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Richmond International Raceway

Fan Satisfaction Survey 2011

Prepared by: The Center for Sport Leadership at Virginia Commonwealth University12/9/2011

Table of ContentsTable of Contents

Executive Summary……………………………………...…………...……………...………......... 3Method……………………………………...…………...…………………..…............................... 4Results……………………………………...…………...……………………………………............ 5

Fan Demographics …………………..…………...…………...………………………….. 5Graph 1 – Percentage of Local vs. Out of State Fans…………...….………... 5Graph 2 – Gender Breakdown of Fans…………...….………………………… 5Graph 3 – Age Breakdown of Fans…………...….…………………………….. 6Graph 4 – Previous Attendance at Races…………...….……………………… 6

Midway Experience …………………..…………...…………...………………………….. 7Graph 5 – Fan Favorites by Frequency ……………………………………….. 7Graph 6 – Merchandise Trailer Satisfaction…………...….…………………… 8Graph 7 – Sponsor Booth Satisfaction…………...….…………………………. 8Graph 8 – Food & Beverage Satisfaction…………...….……………………… 9Graph 9 – Hospitality Satisfaction…………...….………………………………. 9Graph 10 – Chevy Fan Fest Satisfaction…………...….………………………... 10Graph 11 – Driver Appearances Satisfaction…………...….…………………… 10Graph 12 – SPEED TV Stage Satisfaction…………...….……………………… 11Graph 13 – American Indoor GoKart Track Satisfaction…………...….…….… 11Graph 14 – Miller Lite Ultimate Tail Gate Satisfaction.…………...….………… 12Graph 15 – VIBE Satisfaction…………...….…………………………………….. 12Graph 16 – RIR Pit Stop Club Satisfaction…………...….……………………… 13

Customer Service/‘Secret Shopper’ Experience …………………..…………...……. 13Conclusions………………………………………………………………………...………………... 15Appendix A: Fan Survey ………………………………………………...………………….…….. 16Appendix B: Customer Service/‘Secret Shopper’ Responses……………………………… 18

Richmond International RacewayFan Satisfaction Survey - 2011

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EXECUTIVE SUMMARYEXECUTIVE SUMMARY

● The purpose of this study was to determine to what extent fans who attended the 2011 Wonderful Pistachios 400 race weekend were satisfied with the attractions located in the Midway area of the raceway, as well as whether there are other things they would like to see included. In addition, researchers were charged with assessing the level of customer service throughout the Midway and other areas within the raceway.

● On Friday, September 9 and Saturday, September 10, 2011, staff and students from the Center for Sport Leadership at Virginia Commonwealth University surveyed attendees in the Midway area to gauge their satisfaction with the attractions in the area. Additionally, they performed random ‘secret shopper’ checks, asking RIR staff and volunteers a series of questions to assess the level of customer service provided.

● The demographic profile of the average fan surveyed was male between the ages of 35-54, and resided in Virginia. Respondents’ most visited attraction in the Midway was the merchandise trailers (93%), and fans were most satisfied with their experience at the Chevy Fan Fest attraction. Overall, fans were highly satisfied with all areas of the Midway.

● Some of the things fans would like to see added to the Midway area of the raceway included: more places to sit, more shaded areas, cooling/misting stations due to the extreme heat, more driver appearances, and more/cleaner restrooms.

● Overall, in reference to the ‘secret shopper’ experience, researchers felt that the customer service provided in the Midway was very good. Staff and volunteers were friendly, knowledgeable, and willing to help. However, a few researchers had poor experiences where they were not able to get their questions answered.


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METHODMETHOD

At the 2011 Wonderful Pistachios 400 race weekend (September 10, 2011) at Richmond International Raceway, Center for Sport Leadership staff members and students administered surveys to attendees and fans throughout the midway, sampling every third adult to ensure randomization. A total of 242 useable surveys were collected throughout the race event days of September 9-10, 2011.

The goal of the survey was to determine to what extent fans are satisfied with the attractions located in the Midway area of the raceway, as well as whether there are other things they would like to see included. A copy of the survey can be found in Appendix A.

In addition, Center for Sport Leadership students conducted random ‘secret shopper’ checks, in which they asked Raceway and security staff a series of questions in order to gauge customer service and knowledge of the facilities and amenities. The questions asked included:

Directions to the restroom Directions to first aid Directions to seat locations Directions to an information booth Directions to a ‘lost and found’ Directions to a wheelchair ramp/access Where can I purchase a headset/ear plugs What time do the gates open on Saturday, September 10 (this question was only asked on

Friday, September 9)

Each researcher asked one question to three different people in different areas of the Raceway. The individuals questioned were either working for the Raceway directly, as volunteers for the event, or for RMC Events as security or event staff. A thematic analysis of the ‘secret shopper’ questions was conducted and analyzed by a team of researchers.


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RESULTS: 2011 WONDERFUL PISTACHIOS 400 RACE WEEKENDRESULTS: 2011 WONDERFUL PISTACHIOS 400 RACE WEEKEND

FAN DEMOGRAPHICSFAN DEMOGRAPHICS

In examining fan’s responses, it was estimated that approximately 45.4% of those who attended the 2011 Wonderful Pistachios race weekend were from outside of Virginia (Graph 1).

Percentage of Local vs. Out of State FansGraph 1

Further analysis shows that of the 54.6% of fans from Virginia, approximately half of those were local, from cities or counties located within the Richmond Metropolitan Statistical Area (MSA). The Richmond MSA is defined by the independent cities of Colonial Heights, Hopewell, Petersburg, and Richmond, plus the counties of Amelia, Caroline, Charles City, Chesterfield, Cumberland, Dinwiddie, Goochland, Hanover, Henrico, King and Queen, King William, Louisa, New Kent, Powhatan, Prince George and Sussex. Therefore, overall approximately 73.0% of the fans attending the race weekend were from outside of the Richmond MSA.

Of those surveyed, 58.4% were male, and 41.6% were female (Graph 2).

Gender Breakdown of FansGraph 2


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53.8% of attendees surveyed were between the ages of 35-54 (24% were 35-44; 29.8% were 45-54) (Graph 3).

Age Breakdown of FansGraph 3

For 25.9% of fans surveyed, this was their first time attending a race at Richmond International Raceway, and it was only the second time for 14.2% of fans. The most races any fan had attended was 60 (Graph 4).

Previous Attendance at RacesGraph 4


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MIDWAY EXPERIENCEMIDWAY EXPERIENCE

The main focus of the survey was to gauge the satisfaction levels of fans with the attractions offered in the Midway section of the Raceway. Fans were asked to respond to which attractions they had attended, and how satisfied they were with their experience at each. Below is a breakdown of responses.

Based solely on the number of fans who responded that they had visited each attraction (frequency), the most popular attraction on the midway was the Merchandise Trailers (visited by 93.4% of respondents), followed closely by the Sponsor Booths (visited by 85.1% of respondents). Additionally, next to each attraction is the mean satisfaction score (on a scale of 1-5 with 1 being extremely dissatisfied and 5 being extremely satisfied) (Graph 5).

Fan Favorites by FrequencyGraph 5


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Breaking down the satisfaction data even further, each Midway attraction is analyzed individually below, beginning with the most attended attraction (Merchandise Trailers).

93.4% of fans surveyed visited the Merchandise Trailers while in the Midway area with a reported mean satisfaction score of 4.38 out of 5 (Graph 6).

Merchandise Trailer SatisfactionGraph 6

85.1% of fans surveyed visited the Sponsor Booths while in the Midway area with a reported mean satisfaction score of 4.23 out of 5 (Graph 7).

Sponsor Booth SatisfactionGraph 7


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69.8% of fans surveyed visited the Food and Beverage areas while in the Midway with a reported mean satisfaction score of 4.01 out of 5 (Graph 8).

Food & Beverage SatisfactionGraph 8

69.0% of fans surveyed visited the Hospitality areas while in the Midway with a reported mean satisfaction score of 4.35 out of 5 (Graph 9).

Hospitality SatisfactionGraph 9


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60.3% of fans surveyed visited the Chevy Fan Fest while in the Midway area with a reported mean satisfaction score of 4.44 out of 5 (Graph 10).

Chevy Fan Fest SatisfactionGraph 10

47.5% of fans surveyed visited Driver Appearances while in the Midway area with a reported mean satisfaction score of 3.56 out of 5 (Graph 11).

Driver Appearances SatisfactionGraph 11


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45.9% of fans surveyed visited the SPEED TV Stage while in the Midway area with a reported mean satisfaction score of 4.27 out of 5 (Graph 12).

SPEED TV Stage SatisfactionGraph 12

Approximately 38.0% of fans surveyed visited the American Indoor GoKart Track while in the Midway area with a reported mean satisfaction score of 4.03 out of 5 (Graph 13).

American Indoor GoKart Track SatisfactionGraph 13


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31.8% of fans surveyed visited the Miller Lite Tail Gate while in the Midway area with a reported mean satisfaction score of 4.38 out of 5 (Graph 14).

Miller Lite Ultimate Tail Gate SatisfactionGraph 14

21.5% of fans surveyed visited VIBE while in the Midway area with a reported mean satisfaction score of 4.15 out of 5 (Graph 15).

VIBE SatisfactionGraph 15


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19.4% of fans surveyed visited the RIR Pit Stop Club while in the Midway area with a reported mean satisfaction score of 3.89 out of 5 (Graph 16).

RIR Pit Stop Club SatisfactionGraph 16

CUSTOMER SERVICE/‘SECRET SHOPPER’ EXPERIENCECUSTOMER SERVICE/‘SECRET SHOPPER’ EXPERIENCE

The results of the customer service/‘secret shopper’ experience, in which students asked Raceway staff and volunteers a number of questions, were somewhat mixed. Two general trends emerged, with further themes developing within each of those, to include the following:

1.1. Staff members were friendly, polite and knowledgeable.Staff members were friendly, polite and knowledgeable.a)a) Overall, the staff/volunteers were politeb)b) Staff seemed knowledgeable and knew the answers to the questionsc)c) If staff did not know the answers, they directed you to someone who did know the

answerd)d) Staff worked together well, getting you to the right answer

2.2. Staff members were not very knowledgeable or helpful.Staff members were not very knowledgeable or helpful.e)e) Staff did not know the answer but seemed to guess at it, rather than finding out the

correct responsef)f) Staff were not helpful and did not know the answers to questions

A full listing of questions asked and responses can be found in Appendix B. However, the following elaborates on and demonstrates each trend, depicted through the researchers own words.

a.a. Overall, the staff/volunteers were polite and friendly:I.I. “All of them were extremely eager to help me.”

II.II. “I even had one person approach me who I wasn’t intending on asking, who asked me if I needed any assistance.”

b.b. Staff seemed knowledgeable and knew the answers to the questions


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III.III. “First aid is right outside of turn 1, near gate 40 and the AED is there also.”IV.IV. “I asked another RMC worker at the front gate where I could purchase a headset and the

woman knew right away. She was probably the friendliest out of all the people I asked.”

c.c. If staff did not know the answers, they directed you to someone who didI.I. “If you have an issues with anything, I can go get someone for you.”

II.II. “The first person I spoke with was very polite and easily directed me to the booth I was looking for. She also pointed out another person in a gold shirt that would be able to answer just about any questions I had.”

d.d. Staff worked together well, getting you to the right answerI.I. “She did not know but called over another RMC staff member and they were able to figure

it out together.”II.II. “None of them knew the answer off the top of their heads, but they were all given maps

before the race, which clearly outlined where each wheelchair access point was, and they were able to point me in the right direction.”

e.e. Staff did not know the answer but seemed to guess at it, rather than finding out the correct response

I.I. “I asked two gentlemen what time the gates opened on Saturday. One of them didn’t say a word to me while the other answered, ‘I think the gates open at 10:30 or 11 a.m., but I’m not sure.’ He basically told me what times he would guess the gates open, but not to rely on this information.”

II.II. “One response I got was ‘Just go around to the left and you will find it,’ which wasn’t even close to the right direction and was so vague it didn’t help at all to find it.”

f.f. Staff were not helpful and did not know the answers to questionsI.I. “The girl looked puzzled and said, ‘I don’t know.’”

II.II. “…to my surprise, she immediately answered, ‘I have no idea.’ She did ask her supervisor who was at the next ticket gate if he knew the answer, but he did not know the answer either. Neither of them were really concerned with finding out the answer to my questions and just ushered me into the raceway.”

Overall, most researchers had positive experiences with their customer service/‘secret shopper’ questions, but there still seems to be a need for better training of the staff/volunteers in terms of how to respond to fans. Many of those who did not know the answers to questions still left the researchers with positive experiences, because they were friendly and helped find the answer from someone else. This should be the case for as many staff/volunteers as possible.


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CONCLUSIONCONCLUSION

In conclusion, it appears that fans who attended the 2011 Wonderful Pistachos 400 race weekend seem very satisfied with the Midway experience. Fans visited many attractions and rated each experience very high on the 1-5 response scale. The most popular attraction, based on number of fans who visited each, was the merchandise trailers, and the fan’s most favorite attraction, based on the satisfaction scale, was the Chevy Fan Fest. In addition, fans were asked what things they would like to see added to the Midway. The responses most frequently noted included:

More places to sit More shaded areas Cooling/misting stations More driver appearances More/cleaner restrooms More giveaways More beer/alcohol

Looking into some of the items listed above could be useful, as a number of the suggestions seemed to be realistic and based upon fans’ experiences at other races. Additionally, the weather from year to year could impact what fans are looking for, as many responses were indicative of the hot weather. Finally, though not a midway attraction, there was a large contingent of fans who indicated that they would like to see the truck race brought back to RIR.


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APPENDIX AAPPENDIX AFan SurveyFan Survey

Richmond International RacewaySeptember 9-10, 2011

1. Have you spent more than 15 minutes in the midway since arriving at the Raceway for the September 2011 race? (If no, do not complete survey)

2. What midway attractions have you visited/participated in this week? (Please circle all that apply, and for each item that applied, rank on the following scale)

Level of satisfaction with the experience in that area Extremely Extremely Dissatisfied Satisfied

Food & Beverage Stands 1 2 3 4 5 N/A

Merchandise Trailers 1 2 3 4 5 N/A

Sponsor Booths 1 2 3 4 5 N/A

Driver Appearances 1 2 3 4 5 N/A

Hospitality 1 2 3 4 5 N/A

SPEED TV Stage 1 2 3 4 5 N/A

American Indoor Go-Kart Track 1 2 3 4 5 N/A

RIR Pit Stop Club 1 2 3 4 5 N/A

VIBE 1 2 3 4 5 N/A

Chevy Fan Fest 1 2 3 4 5 N/A

Miller Lite Ultimate Tail Gate 1 2 3 4 5 N/A

Other: ___________________ 1 2 3 4 5 N/A

3. Of the attractions you went to, which one would you be most likely to return to?

4. If you could add one thing/attraction to the midway at RIR, what would it be?

5. Demographics:Gender Male Female


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Age Range 18-24 25-34 35-44 45-54 55-64 65+

Zip Code _________________

Approximately how many times have you attended this race? ____________


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APPENDIX BAPPENDIX BCustomer Service/’Secret Shopper’ ResponsesCustomer Service/’Secret Shopper’ Responses

Directions to the restroom:

First, I asked an older lady that was checking bags before the entrance to the concourse, and she didn't know the answer. She apologized and told me to ask someone else.

I asked the gentlemen who was scanning tickets, he did not know as well and pointed me in the direction to where someone would be who might know where the restrooms were.

I found an older group of gentlemen, wearing the yellow shirts, and I just went up to all of them and asked my question, and only one of them answered. He said he did not know, it should be around here somewhere and he was very sorry.

I was able to ask eight different people where the closet restroom was. Two were actual vendors. All eight were able to point me in the right direction without hesitation.

Each staff member was friendly, very helpful and took time to give me directions to where I needed to go. I was very pleased with both staff members answers and believe they both passed with flying colors.

On the other hand, I believe many of those directing traffic inside of the gates were horrible. We arrived at Gate 4 and were ushered in by the police which then lead to a staff member directing us to the right. After we took the turn we passed multiple staff, or volunteers, that were certainly not doing anything to help. One man was sitting down and just glared at us as we drove by him. I remember thinking that at any second he was going to stand up and direct us somewhere; nope, just sat there. The next guy was up ahead so we figured that was where we needed to head towards. Guy acted as if he wasn't even part of the staff. Drove right by him too. We basically just followed the road around until we found a random spot close to the fence. It was on a hillside and wasn't very ideal but it was a spot.I understand that many of those guys had probably been there since the early morning hours, standing in the sun directing thousands and thousands of vehicles around a massive field, but they still could have at least waved a flag or done something.

Those that I asked questions to were spot on. Great, friendly people who gave me great information. The guys directing traffic, not so much.

All 3 Females I asked "Where is the Men's restroom?" All pointed me in the right direction to the nearest restroom at RIR.

Directions to first aid and location of AED’s:

Person working a merchandise stand knew that it was in the building next to the ticket booth. Bartender working the Miller Lite tailgate did not know where it was (it was by the restrooms

right by the tailgate). A person working a food stand inside knew where it was. It was across from the restrooms. Guest Services Staff Member: "It's (first aid) located directly outside of Gate 70, the AED is also

located near there as well." State Police Officer near Gate 30: "Each first aid is located on either side (points to show

direction) of where we're standing, and the AED is located there too." RMC Staff Member near our seat: "First aid is right outside of turn 1 near Gate 40 and I believe

the AED is there also." 2 RMC workers did not know the answer A Henrico fire dept worker pointed both first aid stations out to me I asked 3 event employees in the midway area about the locations for these two and each

person that I asked was very friendly and willing to help; however, they did not know the exactly


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location for either. They were willing to find a staff member that would know the location. So, if it were an emergency situation I'd be in trouble, but for our case they were helpful and friendly.

Directions to seat locations:

I was sent into the wrong section by an usher because I guess there was a "Sprint A" section and then a "_____ A" section (I don't know what the other section was called). So of course I have everyone following me up to where he said our seats were and we climbed over a bunch of people who I thought were sitting in our seats to find out I was in the wrong section. I don't know who to blame though. There are 26 letters in the alphabet and an infinite amount of numbers that you can label the sections...why do they need 2 A's in fairly close proximity. We needed up only being a few sections down. The usher should have been aware of that though and read my ticket properly.

As we got closer to the Sprint A section both the other ushers I asked were able to point my seat out for me.

Outside gate - directed me to the gates and told me to ask someone inside Inside the gate - first directed me to the section, second person told me the specific section, row

and pointed in the area where I would be seated. Overall, very competent with seating I asked 3 people and all of them could tell me where my seat was located. I was seated at the

Sprint section letter A. When I asked my 3 individuals they all seemed approachable and eager to help. Only one didn't

tell me exactly where to go but they did direct me to a person who would be more knowledgeable about where to go to find my seat. I even had one person approach me who I wasn't intending on asking come up to me and ask me if I needed any assistance.

My overall experience was very good and I thoroughly enjoyed it.

Directions to an information booth:

All three employees that I asked, each being a seemingly different type and on different parts of the raceway, told me the correct answer.

My question to ask at RIR was where the information booth was. I asked a person wearing an RMC shirt and they were able to tell me the general direction. I also asked a concessions employee and they did not know.

The first person I spoke with was very polite and easily directed me to the closest booth easily. She also pointed out another person in a gold shirt that would be able to answer just about any questions I had.

The second person I spoke with was a little less helpful in general, as they had very little knowledge about the layout of the track grounds, and were unable to direct me to another location I was trying to get to. When I did ask for an information booth in the hopes they had a map, the employee was able to point me in the right direction.

The third person I asked for an informational booth was able to quickly point out the information booth closest to us. He also told me what I would find when I got there, so I knew I would be taken care of.

The girl looking puzzled and said, "I don't know." I thanked her and moved on. The second gentleman I asked, which we were literally 5 feet from the info desk (though I didn't

even know) pointed directly to the info desk and said, "Here you go sir." The last response I got was a younger guy said to me, "Just go around to the left you will find it."

Which it wasn't even close to the right direction and was so vague it didn't help at all to find it.

Directions to the lost and found:


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One woman gave me a blank stare and responded that she had "no idea" where lost and found was.

Another attendant said that he was not sure where it was. The final attendant I asked pointed me in a direction and told me that he thought it was over

there. I did not think that any of the attendants were very helpful. If I had actually lost something, I

probably would have been pretty irritated. I don't know where it is, but if you have an issue with anything I can go get someone for you.". I

never followed through on that statement, however, she did lead me in the correct direction. "Yes, it is right over there to your left." - Guest Services desk worker "Ummm, I think it is by the entrance into the actual raceway..." - Janitorial worker "Yes, it is by the initial entrance into the park area." - Security officer

Directions to a wheelchair ramp/access:

I asked three people; they all pointed me towards the nearest one and all of them were extremely eager to help me. None of them knew off the top of their heads, but they were all given maps before the race, which clearly outlined where each wheelchair access point was and from that, they were able to point me in the right direction.

The man standing on the ramp also told me that I could get help if I needed it getting my family member up the ramp when I got to one of the wheelchair sections.

RMC: didn't know it by head but called over another RMC staff member and they were able to figure it out together.

Information Kiosk: did not know where it was but grabbed a map and was able to point out the sections on the map

Programs Kiosk: did not know where it wasn't able to send me to anyone who did know. RMC: was able to point me right to it (we were standing fairly close to the ramp, whoops).

Direction to where headset/earplugs could be purchased:

I asked 3 volunteers and all 3 were very approachable. Only one didn't have the exact location, but did steer me to the direction of another volunteer who was able to help me.

Volunteer #1: Was very upbeat and gave great feedback to the question. Provided details of what was around the location of the headphones/earplugs, which made it easier to locate the booth.

Volunteer #2: Although he did not know the exact location of the earplugs/headphones, he was very friendly and pointed me in the direction of another volunteer member not far away where I was able to have the question answered.

Volunteer #3: Outgoing personality who loved to chat it up. Was asking how the day had gone so far and who I was there to root for in the race later on. Also, gave directions to the booth, which was the same location as Volunteer #1's location. Did not provide landmarks around the earplugs booth, but was extremely helpful nonetheless.

The first time I asked someone I was near the Coors Light pavilion where there was a RMC worker manning an entrance. After I asked my question he immediately knew where to point me. He gave me explicit directions and even asked if I wanted to rent or buy them. Once he was done explaining where to go, he also added some friendly advice to keep an eye on my personal items, especially my wallet.

The second time I asked someone, I was near one of the entrances to the facility. The man I asked was also a RMC worker and when I asked him he looked somewhat confused. He knew what I was asking for, but seemed to realize quickly that he did not know. Instead of asking his


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colleague who was standing a few feet away from him, he simply told me to walk in a certain direction and they should be down that way somewhere.

The last person I asked was inside the actual stadium. I asked another RMC worker at the front gate where I could purchase a headset and the woman knew right away where to point me. She was probably the friendliest out of all of the people I asked.

Guest Services tent set up by Chevy Fan Fest. When I asked, she knew what I was talking about and was able to direct me to a location and informed me that I could also find them scattered all around the midway.

Programs tent in the main walkway of the midway. The lady in the programs area initially looked surprised by my question and then when she realized what I was talking about she pointed me across the walkway to a Racing Scanner booth and told me I could get some there.

Guest Services representatives on a golf cart. At first they weren't sure and then one of the men said I should look around for something called Racing Electronics and he also said they were scattered all around the midway.

Information about the time the gates open for Saturday’s race: (Friday surveyors only)

RMC Staff (located in Midway): Didn't know the answer, flagged a RMC Supervisor over, Supervisor looked at the schedule and said "2PM"

Guest Services: looked at the schedule and said "gates open at 8AM" RMC Staff (located in parking lot): "around 9AM" I asked a customer service person, RMC usher, and a corporate merchandise person and they

all knew and said 8am. I asked one of the janitorial staff members who was cleaning an area by the bathrooms. His first

response to me was "the gates open the same time as today". He then paused for a few seconds and said "9am". At first, I thought he had no idea what time the gates opened, but I think he assumed I knew what time the gates opened on Friday. After I acted like I didn't know the time for Friday, he gave me an exact time.

I approached one of the RIR booths in the Midway and asked two of the staff members selling the race programs my question. There were two gentlemen at the booth. One of them didn't say a word to me while the other answered "I think the gates open at 10:30am or 11:00am, but I'm not sure." He basically told me what times he would guess the gates open, but not to rely on this information.

The last person I asked my question was the RMC staff at the ticketing gates. I asked the lady who was scanning my ticket to let me into the raceway what time the gates opened and figured she would know the answer. To my surprise she immediately answered "I have no idea.'' She did ask her supervisor who was at the next ticket gate if he knew the answer, but he did not know the answer either. Neither of them were really concerned with finding out the answer to my question and just ushered me into the raceway.

Overall, I never received a clear answer since the two responses I received with a time were not the same. No one went of there way to find out the information for me, but I think the person who knew the most information and was the most confident with his answer was the janitorial staff member.

Woman inside gate near ticket/admin. Office: did not know because she’s not working on Saturday. Had a brochure and looking in it, but could not find the answer. Very nice; good attitude; apologized for not knowing; guessed it was 5:00 p.m.

Male inside race track at turn 2 where the far side of the seating was closed off for Friday practice rounds. Did not know; was working on Saturday; good attitude.

Male at entrance to an area not open to the public just to the left of the Welcome Veterans area. Did not know; said he was not working on Saturday but guessed 5:30 p.m.; good attitude.


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