Improve attendee experience by implementing an efficient lost property service.

Victorious Festival is one of the UK’s largest and most popular music festivals, with a capacity of 80,000 people. It is held in the historic city of Portsmouth, the festival spans three days, has a campsite, and features a diverse lineup of music, comedy, and family-friendly activities.

With such a large crowd and extensive grounds, the festival faces a common challenge: managing lost property effectively.

Lack of structured proved a challenge

In previous years, Victorious Festival manually logged and tracked lost property which became harder as the festival grew. The lack of a structured lost property system resulted in more time spent on working through reams of emails and a manual logging system.

The festival organizers recognized the need to improve their lost property process to enhance customer experience, streamline effectiveness, and ensure the safe return of valuable items to their rightful owners.

The solution showed results in the KPIs

To address these challenges, Victorious Festival partnered with Faundit a dedicated lost property service provider. The service was designed to streamline the entire lost property process, from collection and cataloging to return and disposal.

Key Features of the Lost Property Service:

On-Site Lost Property:

Lost Property huts were set up across the festival ground
Each booth was staffed with trained personnel to assist attendees in reporting lost items and retrieving found items.

Real-Time Tracking System:

A digital platform was implemented, allowing staff to log found items in real-time, and customers to log lost items.
Attendees could be notified of the status of their lost items via a mobile app or website, reducing uncertainty and wait times.

Automated Notifications:

Attendees who reported lost items received automated notifications if their item was found.
They were given clear instructions on where and how to retrieve their items, ensuring a smooth and quick recovery process.

Post Event:

All found items were securely stored, as staff worked through Faundit's easy to use system to contact and reunite owners with their lost items once the event had finished.
Unclaimed items were held for a designated period post-festival before being responsibly disposed of or donated to charity.

Customer Support:

A dedicated helpline was available for attendees needing assistance with their lost property.
Post-event, the lost property service continued to assist with item recovery and inquiries.

The implementation of Faundit's lost property service had a significant positive impact on both the festival organisers and attendees.

- Increased Item Recovery Rate: By introducing the post event logging system, we were able to match up more lost items with their owners.

- Quicker Turnaround: By using Faundit's online logging system and our onsite lost property hut, customers were able to be reunited with their lost property much sooner than in previous years.

- Improved Attendee Experience: The real-time tracking system and automated notifications were particularly well-received, contributing to a more enjoyable and stress-free festival experience.

- Operational Efficiency: The festival staff reported a more manageable workload and fewer disruptions, allowing them to focus on other critical aspects of the event.

A valuable investment

The introduction of Faundit's lost property service at Victorious Festival 2024 proved to be a valuable investment.

The festival not only enhanced the overall customer satisfaction, but also has helped ease our staff workload post event. The success of this initiative highlights the importance of integrating efficient support services at large-scale events, ensuring both attendee satisfaction and operational excellence.

“Faundit proved to be a great partner in our lost property process, and assisted us throughout the setup as well as troubleshooting during and after the event. We would recommend Faundit to save you time and increase guest/employee satisfaction.”