It’s time to get real about why many people aren’t visiting cultural organizations.
Cultural organizations have their work cut out for them today. These visitor-serving organizations (museums, historic sites, aquariums, zoos, theaters, symphonies, etc.) are experiencing negative substitution of their historic visitors, often resulting in decreased attendance – at least until organizations get better at reaching underserved audiences such as millennials and “minority majorities”.
It’s a big challenge…and the best way to overcome this challenge is to identify and remove the true barriers to visitation for likely visitors. In order to do this, we need to get smarter about which barriers are real and which are excuses for organizations to avoid the need to think critically about their audiences.
We need to knock it off with the excuse that folks aren’t visiting cultural organizations primarily because of admission pricing. The simple fact is that scant data exist to suggest that admission cost is the primary culprit when it comes to barriers to visitation. When we mistakenly blame price as the primary culprit for lack of engagement, it holds organizations back from providing better access opportunities and more relevant content. Before we dive deeper into the data, here are four important reminders regarding admission pricing:
Determining your admission price should involve neither looking around at other institutions nor sitting around a table of executives and saying, “I guess $20 sounds right…”
In other words, organizations that charge admission should charge admission and also have intelligent, targeted access programming for low-income audiences if this is part of their mission. Data suggest free days are not a magical elixir when it comes to attracting low-income and other types of underserved audience. Subsidizing admission prices as an affordable access strategy is neither effective nor sustainable because admission pricing is binary – people can either afford it or they cannot. When organizations subjectively lower their data-informed admission price, they hurt themselves AND they are still unable to better engage underserved audiences.
In fact, data suggest that free admission has relatively little sustained impact on attendance. It is difficult to find a single celebrated economist who denies this fact.
The people who want to visit cultural organizations (i.e. they have the demographic, psychographic, and behavioral attributes that indicate an increased likelihood of visiting an organization), are NOT generally low-income audiences. Not everyone wakes up thinking that it would be fun to visit a museum…but the kinds of people who are so inclined do have some things in common. The reality is that the majority of the people who actually visit cultural organizations are able and willing to pay to do so.
Now that these baseline conversations are out of the way, here are three items to consider that underscore the fact that cost is often hardly the visitation barrier that many organizations believe it to be:
1) Cultural organizations charging admission have similar value for cost perceptions as other experiences
Consider this data from the National Awareness, Attitudes and Usage Study of Visitor-Serving Organizations (an ongoing study with a sample size that recently surpassed 100,000 US adults) that quantifies the value for cost perceptions of various leisure activities that charge admission. This is a measurement of how valuable an attendee believes the experience to be relative to the price of admission. (Or, how much bang that a visitor believes that they got for their buck.)
Cultural organizations that charge admission generally have very favorable cost perceptions – especially when compared to other admission-charging, leisure activities. In fact, folks paying admission to attend a museum, zoo, aquarium, live theater, classical concert, or ballet report – on average – getting better bang for their buck when compared to attending a rock concert or a sporting event (e.g. MLB, NBA, NFL)!
For some reason, it seems that even some cultural leaders who fiercely believe in the value of their organizations worry that people may be feeling ripped off by having to pay to visit a cultural organization. This is not the case. It’s not even close to the case. I don’t know why even our own industry leaders seem to think this, but it is a myth and we need to bust it.
Cultural organizations provide value to people – and this isn’t some inter-industry pep talk! Data demonstrate that cultural experiences are generally worth paying for. Period.
2) Organizations that charge admission generally have higher satisfaction ratings than organizations that do not charge admission
The data below measures overall satisfaction as reported by 1,639 individuals who attended these seven types of cultural organizations as both paying and non-paying visitors. In other words, each respondent attended the same type of organization (e.g. science museum) within the past two years, and had at least one experience in which they were charged admission, and at least one in which they were not – either because a similar organization of the same type offers free admission or they attended on a “free day.”
The basic tenant of pricing psychology holds true that people value what they pay for. Organizations that charge admission do not have lower satisfaction metrics than organizations that do not charge admission. In fact, the opposite is true: Organizations that do not charge admission tend to have lower visitor satisfaction rates!
Long story short: Free admission is neither a cure-all for satisfaction nor for increased visitation.
3) Cost is not a primary barrier to visitation
This data also derives from the ongoing National Awareness, Attitudes and Usage Study of Visitor-Serving Organizations. We wanted to know why folks who reported having an interest in visiting a cultural organization hadn’t actually visited within the past two years. The results are probably not what some might imagine:
With an index value far less than 100, cost (i.e. being “too expensive”) is hardly a significant barrier at all! True barriers to visitation revolve around relevant content (i.e. preferred alternate activity), access challenges, and schedule. Schedule issues are a very big deal – and they are among the most prominent barriers to engagement that cultural organizations of every kind prefer not to address.
There are many reasons why visitors may not be attending cultural organizations, but for those who are likely to attend, cost is not a primary barrier. We need to move this conversation forward, and in order to do so, we need to retire untrue assumptions and excuses about our barriers to engagement. Sure, people like free stuff. But what cultural organizations offer is valuable and people are willing to pay for it.
Let’s put cost to rest as the immediate “go to” excuse for lower visitation and start focusing on real ways to increase access and create programs that truly fulfill our missions of educating and inspiring audiences. There’s work to be done and we are delaying progress with this excuse that allows us to overlook our biggest opportunities for engagement.
Like this post? Please check out my YouTube channel for video fast facts! Here are a few related posts from Know Your Own Bone that you might also enjoy:
- Schedule Drives Visitation to Cultural Organizations and Nobody is Talking About It (DATA)
- Admission Is Not an Art – Admission Is a Science (DATA)
- Admission Pricing is Not an Affordable Access Program (DATA)
- Free Admission Days Do Not Actually Attract Underserved Audiences (DATA)
- How Free Admission Really Affects Museum Attendance (DATA)
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