Partners in Technology: Queensland Government ICT Industry Research Project
Industry Partners Benchmark Survey...Words of welcome Dear friends, As Chair of the Industry...
Transcript of Industry Partners Benchmark Survey...Words of welcome Dear friends, As Chair of the Industry...
2020
Industry Partners Benchmark Survey
Global Barometer – bi-annual report on
industry developments.
World Map of Venues – report on
trends in venue space and project
developments globally.
Economic Impact Study – report on
the value of exhibitions globally and
regionally.
United Nations Sustainable
Development Goals – report on the
economic, social and environmental
impact of different exhibition industry
projects.
Global Visitor Insights and Global
Exhibitor Insights – data-driven
research reports on visitor feedback and
exhibitor expectations.
Best Practice Compendiums – case
studies of successful industry
developments.
Special Industry Topics – a wide
range of bespoke reports on specific
industry topics.
Euro Fair Statistics – annual list of
certified data for Europe, by country.
The Trade Fair Industry in Asia –annual analysis of market developments for
Asia/Pacific, by country.
The Exhibition Industry in Middle East
- Africa (MEA) – overview of the exhibition
market in the MEA region.
The Exhibition Industry in Latin
America – the first comprehensive overview
by UFI of the exhibition industry Latin
America.
UFI Research Patron:
Freeman is the world’s leading brand experience company. They help their clients
design, plan and deliver immersive experiences for their most important audiences.
Through comprehensive solutions, including strategy, creative, logistics, digital solutions
and event technology, Freeman helps to increase engagement and drive business
results. What makes them different is their collaborative culture, intuitive knowledge,
global perspective and personalised approach.
UFI Research is available at
www.ufi.org/research
UFI Research: an overview
GlobalReports
RegionalReports
TopicalReports
Focused reports on challenges and
developments within the exhibition industry.
Regular market overviews of UFI‘s
chapter regions.
Analysing the global exhibition industry
with global comparisons.
2© jwc/UFI
The UFI Industry Partners Working Group is a diverse group of motivated industry experts offering a broad range of services. All members share a common goal – to work closely with organisers and venues to help them create and sustain successful exhibitions. As the exhibition industry continues to evolve, “we offer a vital partnership, adding our valuable support across key areas and professions.”
Definition: Industry Partners work closely with organisers and venues to help create and sustain successful exhibitions.
Mission and activities: the UFI Industry Partners Working Group and its members commit to facilitate the transfer of knowledge and the sharing of best practices and insights from their entire spectrum of activities, industries served and services provided. It does this by using Working Group meetings as discussion forums, conducting specific industry research studies and showcasing best practice examples through the UFI Awards scheme.
Industry Partners Working Group
3© jwc/UFI 2020
Words of welcome
Dear friends,
As Chair of the Industry Partners Working Group, I am extremely proud to provide you with our first global Industry Partners Benchmark Survey. We believe this is the first survey of it’s kind in our industry to focus on the value that organisers place on their suppliers.
The survey will be of great interest to suppliers and partners worldwide, by giving them key insights into the true nature of the relationships between organisers and the companies that support their events.
I take this opportunity to thank and congratulate Sebastian Witt (our Co-Vice-Chair), who has dedicated many hours to constructing the survey and analysing the results. A big thank you also to his jwc team for their immense contribution. They’ve all been amazing !
This “new” Working Group is here to stay. I express gratitude to each member for their support, with a very special mention for my current Vice-Chairs Jo-Anne Kelleway and Sebastien Witt, and those from the previous year, Jochen Witt and UFI’s Angela Herberholz. Thank you for your contributions!
Best wishes,
Ravinder Sethi Chairman Industry Partners Working Group
4© jwc/UFI 2020
Industry Partners Benchmark Survey: objectives
Developed by the UFI Industry Partners Working Group, this survey aims to benchmark and assess the relationships between industry partners/suppliers and exhibition organisers/venues, as well as identifying areas for improvement with regard to collaboration.
The results demonstrate that industry partners are regarded as an essential and valuable component of our industry. Overall satisfaction levels with regard to service delivery are relatively high. The results indicate that some of the less-utilised services may have a stronger impact on the outcome of an event than those more commonly relied upon. The results also show that the duration of cooperation between industry partners and their customers has a strong positive correlation to satisfaction levels.
Despite the overall positive feedback, the results also indicate a demand for more innovation from industry partners and that an increase in data sharing between industry partners and their customers could bring additional value.
5© jwc/UFI 2020
Survey participation indicators
Descriptive statistics
51%
28%
17%
4%
Organiser and venue operator
Exhibition organiser
Venue operator
Other (please specify)
46%
33%
8%
7%6%North America
Africa
Asia/Pacific
Middle East - Africa
Central and South America
Europe
1%
Total number of survey participants: 212
86% UFI members
Region Function
6© jwc/UFI 2020
Descriptive statistics
▪ The Industry Partners Benchmark Survey was run from January-March 2020.▪ A total of 7,988 invitations were sent.▪ Target groups: organisers, venue operators, and organisers and venue operators.▪ A total of 212 individuals participated, of which 86% are UFI members.▪ The majority of respondents (79%) are from Europe and Asia/Pacific.▪ Due to the limited number of survey respondents, a geographical analysis of results was only possible for
Europe and Asia/Pacific.
7© jwc/UFI 2020
Question 1: Which of the following services does your company use?
8© jwc/UFI 2020
Percentage of all survey participants using services
Booth construction is the most relied-upon service
0
10
20
30
40
50
60
70
80
90
100
Catering Freight forwarder/
logistics
Booth construction
Security/ security
staff
General service contractor
(decor)
Event technology/
software
Marketing and communications
EquipmentConsultancy Other (please specify)
80% 79%
71%70%66%
60% 58% 58%
37%
12%
Perc
enta
ge o
f su
rvey
par
tici
pan
ts u
sin
g se
rvic
e
9© jwc/UFI 2020
Percentage of survey participants using services by target group
Organisers with their own venues use service providers the most
0
10
20
30
40
50
60
70
80
90
100
Booth construction
47%
Catering Consultancy
74%
Equipment
80%
47%
58%
Other (please specify)
59
69
45
85%
19%
86%93%
73%
85%
47%
60%
47%
78%75%
36%
13%
37%
22%
51%
39%
58%
72%68%
58%
76%
93%
3%
61%
Pure organiser
Pure venue owner
Organiser and venue owner
Perc
enta
ge o
f su
rvey
par
tici
pan
ts u
sin
g se
rvic
e
Marketing and communications
Event technology/
software
Freight forwarder/
logistics
General service contractor
(decor)
Security/ security
staff
10© jwc/UFI 2020
Percentage of survey participants using services by region
European companies use service providers more than companies in Asia/Pacific
0
10
20
30
40
50
60
70
80
90
100
Catering General service contractor
(decor)
Equipment
91%
Marketing and communications
Event technology/
software
Consultancy Other (please specify)
67%
51
41%
64
Freight forwarder/
logistics
53%
8%
Security/ security
staff
66%
89%
44%
31%
Booth construction
70%
84%
54%
63%
49%
66%70%
56%
78%
60%
16%
Asia/Pacific
Europe
Perc
enta
ge o
f su
rvey
par
tici
pan
ts u
sin
g se
rvic
e
11© jwc/UFI 2020
Percentage of survey participants using services by region and country
India and China drive down overall use of services in Asia/Pacific
0
10
20
30
40
50
60
70
80
90
100
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
54%
Security/ security
staff
40
67%
57
38%
69%
55%
46%
Marketing and communications
38%38% 31%
50%
25%23%
38
46% 46%38%
59%55%
Catering
76%
31%
Booth construction
12%
50%
13%
63%
50%
25%
8%
38%
50%
78%
Event technology/
software
Consultancy Equipment
69%
China
Asia Pacific w/o China and India
India
Perc
enta
ge o
f su
rvey
par
tici
pan
ts u
sin
g se
rvic
e
12© jwc/UFI 2020
Use of services: key takeaways
▪ Booth construction is the most relied-upon service, followed closely by staff and security.▪ The reason for the heavy reliance on staff and security is because these services are usually outsourced,
with few organisations having staff in-house.▪ Consultancy services are amongst the least-used services.▪ Many of the most-used services can be considered mandatory services needed to run an event, while
services such as consultancy are used on a more voluntary basis.▪ Pure venue owners rely the least on service providers.▪ Europe relies most heavily on service providers, while Asia/Pacific relies on them much less. This trend is
driven by China and India, where an average of just 38%-40% of companies use service providers.
13© jwc/UFI 2020
Question 2: Rate the impact that the service of your industry partner has onoverall event success (1= low impact, 5= high impact)
14© jwc/UFI 2020
Perceived impact of service on event success (1 = low, 5 = high) amongst all participants
While booth construction is the most-used service, marketing and communications are perceived to contribute the most to event success
4,23,9
4,4
3,3
3,84,2
3,9 3,94,1
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
Ø 3,6
0,0Ran
k: 1
= lo
w im
pac
t, 5
= h
igh
imp
act
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
15© jwc/UFI 2020
Perceived impact of service on event success (1 = low, 5 = high) by target group
Venue owners do not perceive those services as valuable, which typically are of high relevance for the event (e.g. communication and marketing, booth construction)
4,3
3,7
4,5
3,2
3,84,1 4,0 4,0 4,04,1 4,1
4,3
3,43,8
4,3
3,8 3,7
4,2
3,7
4,2 4,0
3,2
3,9 4,1
3,63,9
4,2
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
4,03,8
3,5
0%
Pure venue owner
Pure organiser
Organiser and venue owner
Ran
k: 1
= lo
w im
pac
t, 5
= h
igh
imp
act
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
16© jwc/UFI 2020
Perceived impact of service on event success (1 = low, 5 = high) by region
There are no notable differences in the perceived impact of services between Europe and Asia/Pacific
4,34,0
4,5
3,4
3,8
4,2
3,8 3,94,24,1
3,84,2
3,4
4,0 4,1 4,0 3,94,1
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
4,03,9
Europe
Asia/Pacific
Ran
k, 1
= lo
w im
pac
t, 5
= h
igh
imp
act
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
17© jwc/UFI 2020
Impact of services on event success: key takeaways
▪ Although booth construction is relied upon most frequently, it is not considered to be the most relevant factor in terms of overall event success.
▪ Marketing and communications are seen as the most significant lever for event success. The fact it is possible to track the success of marketing efforts more effectively than other services may go some way to explaining this. These services also directly contribute to securing event participation.
▪ Consultancy services are perceived to have the lowest impact on event success, suggesting the overall quality of these services within the industry may not be sufficient, and the quality of service providers may be too inconsistent.
▪ The perceived impact of services on event success are relatively homogeneous, suggesting that a successful event requires a wide array of services.
▪ Although service use varies greatly between target groups and regions, perceived impact is regarded similarly between these groups.
18© jwc/UFI 2020
Question 3: Rate the impact that the services of your industry partner have onthe overall business. (1= low impact, 5= high impact)
19© jwc/UFI 2020
Perceived impact of services on overall business success (1 = low, 5 = high) amongst all participants
The perceived impact of services on overall business successis similar to the perceived impact on event success
4,03,7
4,2
3,33,6
3,93,6 3,6
3,8
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
0,0
Ø 3,4
Ran
k: 1
= lo
w im
pac
t, 5
= h
igh
imp
act
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
20© jwc/UFI 2020
Perceived impact of services on overall business success (1 = low, 5 = high) by target group
Consultancy services are perceived to have the lowest impact on overall business success
4,1
3,5
4,4
3,33,5
3,93,6 3,7 3,7
3,9 3,94,1
3,33,5
4,0
3,4 3,53,73,6
4,24,0
3,1
3,8 3,93,7 3,5
4,1
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
3,7
0%
3,8
3,7
Pure organiser
Pure venue owner
Organiser and venue owner
Ran
k: 1
= lo
w im
pac
t, 5
= h
igh
imp
act
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
21© jwc/UFI 2020
Perceived impact of services on overall business success (1 = low, 5 = high) by region
The perceived impact of services on overall business success is similar across Europe and Asia/Pacific
4,03,7
4,2
3,33,5
3,8
3,4 3,43,8
4,0 3,8
4,2
3,3
3,84,0
3,8 3,8 3,9
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
3,83,7
Europe
Asia/Pacific
Ran
k: 1
= lo
w im
pac
t, 5
= h
igh
imp
act
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
22© jwc/UFI 2020
Impact of services on business success: key takeaways
▪ The impact of service providers on overall business success is marginally lower than their impact on event success.
▪ Like their impact on event success, their impact on overall business success is relatively homogeneous.▪ Consultancy services are seen as the least significant in terms of overall business success. ▪ These effects hold true across the different target groups and geographic regions.
23© jwc/UFI 2020
Question 4: How satisfied are you with your relationship with your most important industry partner (that which is most relevant to the success of your event)? (1= not satisfied at all, 5 =
very satisfied)
24© jwc/UFI 2020
Satisfaction with most important service provider (1= not satisfied at all, 5 = very satisfied) amongst all survey participants
Close to 80% of participants are satisfied with their most important service provider
Rank: 1= not satisfied at all, 5 = very satisfied
0
10
20
30
40
50
60
70
80
90
100
0%
2
2%
1 3 4 5
53%
20%24%
Perc
enta
ge o
f su
rvey
par
tici
pan
ts(%
)
25© jwc/UFI 2020
Satisfaction with most important service provider (1= not satisfied at all, 5 = very satisfied) by target group
Pure organisers are marginally more satisfied with their most important service provider than the other target groups
4,13,8 3,8
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
Ø 3,9
Pure organiser
Organiser and venue owner
Pure venue owner
Ran
k: 1
= n
ot
sati
sfie
d a
t al
l, 5
= ve
ry s
atis
fied
26© jwc/UFI 2020
Satisfaction with most important service provider (1= not satisfied at all, 5 = very satisfied) by region
Satisfaction with their most important service provider is similar amongst participants in Europe and Asia/Pacific
4,0 3,9
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
Europe
Asia/Pacific
Ran
k: 1
= n
ot
sati
sfie
d a
t al
l, 5
= ve
ry s
atis
fied
27© jwc/UFI 2020
Satisfaction with most important service provider: key takeaways
▪ The overall satisfaction rate with the most important service provider is extremely positive, with 80% of participants giving a rating of either 4 or 5.
▪ Nearly 25% of all participants gave their most important service provider the highest possible rating of “very satisfied”.
▪ None of the participants gave a “not satisfied at all” rating, and just 2% gave a rating of 2. ▪ There are no significant differences between target groups and regions.
282020
Question 5: How satisfied are you with your relationship to your other industrypartners? (1= not satisfied at all, 5 = very satisfied)
29© jwc/UFI 2020
Satisfaction with other service providers (1= not satisfied at all, 5 = very satisfied) amongst all participants
Satisfaction with other service providers is slightly lower than with the most important service provider, but still fairly positive
3,83,6
3,73,5
3,6 3,53,7 3,7 3,7
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
3,6
0,0Ran
k: 1
= n
ot
sati
sfie
d a
t al
l, 5
= ve
ry s
atis
fied
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
30© jwc/UFI 2020
Satisfaction with other service providers (1= not satisfied at all, 5 = very satisfied) by target group
Pure organisers are marginally more satisfied with their other service providers than the other target groups
3,9
3,53,8
3,5 3,6 3,63,9 3,9 3,73,8
3,5 3,63,4
3,6 3,5 3,5 3,5 3,63,6 3,7 3,63,3
3,73,4 3,5 3,4
3,7
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
3,5
3,73,5
0%
Pure organiser
Organiser and venue owner
Pure venue owner
Ran
k: 1
= n
ot
sati
sfie
d a
t al
l, 5
= ve
ry s
atis
fied
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
31© jwc/UFI 2020
Satisfaction with other service providers (1= not satisfied at all, 5 = very satisfied) by region
Satisfaction with other service providers is similar across Europe and Asia/Pacific
3,83,6
3,83,6 3,7 3,6 3,7 3,7 3,73,8
3,5 3,63,4
3,73,5
3,9 3,7 3,7
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
3,73,6
Europe
Asia/Pacific
Ran
k: 1
= n
ot
sati
sfie
d a
t al
l, 5
= ve
ry s
atis
fied
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
32© jwc/UFI 2020
Satisfaction with other service providers: key takeaways
▪ Overall satisfaction with other service providers is relatively high and spread extremely evenly between different service categories.
▪ There are no significant differences between target groups or geographic regions.
33© jwc/UFI 2020
Question 6: Please rate how satisfied you are with the innovation provided by yourindustry partner? (1 = Not at all satisfied, 5= Very satisfied)
34© jwc/UFI 2020
Satisfaction with innovation from service providers (1= not satisfied at all, 5 = very satisfied) amongst all participants
While participants are generally satisfied with the level of innovation from their service providers, it is lower than overall satisfaction
3,2 3,0
3,53,1
3,33,5
3,1 3,2 3,0
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
0,0
3,63,9
3,2
Ran
k 1=
no
t sa
tisf
ied
at
all,
5 =
very
sat
isfi
ed
Satisfaction with most important service provider
Ø
Satisfaction with other service providers
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
35© jwc/UFI 2020
Satisfaction with innovation from service providers (1= not satisfied at all, 5 = very satisfied) by target group
Satisfaction with innovation from service providers is relatively even between target groups
3,22,9
3,53,2 3,3
3,53,2 3,2
3,13,1 3,23,5
3,2 3,23,6
2,9 3,0 2,93,03,2
3,4
2,6
3,3 3,22,9 2,9 3,1
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
3,2
0%
3,03,2
Pure organiser
Pure venue owner
Organiser and venue owner
Ran
k: 1
= n
ot
sati
sfie
d a
t al
l, 5
= ve
ry s
atis
fied
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
36© jwc/UFI 2020
Satisfaction with innovation from service providers (1= not satisfied at all, 5 = very satisfied) by region
Satisfaction levels regarding innovation from service providers are similar across Europe and Asia/Pacific
3,1 3,23,4 3,3 3,3
3,6
3,03,2
3,13,3
2,9
3,5
3,03,3
3,5
3,1 3,0 3,0
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
3,33,2
Europe
Asia/Pacific
Ran
k: 1
= n
ot
sati
sfie
d a
t al
l, 5
= ve
ry s
atis
fied
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
37© jwc/UFI 2020
Innovation: key takeaways
▪ Overall satisfaction amongst participants with regard to innovation from service providers is lower than their overall satisfaction with their most important service provider and other service providers.
▪ This suggests there is demand for more innovation from service providers.▪ Marketing and communications service providers are perceived to be the most innovative.▪ There are no significant differences between target groups or geographic regions.
38© jwc/UFI 2020
Question 7: In which segment do you see the biggest investment to enhancethe quality of your event within the next 12-18 months?
39© jwc/UFI 2020
Key segments for investment amongst all participants
Event technology is the key area of investment for enhancing the quality of events
0
10
20
30
40
50
60
70
80
90
100
67%
8%8%
27%
15%
54%
7%
17% 17% 17%Perc
enta
ge o
f su
rvey
par
tici
pan
ts(%
)
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
40© jwc/UFI 2020
Key segments for investment by target group
Pure venue owners and pure organisers place most importance on event technology when it comes to enhancing the quality of events
0
10
20
30
40
50
60
70
80
90
100
72%
7%
25% 25
7%
23
31%
15%
6%
21
32%
8%11%
27%19%
14%
64%
56%
7%
33%
0%
10%7%7%
15%19%
54%
9%
20%14%
22%
8%
72%
Pure organiser
Organiser and venue owner
Pure venue owner
Perc
enta
ge o
f su
rvey
par
tici
pan
ts (
%)
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
41© jwc/UFI 2020
Key segments for investment by region
Asia/Pacific has a bigger focus on event technology than Europe, which has a bigger focus on marketing and communications
0
10
20
30
40
50
60
70
80
90
100
21%
7%
Ø 24
9%
31%
71%
44%
Ø 24
10% 10%13%17%15%
61%
20%26%
60%
5%
16% 16% 14%
4%
Europe
Asia/Pacific
Perc
enta
ge o
f su
rvey
par
tici
pan
ts (
%)
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
42© jwc/UFI 2020
Future investments: key takeaways
▪ The key areas of investment for the future development of events are perceived to be marketing and communications, and event technology and software. Participants believe other service areas will have only a marginal impact on the future development of events.
▪ Consultancy services are perceived to have only a marginal impact on the future development of events.▪ Survey participants in Asia/Pacific place a larger emphasis on event technology and software than their
European counterparts. Meanwhile, marketing and communications is perceived to play a more significant role in Europe than in Asia/Pacific.
43© jwc/UFI 2020
Question 8: On a scale of 1-5, how likely are you to recommend your most importantindustry partner (that which is most relevant to the success of your event)?
(1=not at all, 5= very likely)
44© jwc/UFI 2020
Likelihood of recommending most important service provider (1 = not at all, 5 = very likely) amongst all participants
Companies providing booth construction services are most likely to get recommended
4,03,6 3,7
3,43,6 3,7 3,7 3,7 3,6
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
3,7
0,0Ran
k: 1
= n
ot
at a
ll, 5
= v
ery
likel
y
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
45© jwc/UFI 2020
Likelihood of recommending most important service provider (1 = not at all, 5 = very likely) by target group
Pure venue owners are least likely to recommend their most important service provider
4,0
3,43,7
3,43,6 3,7 3,9 3,8 3,6
3,93,7 3,6
3,33,6 3,7
3,5 3,5 3,63,63,8
3,5
3,1
3,5 3,5 3,4 3,4 3,5
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
0%
3,4
3,63,6
Pure organiser
Organiser and venue owner
Pure venue owner
Ran
k: 1
= n
ot
at a
ll, 5
= v
ery
likel
y
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
46© jwc/UFI 2020
Likelihood of recommending most important service provider (1 = not at all, 5 = very likely) by region
The likelihood of recommending their most important service provider is similar for participants in Europe and Asia/Pacific
4,03,7 3,6
3,43,6 3,7 3,6 3,5 3,7
3,93,5
3,73,3
3,5 3,73,9
3,7 3,6
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
3,73,7
Europe
Asia/Pacific
Ran
k: 1
= n
ot
at a
ll, 5
= v
ery
likel
y
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
47© jwc/UFI 2020
Recommending most important service providers: key takeaways
▪ The likelihood of survey participants to recommend their most important service provider is very high (rating of 3.7).
▪ This score is closely linked to their overall satisfaction with their most relevant service provider (rating of 3.9).
▪ Companies that provide booth construction services are most likely to be recommended .▪ Once again, consultancy service providers are not as likely to get recommended as others – again seeming
to indicate the inconsistent levels of quality amongst different consultancy companies.▪ There are no significant differences between target groups and geographic regions.
48© jwc/UFI 2020
Question 9: How long (in years) have you worked with your most important industry partner?
49© jwc/UFI 2020
Length of business relationship with most important service provider
Companies providing booth construction services enjoy high loyalty from their clients
1
11 12
26
43
72
1925 26
136
26 22
14 16
6
2217
9 7
39
2
1621 23 21
17
8
30
2016 14
13
1
13
1526
32
13
4
14 17
23 27
15
2
1814
29 29
7
0
10
20
30
40
50
60
70
80
90
100
15
1 5 to 102 to 4 4 to 5 NA10+
17
Perc
enta
ge o
f s
urv
ey p
arti
cip
ants
Booth construction
Catering
Equipment
Consultancy
Marketing and communications
Event technology/software
Freight forwarder/logistics
General service contractor (decor)
Staff and security
Length of relationship in years
50© jwc/UFI 2020
Length of collaboration: key takeaways
▪ There is a clear relationship between the length of collaboration and the value attributed to these collaborations.
▪ Booth construction service providers enjoy the longest relationships with their clients.▪ Despite being a major factor for success, the length of collaboration between marketing and
communications service providers and their clients is relatively short, which suggests that clients are prone to switching service providers more frequently.
51© jwc/UFI 2020
Question 10: Do you believe you would receive a better service if you shared moredata/information with your industry partners (i.e., business information,
customer data, operational insights, etc.)?(1= not at all, 5= yes, definitely)
52© jwc/UFI 2020
Perceived positive effect of information sharing with service providers (1 = not at all, 5 = yes, definitely)
The quality of services in the areas of event technology and marketing, in particular, would improve with an increase in the data transferred between client and contractor
3,53,2
3,93,7
3,2
3,9
3,3 3,3 3,4
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
3,5
0,0Ran
k: 1
= n
ot
at a
ll, 5
= y
es, d
efin
itel
y
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
53© jwc/UFI 2020
Perceived positive effect of information sharing with service providers (1 = not at all, 5 = yes, definitely) by target group
Pure venue owners believe they would benefit most from an increase in the data transferred between them and their contractors
3,5
2,9
4,03,7
3,0
3,9
3,2 3,2 3,33,4 3,4
3,83,5
3,1
3,7
3,3 3,3 3,4
3,9 3,73,9 3,8
3,6
4,23,8
3,63,8
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
3,8
3,43,4
0%
Pure organiser
Pure venue owner
Organiser and venue owner
Ran
k: 1
= n
ot
at a
ll, 5
= y
es, d
efin
itel
y
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
54© jwc/UFI 2020
Perceived positive effect of information sharing with service providers (1 = not at all, 5 = yes, definitely) by region
The value of data sharing is perceived to be marginally higher in Asia/Pacifict han in Europe
3,4
3,0
3,7 3,7
3,1
3,8
3,1 3,2 3,2
3,63,4
3,93,7
3,3
3,93,6
3,33,5
0,0
0,5
1,0
1,5
2,0
2,5
3,0
3,5
4,0
4,5
5,0
3,63,4
Europe
Asia/Pacific
Ran
k: 1
= n
ot
at a
ll, 5
= y
es, d
efin
itel
y
Other (please specify)
General service contractor
(decor)
Freight forwarder/
logistics
Security/ security
staff
Marketing and communications
CateringBooth construction
Event technology/
software
Consultancy Equipment
55© jwc/UFI 2020
Data sharing: key takeaways
▪ There is a clear belief that increasing the amount of information shared service providers and organiser and venue operators can be beneficial.
▪ This holds true especially for organisations that provide marketing and communications services and those who provide event technology services.
▪ Pure venue owners believe most strongly that information sharing can improve event success.▪ There are no significant differences between geographic regions.
56© jwc/UFI 2020
Summary and final remarks
▪ Service providers remain an integral and essential part of the exhibition and trade fair industry.▪ Satisfaction with service providers within the industry is relatively high, whilst the length of collaboration
between clients and customers has a big impact on overall satisfaction levels.▪ There is a strong demand for more innovation from service providers and increased information sharing
between companies and service providers.
Next steps The Industry Partners Working Group is dedicated to running the Industry Partners Benchmark Survey on an regular basis.
Questions related to this survey can be addressed to Angela Herberholz, UFI Programme Manager, at [email protected]
This research is available online at www.ufi.org/research
57© jwc/UFI 2020