OPTA Annual Survey 2021 - Wsimg.com
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OPTA Annual Survey 2021
1Table of Contents
Acknowledgements....................................................................................................................................... 3
Part 1: Organizational Survey ....................................................................................................................... 4
1. What is the primary nature of your organization? ........................................................................... 5
2. How many OPTA members are employed by your organization? .................................................... 5
3. How many Full-time employees are in your ticketing department? ................................................ 6
4. How many Part-time employees are in your ticketing department? ............................................... 6
5. How many volunteers are in your ticketing department?................................................................ 7
6. How many employees are currently furloughed from your ticketing department? ........................ 7
7. What ticketing system do you use? .................................................................................................. 8
8. Is your ticketing department combined with any other departments? ........................................... 9
9. Is your part-time staff unionized?................................................................................................... 10
10. Please list the hourly part-time wages for each level of part-time employee. .......................... 11
11. Which of the following fees does your organization charge? .................................................... 12
12. Which of the following fees is your organization responsible for setting? ................................ 12
13. If your organization is not responsible for setting fees, please list who is. ................................ 13
14. List your fee rates........................................................................................................................ 14
15. List your fees’ sales channels ...................................................................................................... 16
16. What accessibility accommodations does your organization offer? .......................................... 18
17. How much do you charge for support worker or companion seating tickets? .......................... 20
18. Which sales channels do you use for accessible tickets? ........................................................... 20
Part 2: Individual Survey ............................................................................................................................. 21
1. Are you an OPTA member?............................................................................................................. 22
2. How many years have you been an OPTA member? ...................................................................... 22
3. Are you a member of INTIX? ........................................................................................................... 23
4. Have you attended an INTIX conference in the past five years? .................................................... 23
5. Employment Status ......................................................................................................................... 24
6. How many years have you worked in the ticketing industry? ........................................................ 25
7. My gender is:................................................................................................................................... 25
8. My ethnic identity is: ...................................................................................................................... 26
9. I am part of the LGBTQIA2 community: .......................................................................................... 27
10. I have a disability:........................................................................................................................ 27
2Acknowledgements
The OPTA Board would like to thank:
• Budweiser Gardens
• Canadian Opera Company
• Canadian Stage
• Chatham Capitol Theatre
• City of Brampton – Performing Arts
• Core Entertainment
• FirstClass Group Tickets
• Let’s Talk Entertainment
• Living Arts Centre, City of Mississauga
• National Arts Centre
• National Ballet of Canada
• Patron Technology
• Senators Sports & Entertainment
• The Royal Conservatory of Music
• TO Live
• Toronto Alliance for the Performing Arts
• Tribute Communities Centre
• Young Centre for the Performing Arts
• And all individual respondents
Please note that responses have been edited for clarity and consistency of format.
3Part 1: Organizational Survey
41. What is the primary nature of your organization?
18 responses, 3 multiple responses.
10% 5%
5%
24%
33%
24%
Arts Service Organization (ASO) with ticketing programs
(5%)
Event producer managing our own event venue(s) (24%)
Event producer renting event venue(s) (24%)
Event venue (33%)
Ticket Sales Agency (5%)
Ticketing platform (10%)
2. How many OPTA members are employed by your organization?
18 responses
7%
7%
7%
13% 53%
33%
1 (53%) 2 (33%) 3 (13%) 4 (7%) 5 (7%) 6 (7%)
53. How many Full-time employees are in your ticketing department?
17 responses
6%
6%
12% 35%
6%
6%
12%
18%
1 (35%) 2 (12%) 3 (18%) 4 (6%) 5 (6%) 6 (12%) 20 (6%) 25 (6%)
4. How many Part-time employees are in your ticketing department?
18 responses
11%
22%
22%
6%
17%
22%
0 (11%) 1-5 (22%) 6-10 (22%) 11-15 (17%) 16-20 (6%) 21-25 (22%)
Notes from respondents:
• “usually 20-25, only 3 at the moment”
• “23 (none currently working)”
65. How many volunteers are in your ticketing department?
18 responses
6%
94%
0 (94%) 2 (6%)
6. How many employees are currently furloughed from your ticketing department?
17 responses
6%
18%
18%
24%
35%
0 (18%) 1-5 (24%) 6-10 (35%) 11-15 (18%) 16-25 (6%)
77. What ticketing system do you use?
18 responses, 2 multiple responses
5% 10%
5%
5% 5%
5%
5%
19%
14%
19% 5%
5%
AudienceView/AudienceView Professional (10%)
citySPECIAL (5%)
Growtix (5%)
hipTIX (5%)
Paciolan (14%)
Showclix (5%)
Spektrix (5%)
Tessitura (19%)
Ticketmaster (19%)
Tixhub (5%)
White Label Tickets via Ticketpro (5%)
n/a (5%)
88. Is your ticketing department combined with any other departments?
17 responses, 1 multiple response
5% 5%
5%
10%
5%
43% 10%
5%
5%
5%
Accounting (5%) Audience & Donor Service (5%)
Audience/Patron Services (10%) Building Reception (5%)
Front of House (10%) Information Desk (5%)
Marketing (5%) Outreach & Awards (5%)
No (43%) n/a (5%)
Note:
• 18th respondent answered “Yes”.
99. Is your part-time staff unionized?
18 responses, 2 multiple responses
26%
79%
No (79%) Yes (26%)
Notes from respondents:
• “Box Office Attendants are unionized, Duty Managers are not”
• “Yes at my theatre, no at my arena”
1010. Please list the hourly part-time wages for each level of part-time employee.
Box Office Box Office Supervisor/Duty
Attendant/CSR Attendant/CSR/ Keyholder Manager
/PSR (starting PSR (wage
wage) increase)
Budweiser Gardens $14.25
Canadian Opera $16.00 $19.00
Company
Canadian Stage $22.00 $25.00
Chatham Capitol $15.00
Theatre
City of Brampton - $16.25
Performing Arts
Core Entertainment $14.25
FirstClass Group n/a
Tickets
Let's Talk $16.00
Entertainment
Living Arts Centre, City $16.05 $18.64
of Mississauga
National Arts Centre $20.00
National Ballet of $16.00
Canada
The Royal $14.25 $15.30 $18.00
Conservatory of Music
TO Live $14.25 $14.60 (after $20.40
probationary
period)
Tribute Communities $14.25 $14.55-15.55
Centre (based on years
of service, up to 5
years)
Young Centre for the $15.76 $17.86
Performing Arts
1111. Which of the following fees does your organization charge?
18 responses
18
16
16
14
14
12
Organizations
12 11
10
8
8
6 6
6
4 3
2 1
0
Fee Type
12. Which of the following fees is your organization responsible for setting?
18 responses
14 13
12 11
10
Organizations
10 9
8
6 5 5 5
4
2
2
0
Fee Type
1213. If your organization is not responsible for setting fees, please list who is.
10 responses
Canadian Stage On our productions in a rental venue that venue sets a
per-ticket service charge
Chatham Capitol Theatre Municipal government sets or approves some fees and
rental rates
City of Brampton - Performing We are responsible for setting the fees, but they must be
Arts approved by City Council
FirstClass Group Tickets n/a
National Ballet of Canada The Four Seasons Centre (owned by the COC)
Senators Sports & Entertainment Fees are mutually agreed upon by venue and
Ticketmaster.
The Royal Conservatory of n/a
Music
TO Live Ticketmaster sets the service charges and delivery fees.
Toronto Alliance for the Per-transaction is from Stripe
Performing Arts (TAPA)
Tribute Communities Centre Promoter sets own bump, credit card fees charged at 3%
1314. List your fee rates
18 responses
Facility Fee Per-Ticket Service Per- Delivery Subscription Consignment Exchange
Charge Transaction Fee Fee Fee Fee
Service
Charge
Budweiser $3.00 (can $3.00 Mail - n/a n/a n/a
Gardens vary) $5.00
Canadian $3.25 $9.00 n/a n/a $16.00 per n/a Single
Opera package Tickets -
Company $10.00
Some
Subscription
- $6.00
subscribers
Canadian $2.65 Subscription ticket $5.00
Stage $2.65
Single ticket $5.65
Rental event in our
venue $4.50
Chatham $1.00-$2.00 Mail - $1.00 per $1.50
Capitol $1.25 ticket in
Theatre contract
City of $2.00 on tickets $1.16 $3.25 Regular $5.75 per $5.00 per
Brampton - over $6.00 Mail - subscription order
Performing $3.25 order
Arts
Core $3.50 Various based on $6.50 Mail - $3.00 per $5.00 per
Entertainment ticket price $3.25 ticket ticket
Will Call -
$5.00
FirstClass n/a n/a n/a n/a n/a n/a n/a
Group Tickets
Let's Talk Various $2.00 n/a n/a n/a
Entertainment
Living Arts In person - $2.00 Phone order Mail - $6.00 per $2.00 per $5.00 per
Centre, City of Phone Orders under of tickets $3.00 ticket in ticket issued ticket
Mississauga $20.00 - $3.00 under subscription $1.00 per
Online/Phone orders $20.00 - ticket returned
over $20.00 - $5.00 $2.00 $1.00 per
Phone order ticket reprinted
of tickets
over $20.00/
Online -
$3.00
National Arts $3.50 $5.00-$9.00 $4.50 $3.00 $3.00
Centre
National Ballet $3.75 on tickets n/a n/a n/a n/a n/a $10.00 per
of Canada over $25.00 ticket
Patron $1.00-$3.00 $8.00-
Technology $10.00
Senators $4.00 Various $3.75
Sports &
Entertainment
14Facility Fee Per-Ticket Service Per- Delivery Subscription Consignment Exchange
Charge Transaction Fee Fee Fee Fee
Service
Charge
The Royal Koerner Hall - Koerner Hall - $8.00 N/A N/A N/A Koerner Hall - $2.50 per
Conservatory $3.00 Mazzoleni Hall - $8.00 per ticket
of Music Mazzoleni Hall - $5.00 ticket
$2.00 Temerty Theatre - Mazzoleni Hall
Temerty Theatre $5.00 - $5.00 per
- $2.00 Offisite venues - ticket
Offsite venues - $4.00 Temerty
$0 Streaming/Digital - Theatre -
$2.00 $5.00 per
ticket
TO Live Meridian Hall - Tickets $0.01-$10.00 $4.50 Regular $5.00-$13.50 $1.00 per n/a
$3.39 - $1.25 Mail - per ticket up to a
Meridian Arts $10.01-$20.00 - $4.50 subscription set limit (set by
Centre (George $1.75 UPS/ venue size)
Weston Recital $20.01-$30.00 - XpressP $2.00 per
Hall and Lyric $3.25 ost - ticket for
Theatre) - $3.39 $30.01-$40.00 - $16.00 additional
Meridian Arts $4.75 orders
Centre $40.01-$50.00 -
(Greenwin $6.25
Theatre and $50.01-$60.00 -
Studio Theatre) $8.00
- $1.70 $60.01-$70.00 -
St Lawrence $9.75
Centre (Bluma $70.01-$80.00 -
Appel Theatre $10.70
and Jane Mallett $80.01-$90.00 -
Theatre) - $3.39 $11.25
All venues $90.01+ - $11.75
(tickets under
$15.00) - $1.13
Toronto Tickets $5.00 - $1.50
Alliance for the Tickets $25.00 -
Performing $4.50
Arts (TAPA)
Tribute $2.50 Tickets $0.00-$14.99 $3.50 Will Call - $5.00 per
Communities - $2.30 $2.00 transaction
Centre $15.00-$29.99 - Mail -
$4.40 $5.00
$30.00-$49.99 - Express
$5.95 Courier -
$50.00-$89.99 - $20.00
$7.15
$90.00+ - $8.70
Young Centre $4.23 on tickets Tickets $0.00-$5.00 - n/a Mail - $5.00 per
for the over $5.00 $0.00 $2.00 ticket
Performing $5.00-$25.00 - $2.83 Courier -
Arts $25.00+ - $6.22 $25.00
1515. List your fees’ sales channels
Facility Fee – 10 responses
• All Sales Channels - 10
Per-Ticket Service Charge – 12 responses
6
5
4
3
2
1
0
All Channels In Person Online Phone
Per-Transaction Service Charge – 11 responses
7
6
5
4
3
2
1
0
In person Online Phone
Delivery Fee – 3 responses
3
2
1
0
All Channels Online
16Subscription Fee – 2 responses
• All Sales Channels – 2
Consignment Fee – 5 responses
4
3
2
1
0
All channels Box Office Phone
Exchange Fee – 8 responses
5
4
3
2
1
0
All channels Box Office Phone
1716. What accessibility accommodations does your organization offer?
14 responses
Impaired Mobility Visual Impairment Hearing Autism Spectrum Other Accommodations
Impairment and similar needs
Budweiser Fully accessible Interpreters on Listening assistance
Gardens venue request devices available
Canadian 3 of our 4 venues None 2 of our 4 venues None
Stage are accessible. have hearing assist
systems. Live online
events have not
been captioned, but
any pre-recorded
material or
recordings of live
events available
after the fact have
been captioned
during the
pandemic.
Chatham Ushers to assist None Hearing Assist None None - can consider
Capitol with walkers etc. devices requests on an individual
Theatre Elevator basis
City of Accessible seating None Hearing assist Accessible seating Currently under review
Brampton - Barrier free seating devices if requested
Performing
Arts
Core Accessible seating Seating assistance Hearing assist Quiet room
Entertainment at purchase, devices available
including use of
house seats.
FirstClass n/a n/a n/a n/a n/a
Group Tickets
Let's Talk Discounted pricing Reserved seats Venue-specific None n/a
Entertainment near front
Living Arts Complimentary use Hearing Assisted
Centre, City of of wheelchair at the Devices
Mississauga Information Desk
National Arts Wheelchair Closer seats Closer seats None None
Centre accessible seating Sign language
interpreter
National Ballet Accessible seating Assisted hearing Upcoming - first
of Canada locations through devices available relaxed
the hall at different first come, first performance in
price levels serve March 2022
18Impaired Mobility Visual Impairment Hearing Autism Spectrum Other Accommodations
Impairment and similar needs
The Royal 8 removable chair Magnifying sheets Listening devices A quiet room in Accredited service
Conservatory locations to may be borrowed Koerner Hall, Animals are welcome
of Music accommodate Large print separated from the We encourage a scent
impaired mobility programs are audience, for free environment
4 wheelchairs to available on request people with sensory
assist patrons considerations,
Lower counters at those on the autism
the box office and spectrum,
bars ADD/ADAHD, or a
Elevator access to learning disability is
each floor available to patrons
upon request.
Concerts are
watched through a
glass window, with
controllable volume.
TO Live Removable seating Limited braille on Complimentary None None
for patrons using signage hearing aids
wheelchairs Captioning for
Adaptable seating select online
for patrons requiring performances
barrier-free access
Wheelchairs
available for patron
use
Advance seating
Tribute Accessible seating Blindsquare app Hearing assistive Sensory kits with a Accessibility coordinator
Communities Wheelchair Braille signage devices range of items who manages accessible
Centre accessible counter Type magnifying ASL-trained staff including noise accommodation
heights devices at the Box cancelling customer service and
Office headphones, tinted identifies areas of
glasses, fidget toys, accessible amenity
ear plugs, vocab improvements
boards continuously.
Young Centre Soulpepper offers None - looking into During the last 2 There is a Visual
for the an ODSP price Audio Description seasons of Guide about getting
Performing for some shows Soulpepper, at least to and around the
Arts 3 shows had building, for the past
performances with 2 seasons,
ASL interpreters Soulpepper has
offered Relaxed
Performances for 3
of their productions.
During these shows
there is a Quiet
Room available for
patrons.
1917. How much do you charge for support worker or companion seating tickets?
16 responses, 1 multiple response
6%
18%
47%
29%
Complimentary (18%) Discounted (29%) Full Price (47%) n/a (6%)
Notes from respondents:
• “Companion pays full price but is able to sit in accessible or barrier free section
with guest. Support workers, with Access 2 program card, are complimentary”
• “Pricing decided by rental client; majority charge full price”
• “Discounted, For CNIB companions in LAC presents – 50% off”
18. Which sales channels do you use for accessible tickets?
16 responses
16
14
12
Organizations
10
8
6
4
2
0
In person Online Phone
Sales Channel
20Part 2: Individual Survey
211. Are you an OPTA member?
43 responses
2%
98%
Yes (98%) No (2%)
2. How many years have you been an OPTA member?
42 responses
2%
12% 12%
7%
26%
40%
1 (12%) 2-5 (26%) 6-10 (40%)
11-15 (7%) 16-20 (12%) 21+ (2%)
223. Are you a member of INTIX?
42 responses
31%
69%
Yes (31%) No (69%)
4. Have you attended an INTIX conference in the past five years?
43 responses
35%
65%
Yes (35%) No (65%)
235. Employment Status
43 responses, 3 multiple responses
I am currently:
2%
2% 2% 4%
4%
7%
13%
64%
Consultant in ticketing and other industries (2%)
Employed full time in combined ticketing and ticketing-adjacent position
(4%)
Employed full-time in ticketing (64%)
Employed in a ticketing-adjacent profession (13%)
Furloughed from a ticketing position (7%)
Retired/Semi-Retired (4%)
Self-employed ticketing agency, temporarily closed (2%)
Working in another industry (2%)
246. How many years have you worked in the ticketing industry?
43 responses
2%
5% 7%
5%
12%
23%
9%
9%
28%
1-5 (7%) 6-10 (23%) 11-15 (28%) 16-20 (9%) 21-25 (9%)
26-30 (12%) 31-35 (5%) 36-40 (5%) 41-45 (2%)
7. My gender is:
43 responses
2%
30%
67%
Female (67%) Male (30%) Queer Woman (2%)
258. My ethnic identity is:
40 responses
3% 3%
3% 5%
8%
80%
Canadian (5%) Desi (3%) European (80%)
Middle Eastern (3%) Mixed Race (8%) POC (3%)
Notes:
Responses included under “European” category:
• Anglo-Saxon
• Canadian - Caucasian
• Canadian – white
• Caucasian
• European – Irish/Dutch
• European Canadian
• Portuguese-Canadian
• White
• White/Jewish
Responses included under “Mixed Race” category:
• Bi-racial
• Mixed Race (Chinese and white)
• White/latinx/indigenous
269. I am part of the LGBTQIA2 community:
43 responses
26%
74%
Yes (26%) No (74%)
10. I have a disability:
43 responses
5%
95%
Yes (5%) No (95%)
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