Annual Report - QPAC

a second booking and further communication is being
developed for those who have not yet re-booked.
Key insights from the customer data have been shared with
the Home Companies (Queensland Theatre Company, The
Queensland Orchestra, Opera Queensland and Queensland
Ballet) and opportunities for future collaborative audience
development activities are being explored. Priority projects
have included customer profiling and ticketing intelligence
reports and development of audiences aged 35 years or under.
In the coming year, QPAC plans to progress this relational
marketing approach through the introduction of dynamic
content and customisation of emails based on patrons’
interest categories, demographics and other attributes.
Increased utilisation of social media and online communities
through YouTube, Facebook and Twitter has extended the
reach of QPAC communication to a younger audience and
encouraged two way communications between QPAC and
patrons. QPAC’s comedy program In Stitches, for example,
was promoted using a dedicated microsite and used Twitter
as an information source for ticket buyers and last minute
ticket offers, as well as more traditional marketing methods
including street posters and an eight-page feature in Time Off
magazine. Better tracking of online conversions has helped
determine the effectiveness of different campaigns, markets
and messages.
To reach those people who are not currently customers,
QPAC actively participates in Test Drive the Arts, an audience
development initiative of Arts Queensland. Test Drive the
Arts is a program that invites first time or lapsed attendees
to attend a show free of charge and later encourages reattendance
through a series of follow-up communications
and offers. QPAC has participated in Test Drive the Arts,
since its inception in this market in 2007 and has extended
participation in 2009 to include SLQ and GoMA patrons who
have not previously visited QPAC.
At all stages, we aim to make the experience as pleasurable
and straightforward as possible.
We also add value to the visitor experience by enlivening the
outdoor spaces of QPAC with a range of free entertainment,
to be enjoyed prior to a performance or as events in their
own right. Jazz lovers were well catered for with regular
performances by local jazz musicians in Jazz Fridays and a
weekend of entertainment in JazzFest. Younger audiences
rocked to Nights Outside, which featuring big names and
up and coming artists in free concerts in the Cascade Court,
while QPAC’s Housewarming celebrated completion of our
refurbishment by providing a warm welcome to a largely
family audience with all-day entertainment on the Melbourne
Street Green, Lyric Theatre Foyer and Cascade Court.
QPAC’s comedy festival, In Stitches brought together a variety
of the funniest international, national and local comedy
artists in a range of indoor and outdoor venues for a madcap
mixture of cabaret, music and free performances which set
Brisbane laughing.
Satisfaction with Performance
2008-09 (n=2274)
2007-08 (n=3970)
2006-07 (n=5883)
0% 20% 40% 60% 80% 100%
Excellent Very Good Good Neutral Poor
Satisfaction with Quality of Production
Visitor experience
2008-09 (n=5552)
The staff are very courteous and friendly. This
helps to make the concerts more enjoyable.
Feedback from QPAC patron,
Audience Surveys Jan-Mar 2009
2007-08 (n=3694)
2006-07 (n=1976)
0% 20% 40% 60% 80% 100%
Excellent Very Good Good Neutral Poor
The QPAC experience starts when the patron first hears about
an event, visits our website or receives communication from
us and continues through their ticket purchase, arriving at the
venue, eating at one of our restaurants, buying merchandise
or a drink at a foyer bar, finding their seats, experiencing the
performance and leaving the venue at the end of the evening.
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