assessment
Sports and entertainment properties, agencies and brands constantly utilize local media to market their brand and products. These days, local media include TV, radio, papers, magazines, the Internet, mobile apps, podcasts, and more! It is imperative to have a full understanding of where customers (or fans) get their information. Understanding the media habits of your customer base, prospective customers and marketplace ensures your ability to deliver marketing messages (and/or compelling content) when your target audience is most likely to be paying attention. Turnkey has become the leading industry expert in media habits studies for properties, agencies and brands by successfully gleaning insights from such studies since 1996.

Key metrics: behaviors, preferences, ad recall, demographics

Included in Turnkey's flat, guaranteed* rate:

• One (1) Survey: up to six (6) minutes avg. completion time
• Written Analysis: presentation deck of approximately 25 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.

Event Operations Evaluation
Properties cannot control the outcome of sporting events, but can control almost every other aspect of fans' event experience. Through this study, we will conduct a comprehensive audit of your patrons' event day experience from a nuts and bolts operational perspective: from traffic patterns to ingress/egress, to interactions with event staff. Understanding the relative importance of and satisfaction with aspects of the event and facility operation will help identify priorities for improvement and may also provide quantifiable metrics for measuring the performance of your vendors. Turnkey has a long track record of experience in event and facility operations and the measurement thereof.

Key metrics: importance, satisfaction, NPS, expectations (e.g.: time to leave parking lot post event)

Included in Turnkey's flat, guaranteed* rate:

• One (1) Survey: up to eight (8) minutes avg. completion time
• Written Analysis: presentation deck of approximately 35 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.

Merchandising/Retail Study
Sports entertainment properties and brands are in the retail business, selling licensed merchandise on site, off site, and on media and new media platforms. Retail sales represent an excellent opportunity not only to capture vital revenue streams, but also perpetuate the brand imagery, loyalty and pride. Are your retail businesses managed and priced optimally? What are your shoppers looking for? Turnkey has performed retail studies for sports and entertainment clients since 1996 and has worked with many merchandising professionals to assess these key businesses.

Key metrics: attitudes, driver of behavior, preferences, spending habits, purchase intent

Included in Turnkey's flat, guaranteed* rate:

• One (1) Survey: up to ten (10) minutes avg. completion time
• Written Analysis: presentation deck of approximately 35 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.

Secondary Ticketing Assessment
Secondary ticketing options seem to grow more numerous and more complex by the day. In order to navigate such rough and ever-shifting currents, clients must first understand their customers' ticket buying behavior. Where do fans go first to buy live events tickets? Do they differentiate between primary and secondary ticketing options? What is the experience of ticket plan holders who are usually encouraged to sell any unused tickets through the property's official secondary ticketing partner? Turnkey continues to be a thought leader and pioneer in understanding these complex factors and deriving key insights to help our clients weather the secondary ticketing storm.

Key metrics: awareness, usage, preference, satisfaction

Included in Turnkey's flat, guaranteed* rate:

• One (1) Survey: up to seven (7) minutes avg. completion time
• Written Analysis: presentation deck of approximately 30 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.

Social Media Optimization
With hundreds of millions of people using social media daily, it's no surprise why most if not all major businesses - including sports and entertainment properties and sponsors - utilize social media to market their brand. With teams and leagues spending significant man-power and time to develop their social media presence, it's imperative to understand the habits and preferences of your fans and ensure you are meeting their needs. By doing so, you will be able to market your brand in a more direct manner and add value to potential/current partners. Social media optimization studies engage your audience to glean insights about how they use and perceive today's major social media outlets: Facebook, Twitter, and (if desired) YouTube.

Key metrics: behaviors, preferences, importance, satisfaction, demographics

Included in Turnkey's flat, guaranteed* rate:

• One (1) Survey: up to (10) minutes avg. completion time
• Written Analysis: presentation deck of approximately 35 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.

STH Satisfaction (end-of-season)
Just as any typical business invests in retaining its loyal customers, so should sports and entertainment properties. Season ticket holders (or ticket plan holders or premium seat holders in general) represent one of the most important fan segments and revenue generators in our industry. Ensuring that they are enjoying their experience and getting full value out of their investment in both time and money in essential to our clients. Since 1996, Turnkey has conducted, literally, thousands of plan holder studies for clients in every sport, every entertainment category and every corner of the industry.

Key metrics: satisfaction, importance, attitudes, perceptions, behaviors, concept testing, demographics

Included in Turnkey's flat, guaranteed* rate:

• One (1) Survey: up to seven (7) minutes avg. completion time
• Written Analysis: presentation deck of approximately 25 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.

Brand Study
The value of a brand, often denoted as "brand equity", refers to the sales or benefits a product receives by having that brand designation, as compared to a generic equivalent. While brand equity often suggests products like Apple, Mercedes, Nike and the like, sports and entertainment properties greatly benefit from the power their brands hold. For instance, would you rather see The Circus, or The Ringling Brothers Barnum & Bailey Circus? Protecting and cultivating brand equity requires a deep understanding of what attributes of a brand correspond with the value customers perceive. A brand study allows the client to understand drivers of brand equity, barriers to increasing the equity, how the brand is perceived as compared with other brands, including the competition, and how best to protect the brand when under attack.

Key metrics: brand attributes, brand perceptions, category knowledge and usage, demographics

Included in Turnkey's flat, guaranteed* rate:

• One (1) Survey: up to twelve (12) minutes avg. completion time
• Written Analysis: presentation deck of approximately 40-45 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.

Pricing Optimization
There are many factors that contribute to determining prices for products and services sold by businesses. Of course, of primary concern remains how much a customer is willing to pay, and what factors contribute to the value proposition associated with the product/service. Simply asking a customer his/her opinion of a fair price does not suffice; normal human bias leads one to search out a bargain. Turnkey has pioneered pricing optimization studies in sports and entertainment and utilizes proprietary, advanced research techniques to circumvent that bias and develop objective estimates for price options and price ranges. Turnkey's methodology can be applied to all types of products and services - from season-ticket packages to hot dogs, and everything in between.

Key metrics: pricing, concept development, attitudes, perceptions

Included in Turnkey's flat, guaranteed* rate:

• One (1) Survey: up to twelve (12) minutes avg. completion time
• Written Analysis: presentation deck of approximately 35 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.

Sponsorship ROO Program
The current economic conditions and the always competitive landscape for sponsorship dollars have increased the need for accountability for brands' marketing spend with sports properties. Turnkey helps brands and properties alike design programs to measure the effect of marketing partnership on key sponsorship objectives. Our independent third party evaluation helps determine whether and by how much properties are moving the dial for brands.

Key metrics: sponsor recall, sponsor familiarity, consideration, perceptions, intent to purchase

Included in Turnkey's flat, guaranteed* rate:

• Up to three-wave study, survey fielded pre-, during, and post-activation
• Up to five (5) sponsor partners included in the study
• One (1) Survey: up to eight (8) minutes avg. completion time

Written Analysis:

• After each wave, a summary results report; and
• After the final wave, a presentation deck of approximately 35 slides, excluding appendix

* Turnkey's guaranteed rate does NOT include reimbursement of Turnkey's out-of-pocket expenses, if any (e.g., if the customization of the project calls for buying a segment of respondents from a third party panel; or if the survey will be deployed on site using intercepts and Turnkey is providing staff and/or training). Prior to starting the project, Turnkey will estimate and communicate all out-of-pocket costs.