A Cultural Institution at the Heart of Geneva
Located in the center of Geneva, Comédie de Genève welcomes thousands of spectators throughout the year. Delivering an outstanding live theater experience is a top priority for its teams.
To continuously improve audience reception and the quality of its performances, the theater wanted deeper insights into how spectators felt after attending a show. Before implementing automation, feedback collection was inconsistent. Responses were scattered, difficult to centralize, and nearly impossible to analyze over time.
The objective was clear - build a simple, efficient system to:
- Capture immediate post-show audience feedback;
- Make the response process as frictionless as possible;
- Structure and leverage satisfaction data effectively.
What Was Implemented
→ A Simple, Automated Satisfaction Collection System: The day after a performance, spectators automatically receive an email inviting them to rate their experience with a one-click, 1-to-5 star system. This streamlined process significantly increases response rates while providing actionable insights for the theater team to identify concrete areas for improvement.
→ Personalized Follow-Up Based on Satisfaction Level: Depending on the rating submitted, spectators are automatically redirected to a tailored landing page to deepen the feedback process:
- Dissatisfied spectators are invited to complete a dedicated feedback form, allowing the team to better understand the reasons behind their experience.
- Highly satisfied spectators are redirected to Google Reviews, encouraging them to share their positive experience publicly.
→ Turning Satisfaction Data into Actionable Insights: Collected data is used to segment audiences according to satisfaction profiles, distinguishing between promoters and detractors. This segmentation enables the theater to personalize future communications based on the spectator’s experience, delivering more relevant messaging aligned with their sentiment.
82%
of spectators who opened the post-show email submitted a rating
40%
of those who rated their experience completed the detailed satisfaction form
72%
of respondents gave a 5/5 rating and were redirected to Google Reviews
