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Introduction

Thank you for being a mystery shopper. To begin, please confirm your email address and the event details. Once you’ve started the form, you may save your progress at any time prior to completing it.

Email address

Event details

Venue/Festival

Event date

Was the event indoors or outdoors

IndoorsOutdoors

Was this a festival?

YesNo

Who was the headline artist?

Was camping available?

Yes and I stayed in the campsiteYes but I did not campNo

Website and Booking

Website

We encourage all festivals to have a dedicated access information page that explains the physical access of the festival site, the details of accessible features such as viewing platforms, accessible campsite and accessible toilets, how to book accessible facilities, transport options, the arrival process, medical facilities onsite, any help with accessing the performance such as BSL or captioning and festival policies on other area such as assistance dogs and strobe lighting.

Was the access information

Easy to findA little tricky to findDifficult to findNon-existent

Did the access information on the website

Exceed your expectationsMeet your expectationsNeed some improvementNeed major improvement

Was there any particular information you needed?

YesNo

Were you able to find the information you needed?

YesNo

Was it possible to download a Word or PDF document of the access information?

YesNo

Are there any changes you would suggest to the access information?

Booking

How did you book your tickets?

Via phoneOnlineIn personOther

Other – please describe how your tickets were booked

Did the booking process

Exceed your expectationsMeet your expectationsNeed some improvementNeed major improvement

Did you book access facilities?

YesNo

What did you need to do in order to book accessible facilities?

Did the process for booking access facilities

Exceed your expectationsMeet your expectationsNeed some improvementNeed major improvement

Was there an easy to find email and phone number to contact with any questions?

YesThere was an email but no phone numberThere was a phone number but no emailI eventually found contact details but it was difficult to do soI could not find contact details

Do you have any suggestions for improving the booking process?

Arrival

How did you get to the event?

By carBy taxiBy public transport

Did you or your PA use a parking space during the show?

YesNo

Did the venue have its own parking?

Yes – we used venue parkingYes – but we did not use venue parkingNo – we just used local parking

How far was your parking space from the wristband exchange?

20m or less20 – 50m50 – 100m100 – 250m250 – 500m500m – 1km1km+

How far was your parking space from the entrance?

20m or less20 – 50m50 – 100m100 – 250m250 – 500m500m – 1km1km+

How far was the drop off point from the venue?

20m or less20 – 50m50 – 100m100 – 250m250 – 500m500m – 1km1km+

How far was the drop off point from the wristband collection?

20m or less20 – 50m50 – 100m100 – 250m250 – 500m500m – 1km1km+

How far was the wristband collection from the festival?

20m or less20 – 50m50 – 100m100 – 250m250 – 500m500m – 1km1km+

Are you a Blue Badge holder?

YesNo

Were you able to make use of a dedicated Blue Badge parking space?

YesNo

Did you feel the arrival process matched the information on the website?

The process was better than I expected from the websiteThe process was as I expected from the websiteThe process was worse than I expected from the websiteThere was no information on the website

What, if anything, could have worked better?

Was there accessible parking at the wristband exchange?

There was dedicated accessible parkingThere was no dedicated accessible parking but staff could wristband you in your carThere was no dedicated accessible parking but I was comfortable with the distance I had to travel to reach the wristband exchangeThere was no dedicated accessible parking and I was not comfortable with the distance I had to travel to reach the wristband exchange

Were customers able to access an accessible toilet before collecting their wristband?

YesNo – there were standard toilets but no accessible onesNo – there were no toilets before the wristband exchange

Getting into the venue

Was the main entrance to the building step-free?

Yes – it was completely level accessNo – there were steps but a ramp or lift was availableNo – this was explained on the websiteNo – and this information was not on the website

Was the entrance to the performance space step-free?

Yes – it was completely level accessYes – there were steps but a ramp or lift was availableNo – this was explained on the websiteNo – and this information was not on the website

Did you have to queue?

NoNo – I was able to arrange early entry or a queue jump with the venueYes – but there was a dedicated accessible entranceYes – but this had no impact on the accessibility of the event for meYes – and this impacted on the accessibility of the event for me

How long did you have to queue for?

Under 2 min2 – 5 min5 – 10 min10 – 15 min15 – 30 minOver 30 min

Are there any suggestions you would make to improve the arrivals process?

Box Office or Wristband Collection

Did you pick up tickets at the venue?

YesNo

Where did you collect your festival and access wristbands?

Was this process accessible for you?

YesNo

Why wasn’t it accessible for you?

Was there a lowered counter?

YesNo – but someone came around to serve me face to faceNo – and there was no accessible alternative offered

Did you need to queue for wristbands?

NoYes – but there was a dedicated accessible entranceYes – but this had no impact on the accessibility of the event for meYes – and this impacted on the accessibility of the event for me

How long did you need to queue for?

Under 2 min2 – 5 min5 – 10 min10 – 15 min15 – 30 minOver 30 min

Was there a sign to say there was a hearing loop?

YesNoI’m not sure

Did you try to use a hearing loop?

YesNo

Was the hearing loop working?

Yes – working wellYes – but could have been betterNo

Would you suggest any improvements to the box office process?

Would you suggest any improvements to the wristband collection process?

Accessible campsite

Were you able to visit the accessible campsite?

YesNo – you needed accreditation that I did not haveNo – the distance made it inaccessible for me

Did you think the accessible campsite was in an accessible location?

Yes – I think it was the most accessible location on siteThe location was accessible but I think it could have been in an even more accessible locationNo – the location was not very accessible

If you thought there was a more suitable location, please explain the reason below.

Please be aware there may be reasons why festivals do not have accessible campsites in particular locations, such as the ease of getting vehicles to that location, the ease of servicing toilets and showers in that location and access to hardstanding paths

How many accessible toilets were there in the accessible campsite?

And how many non-accessible toilets?

How many accessible showers were there in the accessible campsite?

And how many non-accessible showers?

Did you find the number of toilets and showers sufficient for the number of people who wanted to use them?

YesNoNot sure

Did it have a sink?

YesNo – it was standpipe onlyThere were both accessible standpipes and sink units

Was there an information point or campsite hub?

YesNoNot sure

Was there accessible charging?

YesNoNot sure

Was there a High Dependency Unit / Mobile Changing Places?

YesNoNot sure

Would you suggest any improvements to the accessible campsite?

Accessible Toilets

Please try to find these even if you don’t use them yourself

Did you find any accessible toilets in the venue?

YesNo

How many accessible toilets did you find in the arena?

Where were the toilets located?

A mixture of viewing platforms/areas and toilet blocksViewing platforms/areas onlyToilet blocks only

If there were toilets in blocks, how were they protected?

Padlock and codeRADAR keySign stating they were for disabled customers onlyOtherNone of the above

Was this successful?

YesNoNot sure

Did you use the accessible toilets yourself?

YesNo

Were the facilities clean?

YesNoI’m not sure

Were the facilities free of obstruction?

YesNoI’m not sure

Was there soap and toilet paper?

YesThere was toilet paper but no soapThere was soap but no toilet paper

Was there handgel or soap and water?

There was handgelThere was soap and waterThere was neither

Was the handgel or soap topped up regularly?

YesNoI’m not sure

Was there usually toilet paper?

YesNoI’m not sure

Was there anything that could have been done to make the toilets more accessible?

Do you have any further comments to make about the toilets?

Did the venue have a “Changing Places” toilet?

YesNoI’m not sure

Level Access and Wayfaring

Was there level access around the event?

YesNoI’m not sure

Were you able to get around the event easily?

YesNoCould have been better

If necessary, how could the ease of getting around be improved?

If there were any inaccessible areas, please outline what they were and the reason for this

Was there a shuttle bus or buggy to assist you onsite?

YesNo – and I don’t think there is a need for oneNo – and I think the festival would benefit from thisPlease note that, at the majority of festivals, safety regulations mean that shuttles and buggies can only use production routes and may not able to drive through pedestrian areas

What were your reasons for your answer above?

Was there step-free access to all bars and food vendors?

YesNoI’m not sure

Were there large print menus you could hold in your hand?

YesNoI’m not sure

Was there step-free access to all merchandise vendors?

YesNoI’m not sure

Did you find any bars, food or merchandise vendors with lowered bars?

YesNoI’m not sure

Where were they located?

Was there anything that could have been done to make the bars, food and merchandise vendors more accessible?

Did you find signage around the event easy to follow?

YesNoCould have been better

Are there any ways that the signage could have been improved?

Viewing platforms and areas

How many stages did the festival have?

How many viewing platforms did the festival have?

How many ground level viewing areas did the festival have?

Did you use the viewing platforms and viewing areas?

YesNo, even though I need to use them for my access requirementsNo because I do not need to do so for my access requirements

Were there any stages without a viewing platform or viewing area which you felt needed one?

YesNo

Which stages?

In general, how were your views of the performances?

They exceeded my expectationsThey met my expectationsThey did not meet my expectationsI felt substantial improvement was neededIt was a mixed bag where it worked well at some stages but not at others

Was the audience

SeatedStandingA combination of both

Which of the following was available? (tick all that apply)

Raised viewing platformGround level viewing areaDedicated accessible seating that was pre-bookableSeating that was pre-bookable but not reserved for disabled customersDedicated accessible seating that was not pre-bookableSeating that was neither pre-bookable nor reserved for disabled customers

Which of these did you use?

Raised viewing platformGround level viewing areaDedicated accessible seatingGeneral seatingGeneral standing

How was your view of the performance?

It exceeded my expectationsIt met my expectationsIt did not meet my expectationsI felt substantial improvement was needed

Do you have any more comments regarding the view?

How many people do you think the viewing facilities could accommodate?

How many stewards or security guards were there staffing the accessible area?

NoneOneTwo or more

How many stewards or security guards were there staffing the viewing platforms or areas?

NoneOneTwo or moreTwo or more at some stages but one or none at others

What was your opinion of how the viewing platform was stewarded?

It exceeded my expectationsIt met my expectationsIt did not meet my expectationsI felt substantial improvement was neededIt was a mixed bag where it worked well at some stages but not at others

Rank the viewing platforms and areas you used from best to worst

Did any of the viewing platforms or areas have charging points for mobility equipment?

YesNoI’m not sure

Do you have any suggestions on how the viewing platforms and areas could be improved?

Staff

Access facilities

Did you ask staff about the access facilities?

YesNo

What did you ask staff about and what was their response?

Could staff provide the information requested?

YesNoCould have been better

Did the staff awareness of the access facilities…

Exceed your expectationsMeet your expectationsNeed some improvementNeed major improvement

Do you have any further comments on this?

Disability awareness

Are you able to judge the disability awareness of the venue staff?

YesNo

Did the disability awareness of the venue staff…

Exceed your expectationsMeet your expectationsNeed some improvementNeed major improvement

Do you have any further comments on this?

Customer Service

Did the overall level of customer service…

Exceed your expectationsMeet your expectationsNeed some improvementNeed major improvement

Do you have any further comments on this?

Other facilities

	Yes	Yes – but only by prior arrangement	No	I was not able to find out
Was there a quiet or sensory space?
Did they welcome assistance dogs?
Did they provide a hearing loop for performances?
Did they provide British Sign Language?
Did they provide captioning?
Did they provide audio description?
Did they provide lowered bars?

If you used any of the above, do you have any suggestions for how they could be improved?

Do you have any comments to make about your experiences when leaving the venue?

Did you experience any other barriers that have not been covered by these questions?

Conclusion

Overall experience

How many people did you attend the event with?

Rate the overall level of accessibility out of 10

What are the main things you would like the venue to do that would improve this rating?

Enjoyment

Rate your overall enjoyment of the gig out of 10

Explain why you have given this rating

Returning to the venue

Would you go back to the venue?

YesNoUndecided

Explain why

What could the venue do that would change your mind?

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Share as much information as possible to help us to understand your experience.

Introduction

Website and Booking

Arrival

Getting into the venue

Box Office or Wristband Collection

Accessible campsite

Accessible Toilets

Level Access and Wayfaring

Viewing platforms and areas

Staff

Other facilities

Conclusion

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