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To ask the Chairman of Committees what criteria are used to judge the performance of Ticketmaster in its fulfilment of its contract with the Houses of Parliament.[HL1994]
To ask the Chairman of Committees what criteria are used to judge the performance of Ticketmaster in its fulfilment of its contract with the Houses of Parliament.[HL1994]
Ticketmaster is contracted by Parliament to provide ticketing for Parliament’s commercial tours. This includes online, phone and group sales and also the provision of software and hardware for the onsite ticket office. Ticketmaster is also contracted to provide technical support, event management and marketing support. The fulfilment of the contract is based upon the delivery of these services, and a service level agreement covers the following criteria:
payment of moneys received;
provision of management information;
the issue of tickets to customers;
quality control (via envelope checks);
customer phone hold times;
phone abandonment rate; and
customer complaints.