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Dimension Labs

Industry

Fan experience analytics for sports and live entertainment

Read every fan survey, review and post. Find which part of game day actually moves renewals and attendance, joined to your ticketing data.

Start now › See pricing ›
Ask Which part of game day moves season ticket renewal?

We work with enterprises such as NBA, Travelers, Mars and Concentrix.

NBATravelersMarsDisneyConcentrixIntuitSeattle MarinersDropboxAmerican Red CrossResideoNetflixThomson ReutersAsicsStakeEasygoFleishmanHillard
[01] The problem

Win-loss explains attendance. Everything else is in the surveys.

Teams collect thousands of post-game survey comments a season. Most get read once, if at all, and never get joined to who renewed.

Right now
  • 01Post-game surveys are summarized, not measured
  • 02Season ticket renewal risk is spotted too late
  • 03Concessions, entry and app issues are read separately
  • 04The effect of losing streaks is assumed, not measured
  • 05Sponsors ask for proof of fan sentiment

Fans tell you exactly what would bring them back. Tens of thousands of times a season.

[02] EnrichOne record, structured

Language in. Structured data out.

Every record is read in full and written back with dozens of typed Dimensions, the same way every run. Here is what that looks like for sports and live entertainment.

enrichment · one record
Raw text

Eleven years as a season ticket holder and the new app wouldn't load my tickets at the gate. We missed the first quarter standing in line. I'm seriously reconsidering renewing.

Fan survey · season ticket member · account joined
Dimensions written to the record
  • Loyalty Signal11-year member
  • Customer Segmentseason ticket
  • Digital & App Experiencefailed at entry
  • Primary Frictionticket access
  • Emotional Intensityhigh
  • Churn & Cancellation Riskrenewal at risk

Each colour links a phrase in the raw text to the Dimensions extracted from it. Hover either side.

[03] The product
3.1 · Read everything

Every record, enriched.

Start with one export of fan surveys, reviews, app feedback and social posts, or connect every channel. Every record comes back with typed Dimensions like loyalty signal, digital and app experience, service speed and wait, customer segment and churn risk, written the same way every run, then joined to ticketing, attendance, game results and concessions.

  • Read every record, not a sample
  • Join each record to ticketing, attendance, game results and concessions
  • Add your own Dimensions in plain English
  • Backfill years of history in the same run
dimension labs · blend
3.2 · Prove the cause

Ask why. Get proof.

Ask in plain English. The agent writes the queries, controls for what would confound the answer, and ranks each issue by its measured effect on renewal, attendance and spend per cap, with an effect size and a confidence interval. Findings that fail the robustness checks are never reported as causal.

  • Which part of game day moves season ticket renewal
  • Separate the effect of losing from the effect of the experience
  • Find the members at risk before renewal
  • Compare fan experience across venues and events
dimension labs · ask
Example finding

Which part of game day moves season ticket renewal?

See the NBA fan experience intelligence: 21 Dimensions across survey responses.

Published artifact
3.3 · Deliver

Ask for the report. Get the report.

Ask for the readout your ticketing and fan experience leads needs and the agent builds it: summary, ranked findings, charts and recommendations, each figure checked. Schedule it weekly or monthly on fresh data, or publish it as a live monitor.

  • Produce the monthly readout without building it
  • Publish a live monitor leadership can open and question
  • Track whether the fix you shipped moved the number
  • Export to PDF, slides or your BI tool
dimension labs · report
[04] How the platform worksRuns daily

From raw conversations to a proven answer.

Language from every channel and your business data flow into one pipeline that enriches, governs and tests every record, then delivers wherever your team works.

Language · 37 sources
ZendeskIntercomSalesforceLiveChatDriftSlackQualtricsMedalliaSurveyMonkeyQuestionProGenesysAmazon ConnectAvaya Cloud8x8TwilioSMSAdaKore.aiYellow.aiCognigyRasaMicrosoft Bot FrameworkAmazon LexAmazon AlexaOracle Digital AssistantBotcopyCapacityFacebook MessengerKikX (Twitter)OpenAIEmailCall recordingsApp store reviewsGoogle reviewsOpen-ended surveysCommunity forums
Business + world data
SnowflakeDatabricksBigQueryAmazon S3Salesforce CRMCSV + ExcelREST APIRevenueOrdersRenewalsUsage eventsLoyaltyStore + location dataWeatherSeasonalityMarket events
Dimension Labs pipeline · Runs daily
01
Ingest + normalizeEvery channel and language into one schema
02
EnrichDozens of Dimensions written onto every record
03
Map + governValidated for drift, versioned, the same fields every run
04
Analyze + proveJoined to outcomes and tested for cause
Where it goes
Dimension Labs agentAsk, report, schedule
Your warehouseSnowflake, Databricks, BigQuery
BI toolsTableau, Power BI, Hex
Claude and ChatGPTvia MCP · coming soon
[05] ArtifactsBuilt by the agent

What you get. Reports, monitors and decks, built by the agent.

Reports · Live monitors · Apps · Decks · Charts See every artifact ›
[06] Proof

How the Seattle Mariners Transformed Fan Feedback into Structured Intelligence

Each season, the Seattle Mariners host 81 regular season home games, welcoming 31,000+ fans per night and collecting massive amounts of fan feedback through post-game satisfaction surveys.…

Read the customer story ›
[07] Explore8 use cases · 14 industries
By use case
Customer, guest and fan experienceWhich issue moves your scoreProduct feedback and prioritizationWhat to build, ranked by impactRevenue, churn and retentionWhat customers said before they leftAgenciesClient analysis in hours, not weeksContact center performanceWhat separates your best agentsAI agent and chatbot analyticsWhere automation fails, and what it costsMulti-location performanceWhy one site beats anotherReviews and competitive benchmarkingYou and every competitor, side by side
By industry
Hotels and hospitalityGuest experience, property by propertyRestaurants and food serviceSpeed, accuracy and the operator effectFitness, golf and recreationMember churn, club by clubRetail and e-commerceStore, site and delivery, on one scaleSports and live entertainmentFan experience and renewalInsuranceClaims, renewals and premium changeBanking and financial servicesFees, trust and attritionSoftware and SaaSChurn signals and product prioritiesAutomotivePurchase, delivery and serviceConsumer products and CPGProduct voice and defectsContact centers and BPOsEvery client program, one methodPublic sector and nonprofitConstituents, members and donorsReal estateLead conversations to closingsGaming and bettingPlayer conversations at scale
Dimension Labs/Start with one file From $299 a month

Find out what's really moving your number.

Start with one file. Ask why a number moved. Plans from $299 a month, no demo and no contract on monthly plans.

Start now › See pricing ›