Case Study: Florida State University boosts customer satisfaction and revenue with AudienceView and Booking Protect

Florida State University - Customer Case Study

Florida State University’s School of Theatre worked hard to deliver a strong customer experience, but its strict “all sales are final” no-refund policy still led to refund requests, disputes, and occasional chargebacks when patrons faced unexpected issues. AudienceView helped address this challenge through AudienceView Unlimited, with Booking Protect offered as an optional add-on during checkout to give customers more confidence when buying tickets.

By integrating Booking Protect through AudienceView, FSU added a low-friction refund protection option that handles refund claims for covered unforeseen circumstances. The result was better customer satisfaction, fewer refund-related conflicts, and a new revenue stream at no activation cost or added operational burden, while FSU kept full ticket revenue even when a refund was processed.

Florida State University

Sarah Goodson

Director of the Fine Arts Ticket Office