Utah’s ticket market is robust. From theater performances to concerts to collegiate sports and NBA games, there’s no shortage of things to do on any given day.
The Delta Center alone hosts more than 320 events annually, attended by a total of 1.8 million people. Add all the events held at other Utah locales — including several major universities, a couple of minor league sports venues, as well as an array of outdoor amphitheaters — and it’s no wonder the Beehive State ranked third in the nation for live event attendance.
Those numbers continue to climb. Ballet West reported record-breaking attendance this year. A new ballpark scheduled to open in spring 2025 and a push for a major league baseball team will likely fuel the ticket resale market even more.
A demand decision
In conjunction with the high demand for tickets and the proliferation of digital ticket delivery, the KSL Classifieds customer service team noticed an increase in duplicate listings, scams and other forms of fraud. A multipoint strategy was initiated to prevent dubious practices and maintain a positive experience for KSL Classifieds users. Part of the strategy was educating buyers how to spot potential ticket fraud. Charging a nominal fee to add listings to the Tickets category was another part of the strategy, intended to reduce the number of duplicate and dishonest listings.
If you have any suggestions on how to make the KSL Classifieds experience better — on the site or in the app — please take this short survey. Upon completion, you’ll be entered to win a $100 gift card!
A lesson in listening
After the listing fee was implemented in December 2023, KSL Classifieds employees watched online forums mentioning the listing fees. A dramatic rise in negative sentiment was evident. Fortunately, the infrastructure of KSL Classifieds allowed the customer service team to quickly share that information with product managers and leadership teams.
Everyone appreciated the customer feedback. After a thorough evaluation of the use of the Tickets category and the impact the change had on customer satisfaction, the decision was made to remove the listing fee.
Effective April 1, 2024, adding listings for event tickets on KSL Classifieds will again be free. Add listing now →
“We appreciate the insights shared by our community, which have been instrumental in shaping this decision,” KSL Classifieds’ senior product manager Taylor Holman said. “Moving forward, we remain committed to enhancing the trustworthiness of KSL Classifieds through user-centric approaches, always prioritizing the satisfaction of our local users."
The initial response to the fee reversal from those who frequently use KSL Classifieds to buy and sell event tickets has been positive.
“I’ve purchased tickets off of KSL Classifieds numerous times to take my boys to local sporting events and have always appreciated the accessibility and affordability of doing so,” Tiffany R. of Herriman said. “I’m thrilled the company is no longer charging a fee for this category!”
A commitment to buyers and sellers
Improving KSL Classifieds and keeping it a safe, respectable environment for everyone are always top priorities. Messages, a secure communication platform, was launched in 2022 to protect users’ privacy. Messages gives KSL users more control over who they choose to share their personal contact information with, preventing spam and potential fraud.
KSL Classifieds is also working to integrate user profiles to bolster trust among buyers and sellers, which is something customers have been asking for. The company truly values customer feedback.
If you have any suggestions on how to make the KSL Classifieds experience better — on the site or in the app — please take this short survey. Upon completion, you’ll be entered to win a $100 gift card!
From concert tickets to fence pickets, used Ski-Doos and new snowshoes, KSL Classifieds is the region’s go-to commerce community. Browse listings now →
