Report
The state of venue experience
More than half your visitors are lost or anxious—and it's costing you revenue.
53% of venue visitors experienced navigation challenges in the past six months. New research from nearly 500 visitors of large, complex venues like malls, stadiums, airports and healthcare campuses reveals how confusion translates to reduced loyalty and missed opportunities, and what digital-forward venues are doing differently.
What’s inside the report:
- Which wayfinding challenges frustrate visitors most and how one-quarter of visitors waste time searching for stores, gates, and amenities instead of engaging with your venue.
- How venues using indoor maps drive 86% discovery rates.
- What’s driving the majority of visitors to return more often—and what keeps them away.
- Actionable recommendations to close the awareness gap, position navigation as a safety investment, and convert confused visitors into loyal advocates.
This report is essential reading for venue operators, property managers, marketing and customer experience leaders looking to increase dwell time, tenant performance, and visitor satisfaction scores today and in the future.
This report brings together visitor perspectives with what we’ve learned working across airports, malls, stadiums, and mixed-use destinations to highlight patterns that help venue leaders learn faster, apply proven ideas across markets, and adapt as expectations continue to rise.”
