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Indianapolis Motor Speedway Selects LRA to Track Customer Satisfaction and Loyalty
Legendary venue using LRA's Web-enabled survey solution to measure and enhance corporate hospitality
INDIANAPOLIS, Indiana/HORSHAM, Pennsylvania; October 5, 2004 - LRA Worldwide announced today that it has been retained by Indianapolis Motor Speedway (IMS) to measure customer satisfaction for corporate hospitality and suite licensees at the famed speedway. As part of this program, LRA will use its powerful eSurvey tool to gather data from Speedway patrons and will ultimately present a comprehensive statistical report to Speedway officials on overall customer satisfaction and retention to better help the venue service its corporate customers at future events. This program reconfirms Indianapolis Motor Speedway's commitment to setting the standard for delivering world-class corporate hospitality experiences.
"Since 1909, the Indianapolis Motor Speedway has set a standard of excellence by which every other racetrack and many premier sporting events compare themselves," remarked Joie Chitwood, Senior Vice President of Business Affairs for IMS. "We keep the standard high by continually investing in our world class facility, with the mission of international leadership in Motorsports Entertainment. With the introduction of the recently completed Plaza Hospitality Village, we are excited to offer a wide array of corporate entertainment options for the Indianapolis 500 and the Brickyard 400. Our partnership with LRA will enhance our research capabilities and enable us to very quickly gather feedback from our corporate customers relative to their experience at our events."
"We have selected LRA because of the company's unique combination of hospitality industry expertise and leading-edge research capabilities," said Peggy Swalls, Vice President of Administration for IMS. "At IMS, our goal is to consistently exceed expectations and delight our customers. That commitment to our customers is a primary mission. Our partnership with LRA will enable us to obtain critical customer feedback on a real-time basis for all of our events. LRA's Web-based survey capability will allow us to respond instantly to customer concerns and quickly resolve any issues that our customers may have identified."
This partnership is part of LRA's ongoing efforts to diversify its client base into the sports and entertainment industry. Indianapolis Motor Speedway joins Busch Stadium, The Fleet Center, The PGA Tour/Tournament Player Club Golf Courses, Troon Golf and Dover Downs as sports properties who have sought LRA's aide in providing exceptional customer experiences to their guests.
"We are very pleased to have been selected as Indianapolis Motor Speedways' partner for this key initiative," said Rob Rush, President and CEO of LRA. "As patrons and attendees become ever more demanding, sports and entertainment providers must raise their game to keep them coming back. We help many of the world's leading sports and entertainment, transportation, gaming and hospitality companies engineer exceptional customer experiences, which generate exceptionally high levels of customer satisfaction and retention."
About the Indianapolis Motor Speedway
Indianapolis Motor Speedway is often referred to as the "Racing Capital of the World." With the Indianapolis 500, the Brickyard 400 and the United States Grand Prix, the Indianapolis Motor Speedway is the only modern facility to host three of the largest single-day sporting events in the world. With the three races, the championship 18-hole Brickyard Crossing Golf Course, the Brickyard Resort and the Hall of Fame Museum, Indianapolis Motor Speedway is a full-service entertainment facility. For more information, visit the company's Web site at www.indianapolismotorspeedway.com.
About LRA Worldwide, Inc.
LRA Worldwide, Inc. is a leading consulting, organizational development and research company that specializes in Customer Experience Management (CEM). LRA helps companies and brands design and deliver the optimal customer experience across all key touch points using an integrated suite of services that measure and improve service quality, customer satisfaction, employee performance, loyalty, customer advocacy and profitability. LRA specializes in "operationalizing the brand" - turning brand promise and customer strategy into operational reality. LRA's CEM practice areas include CEM Strategy Design, Standards Development & Content Management, Organizational Development & Training, Research and Quality Assurance & Mystery Shopping; these are either deployed together in a strategic manner to continually monitor and improve the customer experience or deployed individually to address a specific tactical client need.
LRA's clients include some of the world's leading companies and brands, including Starwood Hotels & Resorts, Hard Rock Hotels & Casinos, the PGA TOUR, Albertsons Supermarkets, the NBA and First Niagara Financial Group. For more information, visit the company's Web site at www.LRAworldwide.com
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