Does your ticketing system measure up?

How to better meet customers’ ticketing expectations

Customer experience (or CX) is crucial in contributing to various factors including customer satisfaction, loyalty and increased footfall. All business models can stand to improve by working on customer experience but for this article, we are focusing on tourism and attractions. Both these sectors have point-of-sale and ticketing at their core and as this interaction happens at the start of the customer journey it can have a lasting imprint on a customers’ expectations.

An ideal guide detailing how to guarantee outstanding customer service does not exist as each attraction and its visitors are unique. There are, however, key pillars that should be considered by businesses based within tourism and attractions that can help them meet and hopefully exceed expectations.


Stories regarding scam sites are unfortunately a common occurrence, therefore building trust with your potential visitors is key to giving them a pleasant ticketing experience. Two simple ways to do this is to ensure your ticket page looks like the rest of your site and to have integration with major banks. Software like Digitickets works seamlessly with your KCPOS solution allowing you to maintain brand integrity with a ticketing system that’s a visual match to your own website. This design element paired with bank and payment provider integration helps retain the customers’ trust and encourages the best possible conversion rate of website visitors into paying customers.


We all have busy lives and our plans are often made on lunch breaks or late at night. Giving customers the ability to buy tickets directly from your website (without being redirected) has become best practice. Potential visitors are smart and expect all the information they require to be easily accessible, clear to read and available to them without having to make human contact. You must also consider that many visitors may be from different time zones or work unsociable hours meaning calling to book may not be possible. Having all this information available along with the option to buy tickets online puts control in the hands of the visitor (or the appearance of control). If your visitor can go through this entire portion of the customer journey without any difficulty, you are already creating a professional standard that can be continued on arrival.


Mobile ticketing is no longer the future, in fact, in some cases, it’s now expected. Giving visitors the freedom to choose how they redeem their ticket adds a layer of ease that can help meet customers’ expectations. By implementing software that works with your EPOS system (such as Digitickets) visitors can take advantage of mobile technology by buying and presenting their tickets on iPhone, Android or iPad devices.


For more advice on how to meet customers’ expectations during the ticketing process or to learn more about our point-of-sale software and hardware solutions please give us a call today on 0191 500 8150 or email us at


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