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© 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Austin, TX 2016 Destination Experience Satisfaction StudySM 1 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. 818 791 845 803 850 839 782 802 780 841 789 838 816 763 797 775 841 782 837 820 743 5006007008009001000OverallSatisfactionTravel/ArrivalLodging¹InfrastructureFood &Beverage²Activities³Cost & FeesAustin, TXSouthwestIndustryAustin, TX (##%) = Contribution to index or measure, may not add to 100% due to rounding. ¹Excluding those who have a personal residence or stayed with friend(s)/relative(s) at the destination. ²Excluding those who only purchased food and/or beverage at a grocery store. ³Based to those who had a cultural, entertainment, sightseeing, sports and adventure, and/or convention/conference experience. 818 811 807 803 802 801 797 783 500600700800900Austin, TXDallas, TXSan Antonio, TXOklahoma City, OKSouthwestFort Worth, TXHouston, TXPhoenix, AZDef. Will Return 74% 70% 70% Def. Will Not Return 1% 1% 1% Def. Will Recommend 62% 58% 63% Def. Will Not Recommend 1% 2% 2% High Attachment 50% 39% 39% Medium Attachment 40% 42% 43% Low Attachment 11% 19% 18% Trip Type: Leisure 72% 74% 79% Trip Type: Business 28% 26% 21% Business Travelers that Extended Trip for Leisure 59% 50% 49% Destination Performance Overall Satisfaction Ranking by Region City Region Industry Key Diagnostics 54% 79% 70% 47% 37% 47% 80% 65% 45% 37% 48% 81% 65% 42% 31% 0%20%40%60%80%100%CulturalEntertainmentSightseeingSports & AdventureConference/ConventionAustin, TXSouthwestIndustryDestination Activity Types Experienced 2 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Variety of food and beverage choices 8.54 0.15 ▲ 0.12 0.00 Quality/Taste of food and beverage 8.54 0.14 0.15 ▲ 0.00 Convenience of location of food and beverage outlets 8.45 0.09 0.07 0.00 Courtesy of food and beverage staff 8.48 0.11 0.18 ▲ 0.00 Overall food and beverage experience 8.56 0.11 0.12 ▲ 0.00 Availability of public transportation 7.88 0.08 (0.03) 0.00 Cleanliness of the metropolitan area 8.15 0.23 ▲ 0.41 ▲ 0.00 Safety/Security of the metropolitan area 8.14 0.24 ▲ 0.34 ▲ 0.00 Clarity of signage/directions 8.07 0.09 0.13 0.00 Availability of public facilities 7.93 0.09 0.22 ▲ 0.00 Overall metropolitan area infrastructure 8.22 0.19 ▲ 0.27 ▲ 0.00 Availability of lodging 8.39 (0.04) (0.03) 0.00 Quality of lodging 8.52 0.09 0.11 0.00 Variety of lodging options 8.38 0.03 0.02 0.00 Convenience of lodging locations 8.51 0.05 0.03 0.00 Overall lodging experience 8.60 0.10 0.12 0.00 Ease of getting to destination from your point of origin 8.11 0.14 0.15 0.00 Convenience of airport location 8.41 0.26 ▲ 0.33 ▲ 0.00 Convenience of train/bus station location # # # # Traffic condition at the destination 7.27 0.02 0.15 0.00 Clarity of signs/directions going into the city/destination 8.20 0.19 ▲ 0.23 ▲ 0.00 Overall arrival/travel to destination experience 8.13 0.05 0.12 0.00 (21%) (22%) (19%) (19%) (19%) Austin, TX (9%) Travel/Arrival (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination ¹Excluding those who have a personal residence or stayed with friend(s)/relative(s) at the destination. ²Excluding those who only purchased food and/or beverage at a grocery store. *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (34%) (11%) (2%) (24%) (29%) Ease of getting to destination 8.11 7.97 7.96 Convenience of airport location 8.41 8.15 8.08 Convenience of train/bus station location # 7.98 7.99 Traffic condition at the destination 7.27 7.25 7.12 Clarity of signs/directions 8.20 8.01 7.97 Overall arrival/travel experience 8.13 8.08 8.01 Difference From Southwest Best in Class Austin Southwest Industry Industry (9%) Lodging¹ (21%) (34%) (23%) (23%) Availability of lodging 8.39 8.43 8.42 Quality of lodging 8.52 8.43 8.41 Variety of lodging options 8.38 8.35 8.36 Convenience of lodging locations 8.51 8.46 8.48 Overall lodging experience 8.60 8.50 8.48 (12%) Infrastructure Availability of public transportation 7.88 7.80 7.91 Cleanliness of the metropolitan area 8.15 7.92 7.74 Safety/Security of the metropolitan area 8.14 7.90 7.80 Clarity of signage/directions 8.07 7.98 7.94 Availability of public facilities 7.93 7.84 7.71 Overall metropolitan area infrastructure 8.22 8.03 7.95 (14%) Food & Beverage² (25%) (27%) (23%) (26%) Variety of food and beverage choices 8.54 8.39 8.42 Quality/Taste of food and beverage 8.54 8.40 8.39 Convenience of location of F&B outlets 8.45 8.36 8.38 Courtesy of food and beverage staff 8.48 8.37 8.30 Overall food and beverage experience 8.56 8.45 8.44 3 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Ease of getting to/from conference/convention location 8.34 (0.05) 0.06 0.00 Friendliness of conference/convention staff 8.52 0.08 0.16 0.00 Overall convention/conference experience 8.65 0.12 0.25 ▲ 0.00 Variety of sports & adventure activities available 8.33 0.07 0.09 0.00 Quality of sports & adventure activities available 8.47 0.14 0.15 0.00 Friendliness of sports & adventure activities staff 8.39 0.05 0.07 0.00 Convenience of location of sports & adventure activities 8.39 0.12 0.15 0.00 Overall sports & activities experience 8.52 0.13 0.17 0.00 Variety of sightseeing activities available 8.45 0.21 ▲ 0.15 0.00 Quality of sightseeing activities 8.54 0.20 ▲ 0.19 ▲ 0.00 Friendliness of sightseeing activities staff 8.50 0.16 0.21 ▲ 0.00 Convenience of location of sightseeing activities 8.45 0.23 ▲ 0.21 ▲ 0.00 Overall sightseeing activities experience 8.59 0.24 ▲ 0.22 ▲ 0.00 Variety of entertainment activities available 8.40 0.14 0.05 0.00 Quality of entertainment activities 8.53 0.22 ▲ 0.16 ▲ 0.00 Friendliness of entertainment activities staff 8.44 0.10 0.12 0.00 Convenience of location of entertainment activities 8.35 0.15 0.07 0.00 Overall entertainment activities experience 8.49 0.15 0.10 0.00 Variety of cultural activities available 8.44 0.11 0.08 0.00 Quality of cultural activities 8.47 0.06 0.06 0.00 Friendliness of cultural activities staff 8.58 0.17 0.21 ▲ 0.00 Convenience of location of cultural activities 8.33 0.03 0.04 0.00 Overall cultural activities experience 8.59 0.12 0.15 0.00 (N/A) (N/A) (N/A) (N/A) Austin, TX (32%) Activities³ (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination ³Based to those who had a cultural, entertainment, sightseeing, sports and adventure, and/or convention/conference experience. *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.44 8.33 8.36 Quality of activities 8.47 8.41 8.41 Friendliness of activities staff 8.58 8.41 8.37 Convenience of location of activities 8.33 8.30 8.29 Overall cultural activities experience 8.59 8.47 8.44 Difference From Southwest Best in Class Austin Southwest Industry Industry Entertainment (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.40 8.26 8.35 Quality of activities 8.53 8.31 8.37 Friendliness of activities staff 8.44 8.34 8.32 Convenience of location of activities 8.35 8.20 8.28 Overall entertainment activities experience 8.49 8.34 8.39 Sightseeing Variety of activities available 8.45 8.24 8.30 Quality of activities 8.54 8.34 8.35 Friendliness of activities staff 8.50 8.34 8.29 Convenience of location of activities 8.45 8.22 8.24 Overall sightseeing activities experience 8.59 8.35 8.37 Sports & Adventure (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.33 8.26 8.24 Quality of activities 8.47 8.33 8.32 Friendliness of activities staff 8.39 8.34 8.32 Convenience of location of activities 8.39 8.27 8.24 Overall sports & activities experience 8.52 8.39 8.35 Culture Conference/Convention (N/A) (N/A) Ease of getting to/from location 8.34 8.39 8.28 Friendliness of conference/convention staff 8.52 8.44 8.36 Overall convention/conference experience 8.65 8.53 8.40 4 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Price paid for lodging 7.85 0.11 0.29 ▲ 0.00 Price paid for transportation/parking (within destination) 7.64 0.11 0.34 ▲ 0.00 Price paid for food and beverage 7.86 0.26 ▲ 0.49 ▲ 0.00 Price paid for entertainment/activities 7.94 0.30 ▲ 0.47 ▲ 0.00 Overall cost & fees satisfaction 7.94 0.21 ▲ 0.43 ▲ 0.00 Austin, TX (23%) Cost & Fees (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (30%) (24%) (23%) (23%) Price paid for lodging 7.85 7.74 7.56 Price paid for transportation/parking 7.64 7.53 7.30 Price paid for food and beverage 7.86 7.60 7.37 Price paid for entertainment/activities 7.94 7.64 7.47 Overall cost & fees satisfaction 7.94 7.73 7.51 Difference From Southwest Best in Class Austin Southwest Industry Industry © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Dallas, TX 2016 Destination Experience Satisfaction StudySM 1 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. 811 788 847 799 843 819 784 802 780 841 789 838 816 763 797 775 841 782 837 820 743 5006007008009001000OverallSatisfactionTravel/ArrivalLodging¹InfrastructureFood &Beverage²Activities³Cost & FeesDallas, TXSouthwestIndustryDallas, TX (##%) = Contribution to index or measure, may not add to 100% due to rounding. ¹Excluding those who have a personal residence or stayed with friend(s)/relative(s) at the destination. ²Excluding those who only purchased food and/or beverage at a grocery store. ³Based to those who had a cultural, entertainment, sightseeing, sports and adventure, and/or convention/conference experience. 818 811 807 803 802 801 797 783 500600700800900Austin, TXDallas, TXSan Antonio, TXOklahoma City, OKSouthwestFort Worth, TXHouston, TXPhoenix, AZDef. Will Return 73% 70% 70% Def. Will Not Return 1% 1% 1% Def. Will Recommend 60% 58% 63% Def. Will Not Recommend 2% 2% 2% High Attachment 43% 39% 39% Medium Attachment 43% 42% 43% Low Attachment 14% 19% 18% Trip Type: Leisure 73% 74% 79% Trip Type: Business 27% 26% 21% Business Travelers that Extended Trip for Leisure 49% 50% 49% Destination Performance Overall Satisfaction Ranking by Region City Region Industry Key Diagnostics 48% 82% 60% 46% 40% 47% 80% 65% 45% 37% 48% 81% 65% 42% 31% 0%20%40%60%80%100%CulturalEntertainmentSightseeingSports & AdventureConference/ConventionDallas, TXSouthwestIndustryDestination Activity Types Experienced 2 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Variety of food and beverage choices 8.46 0.07 0.04 (0.08) Quality/Taste of food and beverage 8.44 0.04 0.05 (0.10) Convenience of location of food and beverage outlets 8.40 0.04 0.02 (0.05) Courtesy of food and beverage staff 8.43 0.06 0.13 ▲ (0.05) Overall food and beverage experience 8.51 0.06 0.07 (0.05) Availability of public transportation 7.94 0.14 0.03 0.06 Cleanliness of the metropolitan area 8.00 0.08 0.26 ▲ (0.15) Safety/Security of the metropolitan area 7.99 0.09 0.19 ▲ (0.15) Clarity of signage/directions 8.05 0.07 0.11 (0.02) Availability of public facilities 7.98 0.14 ▲ 0.27 ▲ 0.05 Overall metropolitan area infrastructure 8.07 0.04 0.12 ▲ (0.15) Availability of lodging 8.47 0.04 0.05 0.08 Quality of lodging 8.53 0.10 0.12 0.01 Variety of lodging options 8.37 0.02 0.01 (0.01) Convenience of lodging locations 8.49 0.03 0.01 (0.02) Overall lodging experience 8.54 0.04 0.06 (0.06) Ease of getting to destination from your point of origin 8.11 0.14 0.15 ▲ 0.00 Convenience of airport location 8.16 0.01 0.08 (0.25) Convenience of train/bus station location # # # # Traffic condition at the destination 7.35 0.10 0.23 ▲ 0.08 Clarity of signs/directions going into the city/destination 8.04 0.03 0.07 (0.16) Overall arrival/travel to destination experience 8.14 0.06 0.13 ▲ 0.01 (21%) (22%) (19%) (19%) (19%) Dallas, TX (9%) Travel/Arrival (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination ¹Excluding those who have a personal residence or stayed with friend(s)/relative(s) at the destination. ²Excluding those who only purchased food and/or beverage at a grocery store. *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (34%) (11%) (2%) (24%) (29%) Ease of getting to destination 8.11 7.97 7.96 Convenience of airport location 8.16 8.15 8.08 Convenience of train/bus station location # 7.98 7.99 Traffic condition at the destination 7.35 7.25 7.12 Clarity of signs/directions 8.04 8.01 7.97 Overall arrival/travel experience 8.14 8.08 8.01 Difference From Southwest Best in Class Dallas Southwest Industry Industry (9%) Lodging¹ (21%) (34%) (23%) (23%) Availability of lodging 8.47 8.43 8.42 Quality of lodging 8.53 8.43 8.41 Variety of lodging options 8.37 8.35 8.36 Convenience of lodging locations 8.49 8.46 8.48 Overall lodging experience 8.54 8.50 8.48 (12%) Infrastructure Availability of public transportation 7.94 7.80 7.91 Cleanliness of the metropolitan area 8.00 7.92 7.74 Safety/Security of the metropolitan area 7.99 7.90 7.80 Clarity of signage/directions 8.05 7.98 7.94 Availability of public facilities 7.98 7.84 7.71 Overall metropolitan area infrastructure 8.07 8.03 7.95 (14%) Food & Beverage² (25%) (27%) (23%) (26%) Variety of food and beverage choices 8.46 8.39 8.42 Quality/Taste of food and beverage 8.44 8.40 8.39 Convenience of location of F&B outlets 8.40 8.36 8.38 Courtesy of food and beverage staff 8.43 8.37 8.30 Overall food and beverage experience 8.51 8.45 8.44 3 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Ease of getting to/from conference/convention location 8.46 0.07 0.18 ▲ 0.12 Friendliness of conference/convention staff 8.48 0.04 0.12 (0.04) Overall convention/conference experience 8.56 0.03 0.16 (0.09) Variety of sports & adventure activities available 8.32 0.06 0.08 (0.01) Quality of sports & adventure activities available 8.34 0.01 0.02 (0.13) Friendliness of sports & adventure activities staff 8.38 0.04 0.06 (0.01) Convenience of location of sports & adventure activities 8.35 0.08 0.11 (0.04) Overall sports & activities experience 8.39 0.00 0.04 (0.13) Variety of sightseeing activities available 8.23 (0.01) (0.07) (0.22) Quality of sightseeing activities 8.35 0.01 0.00 (0.19) Friendliness of sightseeing activities staff 8.43 0.09 0.14 ▲ (0.07) Convenience of location of sightseeing activities 8.28 0.06 0.04 (0.17) Overall sightseeing activities experience 8.40 0.05 0.03 (0.19) Variety of entertainment activities available 8.32 0.06 (0.03) (0.08) Quality of entertainment activities 8.33 0.02 (0.04) (0.20) ▼ Friendliness of entertainment activities staff 8.41 0.07 0.09 (0.03) Convenience of location of entertainment activities 8.24 0.04 (0.04) (0.11) Overall entertainment activities experience 8.39 0.05 0.00 (0.10) Variety of cultural activities available 8.32 (0.01) (0.04) (0.12) Quality of cultural activities 8.42 0.01 0.01 (0.05) Friendliness of cultural activities staff 8.35 (0.06) (0.02) (0.23) Convenience of location of cultural activities 8.33 0.03 0.04 0.00 Overall cultural activities experience 8.48 0.01 0.04 (0.11) (N/A) (N/A) (N/A) (N/A) Dallas, TX (32%) Activities³ (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination ³Based to those who had a cultural, entertainment, sightseeing, sports and adventure, and/or convention/conference experience. *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.32 8.33 8.36 Quality of activities 8.42 8.41 8.41 Friendliness of activities staff 8.35 8.41 8.37 Convenience of location of activities 8.33 8.30 8.29 Overall cultural activities experience 8.48 8.47 8.44 Difference From Southwest Best in Class Dallas Southwest Industry Industry Entertainment (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.32 8.26 8.35 Quality of activities 8.33 8.31 8.37 Friendliness of activities staff 8.41 8.34 8.32 Convenience of location of activities 8.24 8.20 8.28 Overall entertainment activities experience 8.39 8.34 8.39 Sightseeing Variety of activities available 8.23 8.24 8.30 Quality of activities 8.35 8.34 8.35 Friendliness of activities staff 8.43 8.34 8.29 Convenience of location of activities 8.28 8.22 8.24 Overall sightseeing activities experience 8.40 8.35 8.37 Sports & Adventure (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.32 8.26 8.24 Quality of activities 8.34 8.33 8.32 Friendliness of activities staff 8.38 8.34 8.32 Convenience of location of activities 8.35 8.27 8.24 Overall sports & activities experience 8.39 8.39 8.35 Culture Conference/Convention (N/A) (N/A) Ease of getting to/from location 8.46 8.39 8.28 Friendliness of conference/convention staff 8.48 8.44 8.36 Overall convention/conference experience 8.56 8.53 8.40 4 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Price paid for lodging 7.95 0.21 ▲ 0.39 ▲ 0.10 Price paid for transportation/parking (within destination) 7.79 0.26 ▲ 0.49 ▲ 0.15 Price paid for food and beverage 7.82 0.22 ▲ 0.45 ▲ (0.04) Price paid for entertainment/activities 7.80 0.16 ▲ 0.33 ▲ (0.14) Overall cost & fees satisfaction 7.88 0.15 ▲ 0.37 ▲ (0.06) Dallas, TX (23%) Cost & Fees (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (30%) (24%) (23%) (23%) Price paid for lodging 7.95 7.74 7.56 Price paid for transportation/parking 7.79 7.53 7.30 Price paid for food and beverage 7.82 7.60 7.37 Price paid for entertainment/activities 7.80 7.64 7.47 Overall cost & fees satisfaction 7.88 7.73 7.51 Difference From Southwest Best in Class Dallas Southwest Industry Industry © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Fort Worth, TX 2016 Destination Experience Satisfaction StudySM 1 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. 801 771 858 786 831 808 781 802 780 841 789 838 816 763 797 775 841 782 837 820 743 5006007008009001000OverallSatisfactionTravel/ArrivalLodging¹InfrastructureFood &Beverage²Activities³Cost & FeesFort Worth, TXSouthwestIndustryFort Worth, TX (##%) = Contribution to index or measure, may not add to 100% due to rounding. ¹Excluding those who have a personal residence or stayed with friend(s)/relative(s) at the destination. ²Excluding those who only purchased food and/or beverage at a grocery store. ³Based to those who had a cultural, entertainment, sightseeing, sports and adventure, and/or convention/conference experience. 818 811 807 803 802 801 797 783 500600700800900Austin, TXDallas, TXSan Antonio, TXOklahoma City, OKSouthwestFort Worth, TXHouston, TXPhoenix, AZDef. Will Return 73% 70% 70% Def. Will Not Return 1% 1% 1% Def. Will Recommend 57% 58% 63% Def. Will Not Recommend 1% 2% 2% High Attachment 43% 39% 39% Medium Attachment 37% 42% 43% Low Attachment 20% 19% 18% Trip Type: Leisure 73% 74% 79% Trip Type: Business 27% 26% 21% Business Travelers that Extended Trip for Leisure 53% 50% 49% Destination Performance Overall Satisfaction Ranking by Region City Region Industry Key Diagnostics 55% 82% 71% 46% 46% 47% 80% 65% 45% 37% 48% 81% 65% 42% 31% 0%20%40%60%80%100%CulturalEntertainmentSightseeingSports & AdventureConference/ConventionFort Worth, TXSouthwestIndustryDestination Activity Types Experienced 2 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Variety of food and beverage choices 8.28 (0.11) (0.14) (0.26) ▼ Quality/Taste of food and beverage 8.37 (0.03) (0.02) (0.17) Convenience of location of food and beverage outlets 8.28 (0.08) (0.10) (0.17) Courtesy of food and beverage staff 8.30 (0.07) 0.00 (0.18) Overall food and beverage experience 8.41 (0.04) (0.03) (0.15) Availability of public transportation 7.71 (0.09) (0.20) ▼ (0.17) Cleanliness of the metropolitan area 7.97 0.05 0.23 ▲ (0.18) Safety/Security of the metropolitan area 7.95 0.05 0.15 (0.19) Clarity of signage/directions 7.85 (0.13) (0.09) (0.22) ▼ Availability of public facilities 7.80 (0.04) 0.09 (0.13) Overall metropolitan area infrastructure 8.02 (0.01) 0.07 (0.20) ▼ Availability of lodging 8.65 0.22 ▲ 0.23 ▲ 0.26 ▲ Quality of lodging 8.61 0.18 ▲ 0.20 ▲ 0.09 Variety of lodging options 8.51 0.16 0.15 0.13 Convenience of lodging locations 8.55 0.09 0.07 0.04 Overall lodging experience 8.64 0.14 0.16 ▲ 0.04 Ease of getting to destination from your point of origin 7.88 (0.09) (0.08) (0.23) ▼ Convenience of airport location 8.13 (0.02) 0.05 (0.28) Convenience of train/bus station location # # # # Traffic condition at the destination 7.17 (0.08) 0.05 (0.10) Clarity of signs/directions going into the city/destination 7.91 (0.10) (0.06) (0.29) ▼ Overall arrival/travel to destination experience 8.05 (0.03) 0.04 (0.08) (21%) (22%) (19%) (19%) (19%) Fort Worth, TX (9%) Travel/Arrival (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination ¹Excluding those who have a personal residence or stayed with friend(s)/relative(s) at the destination. ²Excluding those who only purchased food and/or beverage at a grocery store. *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (34%) (11%) (2%) (24%) (29%) Ease of getting to destination 7.88 7.97 7.96 Convenience of airport location 8.13 8.15 8.08 Convenience of train/bus station location # 7.98 7.99 Traffic condition at the destination 7.17 7.25 7.12 Clarity of signs/directions 7.91 8.01 7.97 Overall arrival/travel experience 8.05 8.08 8.01 Difference From Southwest Best in Class Fort Worth Southwest Industry Industry (9%) Lodging¹ (21%) (34%) (23%) (23%) Availability of lodging 8.65 8.43 8.42 Quality of lodging 8.61 8.43 8.41 Variety of lodging options 8.51 8.35 8.36 Convenience of lodging locations 8.55 8.46 8.48 Overall lodging experience 8.64 8.50 8.48 (12%) Infrastructure Availability of public transportation 7.71 7.80 7.91 Cleanliness of the metropolitan area 7.97 7.92 7.74 Safety/Security of the metropolitan area 7.95 7.90 7.80 Clarity of signage/directions 7.85 7.98 7.94 Availability of public facilities 7.80 7.84 7.71 Overall metropolitan area infrastructure 8.02 8.03 7.95 (14%) Food & Beverage² (25%) (27%) (23%) (26%) Variety of food and beverage choices 8.28 8.39 8.42 Quality/Taste of food and beverage 8.37 8.40 8.39 Convenience of location of F&B outlets 8.28 8.36 8.38 Courtesy of food and beverage staff 8.30 8.37 8.30 Overall food and beverage experience 8.41 8.45 8.44 3 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Ease of getting to/from conference/convention location 8.34 (0.05) 0.06 0.00 Friendliness of conference/convention staff 8.30 (0.14) (0.06) (0.22) Overall convention/conference experience 8.48 (0.05) 0.08 (0.17) Variety of sports & adventure activities available 8.39 0.13 0.15 0.06 Quality of sports & adventure activities available 8.44 0.11 0.12 (0.03) Friendliness of sports & adventure activities staff 8.36 0.02 0.04 (0.03) Convenience of location of sports & adventure activities 8.35 0.08 0.11 (0.04) Overall sports & activities experience 8.48 0.09 0.13 (0.04) Variety of sightseeing activities available 8.15 (0.09) (0.15) (0.30) ▼ Quality of sightseeing activities 8.21 (0.13) (0.14) (0.33) ▼ Friendliness of sightseeing activities staff 8.26 (0.08) (0.03) (0.24) Convenience of location of sightseeing activities 8.12 (0.10) (0.12) (0.33) ▼ Overall sightseeing activities experience 8.21 (0.14) (0.16) (0.38) ▼ Variety of entertainment activities available 8.26 0.00 (0.09) (0.14) Quality of entertainment activities 8.39 0.08 0.02 (0.14) Friendliness of entertainment activities staff 8.38 0.04 0.06 (0.06) Convenience of location of entertainment activities 8.14 (0.06) (0.14) (0.21) Overall entertainment activities experience 8.38 0.04 (0.01) (0.11) Variety of cultural activities available 8.22 (0.11) (0.14) (0.22) Quality of cultural activities 8.31 (0.10) (0.10) (0.16) Friendliness of cultural activities staff 8.34 (0.07) (0.03) (0.24) Convenience of location of cultural activities 8.08 (0.22) (0.21) (0.25) Overall cultural activities experience 8.31 (0.16) (0.13) (0.28) ▼ (N/A) (N/A) (N/A) (N/A) Fort Worth, TX (32%) Activities³ (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination ³Based to those who had a cultural, entertainment, sightseeing, sports and adventure, and/or convention/conference experience. *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.22 8.33 8.36 Quality of activities 8.31 8.41 8.41 Friendliness of activities staff 8.34 8.41 8.37 Convenience of location of activities 8.08 8.30 8.29 Overall cultural activities experience 8.31 8.47 8.44 Difference From Southwest Best in Class Fort Worth Southwest Industry Industry Entertainment (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.26 8.26 8.35 Quality of activities 8.39 8.31 8.37 Friendliness of activities staff 8.38 8.34 8.32 Convenience of location of activities 8.14 8.20 8.28 Overall entertainment activities experience 8.38 8.34 8.39 Sightseeing Variety of activities available 8.15 8.24 8.30 Quality of activities 8.21 8.34 8.35 Friendliness of activities staff 8.26 8.34 8.29 Convenience of location of activities 8.12 8.22 8.24 Overall sightseeing activities experience 8.21 8.35 8.37 Sports & Adventure (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.39 8.26 8.24 Quality of activities 8.44 8.33 8.32 Friendliness of activities staff 8.36 8.34 8.32 Convenience of location of activities 8.35 8.27 8.24 Overall sports & activities experience 8.48 8.39 8.35 Culture Conference/Convention (N/A) (N/A) Ease of getting to/from location 8.34 8.39 8.28 Friendliness of conference/convention staff 8.30 8.44 8.36 Overall convention/conference experience 8.48 8.53 8.40 4 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Price paid for lodging 7.99 0.25 ▲ 0.43 ▲ 0.14 Price paid for transportation/parking (within destination) 7.70 0.17 0.40 ▲ 0.06 Price paid for food and beverage 7.72 0.12 0.35 ▲ (0.14) Price paid for entertainment/activities 7.75 0.11 0.28 ▲ (0.19) Overall cost & fees satisfaction 7.86 0.13 0.35 ▲ (0.08) Fort Worth, TX (23%) Cost & Fees (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (30%) (24%) (23%) (23%) Price paid for lodging 7.99 7.74 7.56 Price paid for transportation/parking 7.70 7.53 7.30 Price paid for food and beverage 7.72 7.60 7.37 Price paid for entertainment/activities 7.75 7.64 7.47 Overall cost & fees satisfaction 7.86 7.73 7.51 Difference From Southwest Best in Class Fort Worth Southwest Industry Industry © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Houston, TX 2016 Destination Experience Satisfaction StudySM 1 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. 797 769 838 785 832 809 759 802 780 841 789 838 816 763 797 775 841 782 837 820 743 5006007008009001000OverallSatisfactionTravel/ArrivalLodging¹InfrastructureFood &Beverage²Activities³Cost & FeesHouston, TXSouthwestIndustryHouston, TX (##%) = Contribution to index or measure, may not add to 100% due to rounding. ¹Excluding those who have a personal residence or stayed with friend(s)/relative(s) at the destination. ²Excluding those who only purchased food and/or beverage at a grocery store. ³Based to those who had a cultural, entertainment, sightseeing, sports and adventure, and/or convention/conference experience. 818 811 807 803 802 801 797 783 500600700800900Austin, TXDallas, TXSan Antonio, TXOklahoma City, OKSouthwestFort Worth, TXHouston, TXPhoenix, AZDef. Will Return 70% 70% 70% Def. Will Not Return 1% 1% 1% Def. Will Recommend 55% 58% 63% Def. Will Not Recommend 3% 2% 2% High Attachment 36% 39% 39% Medium Attachment 41% 42% 43% Low Attachment 23% 19% 18% Trip Type: Leisure 70% 74% 79% Trip Type: Business 30% 26% 21% Business Travelers that Extended Trip for Leisure 51% 50% 49% Destination Performance Overall Satisfaction Ranking by Region City Region Industry Key Diagnostics 44% 79% 63% 41% 39% 47% 80% 65% 45% 37% 48% 81% 65% 42% 31% 0%20%40%60%80%100%CulturalEntertainmentSightseeingSports & AdventureConference/ConventionHouston, TXSouthwestIndustryDestination Activity Types Experienced 2 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Variety of food and beverage choices 8.34 (0.05) (0.08) (0.20) ▼ Quality/Taste of food and beverage 8.35 (0.05) (0.04) (0.19) ▼ Convenience of location of food and beverage outlets 8.30 (0.06) (0.08) (0.15) Courtesy of food and beverage staff 8.30 (0.07) 0.00 (0.18) Overall food and beverage experience 8.39 (0.06) (0.05) (0.17) ▼ Availability of public transportation 7.77 (0.03) (0.14) (0.11) Cleanliness of the metropolitan area 7.86 (0.06) 0.12 (0.29) ▼ Safety/Security of the metropolitan area 7.81 (0.09) 0.01 (0.33) ▼ Clarity of signage/directions 7.97 (0.01) 0.03 (0.10) Availability of public facilities 7.82 (0.02) 0.11 (0.11) Overall metropolitan area infrastructure 7.93 (0.10) (0.02) (0.29) ▼ Availability of lodging 8.39 (0.04) (0.03) 0.00 Quality of lodging 8.39 (0.04) (0.02) (0.13) Variety of lodging options 8.34 (0.01) (0.02) (0.04) Convenience of lodging locations 8.46 0.00 (0.02) (0.05) Overall lodging experience 8.48 (0.02) 0.00 (0.12) Ease of getting to destination from your point of origin 7.86 (0.11) (0.10) (0.25) ▼ Convenience of airport location 8.25 0.10 0.17 (0.16) Convenience of train/bus station location # # # # Traffic condition at the destination 7.05 (0.20) ▼ (0.07) (0.22) Clarity of signs/directions going into the city/destination 7.96 (0.05) (0.01) (0.24) ▼ Overall arrival/travel to destination experience 7.98 (0.10) (0.03) (0.15) (21%) (22%) (19%) (19%) (19%) Houston, TX (9%) Travel/Arrival (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination ¹Excluding those who have a personal residence or stayed with friend(s)/relative(s) at the destination. ²Excluding those who only purchased food and/or beverage at a grocery store. *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (34%) (11%) (2%) (24%) (29%) Ease of getting to destination 7.86 7.97 7.96 Convenience of airport location 8.25 8.15 8.08 Convenience of train/bus station location # 7.98 7.99 Traffic condition at the destination 7.05 7.25 7.12 Clarity of signs/directions 7.96 8.01 7.97 Overall arrival/travel experience 7.98 8.08 8.01 Difference From Southwest Best in Class Houston Southwest Industry Industry (9%) Lodging¹ (21%) (34%) (23%) (23%) Availability of lodging 8.39 8.43 8.42 Quality of lodging 8.39 8.43 8.41 Variety of lodging options 8.34 8.35 8.36 Convenience of lodging locations 8.46 8.46 8.48 Overall lodging experience 8.48 8.50 8.48 (12%) Infrastructure Availability of public transportation 7.77 7.80 7.91 Cleanliness of the metropolitan area 7.86 7.92 7.74 Safety/Security of the metropolitan area 7.81 7.90 7.80 Clarity of signage/directions 7.97 7.98 7.94 Availability of public facilities 7.82 7.84 7.71 Overall metropolitan area infrastructure 7.93 8.03 7.95 (14%) Food & Beverage² (25%) (27%) (23%) (26%) Variety of food and beverage choices 8.34 8.39 8.42 Quality/Taste of food and beverage 8.35 8.40 8.39 Convenience of location of F&B outlets 8.30 8.36 8.38 Courtesy of food and beverage staff 8.30 8.37 8.30 Overall food and beverage experience 8.39 8.45 8.44 3 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Ease of getting to/from conference/convention location 8.43 0.04 0.15 0.09 Friendliness of conference/convention staff 8.53 0.09 0.17 0.01 Overall convention/conference experience 8.58 0.05 0.18 ▲ (0.07) Variety of sports & adventure activities available 8.26 0.00 0.02 (0.07) Quality of sports & adventure activities available 8.38 0.05 0.06 (0.09) Friendliness of sports & adventure activities staff 8.37 0.03 0.05 (0.02) Convenience of location of sports & adventure activities 8.17 (0.10) (0.07) (0.22) Overall sports & activities experience 8.36 (0.03) 0.01 (0.16) Variety of sightseeing activities available 8.18 (0.06) (0.12) (0.27) ▼ Quality of sightseeing activities 8.26 (0.08) (0.09) (0.28) ▼ Friendliness of sightseeing activities staff 8.24 (0.10) (0.05) (0.26) ▼ Convenience of location of sightseeing activities 8.15 (0.07) (0.09) (0.30) ▼ Overall sightseeing activities experience 8.23 (0.12) (0.14) (0.36) ▼ Variety of entertainment activities available 8.24 (0.02) (0.11) (0.16) Quality of entertainment activities 8.24 (0.07) (0.13) ▼ (0.29) ▼ Friendliness of entertainment activities staff 8.25 (0.09) (0.07) (0.19) Convenience of location of entertainment activities 8.11 (0.09) (0.17) ▼ (0.24) ▼ Overall entertainment activities experience 8.22 (0.12) (0.17) ▼ (0.27) ▼ Variety of cultural activities available 8.38 0.05 0.02 (0.06) Quality of cultural activities 8.44 0.03 0.03 (0.03) Friendliness of cultural activities staff 8.41 0.00 0.04 (0.17) Convenience of location of cultural activities 8.33 0.03 0.04 0.00 Overall cultural activities experience 8.47 0.00 0.03 (0.12) (N/A) (N/A) (N/A) (N/A) Houston, TX (32%) Activities³ (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination ³Based to those who had a cultural, entertainment, sightseeing, sports and adventure, and/or convention/conference experience. *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.38 8.33 8.36 Quality of activities 8.44 8.41 8.41 Friendliness of activities staff 8.41 8.41 8.37 Convenience of location of activities 8.33 8.30 8.29 Overall cultural activities experience 8.47 8.47 8.44 Difference From Southwest Best in Class Houston Southwest Industry Industry Entertainment (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.24 8.26 8.35 Quality of activities 8.24 8.31 8.37 Friendliness of activities staff 8.25 8.34 8.32 Convenience of location of activities 8.11 8.20 8.28 Overall entertainment activities experience 8.22 8.34 8.39 Sightseeing Variety of activities available 8.18 8.24 8.30 Quality of activities 8.26 8.34 8.35 Friendliness of activities staff 8.24 8.34 8.29 Convenience of location of activities 8.15 8.22 8.24 Overall sightseeing activities experience 8.23 8.35 8.37 Sports & Adventure (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.26 8.26 8.24 Quality of activities 8.38 8.33 8.32 Friendliness of activities staff 8.37 8.34 8.32 Convenience of location of activities 8.17 8.27 8.24 Overall sports & activities experience 8.36 8.39 8.35 Culture Conference/Convention (N/A) (N/A) Ease of getting to/from location 8.43 8.39 8.28 Friendliness of conference/convention staff 8.53 8.44 8.36 Overall convention/conference experience 8.58 8.53 8.40 4 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Price paid for lodging 7.67 (0.07) 0.11 (0.18) Price paid for transportation/parking (within destination) 7.48 (0.05) 0.18 ▲ (0.16) Price paid for food and beverage 7.59 (0.01) 0.22 ▲ (0.27) ▼ Price paid for entertainment/activities 7.60 (0.04) 0.13 ▲ (0.34) ▼ Overall cost & fees satisfaction 7.67 (0.06) 0.16 ▲ (0.27) ▼ Houston, TX (23%) Cost & Fees (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (30%) (24%) (23%) (23%) Price paid for lodging 7.67 7.74 7.56 Price paid for transportation/parking 7.48 7.53 7.30 Price paid for food and beverage 7.59 7.60 7.37 Price paid for entertainment/activities 7.60 7.64 7.47 Overall cost & fees satisfaction 7.67 7.73 7.51 Difference From Southwest Best in Class Houston Southwest Industry Industry © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Oklahoma City, OK 2016 Destination Experience Satisfaction StudySM 1 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. 803 800 834 790 836 807 774 802 780 841 789 838 816 763 797 775 841 782 837 820 743 5006007008009001000OverallSatisfactionTravel/ArrivalLodging¹InfrastructureFood &Beverage²Activities³Cost & FeesOklahoma City, OKSouthwestIndustryOklahoma City, OK (##%) = Contribution to index or measure, may not add to 100% due to rounding. ¹Excluding those who have a personal residence or stayed with friend(s)/relative(s) at the destination. ²Excluding those who only purchased food and/or beverage at a grocery store. ³Based to those who had a cultural, entertainment, sightseeing, sports and adventure, and/or convention/conference experience. 818 811 807 803 802 801 797 783 500600700800900Austin, TXDallas, TXSan Antonio, TXOklahoma City, OKSouthwestFort Worth, TXHouston, TXPhoenix, AZDef. Will Return 63% 70% 70% Def. Will Not Return 2% 1% 1% Def. Will Recommend 50% 58% 63% Def. Will Not Recommend 2% 2% 2% High Attachment 32% 39% 39% Medium Attachment 44% 42% 43% Low Attachment 24% 19% 18% Trip Type: Leisure 73% 74% 79% Trip Type: Business 27% 26% 21% Business Travelers that Extended Trip for Leisure 44% 50% 49% Destination Performance Overall Satisfaction Ranking by Region City Region Industry Key Diagnostics 48% 81% 63% 45% 41% 47% 80% 65% 45% 37% 48% 81% 65% 42% 31% 0%20%40%60%80%100%CulturalEntertainmentSightseeingSports & AdventureConference/ConventionOklahoma City, OKSouthwestIndustryDestination Activity Types Experienced 2 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Difference From Southwest Best in Class Oklahoma City Southwest Industry Industry Variety of food and beverage choices 8.33 (0.06) (0.09) (0.21) ▼ Quality/Taste of food and beverage 8.39 (0.01) 0.00 (0.15) Convenience of location of food and beverage outlets 8.30 (0.06) (0.08) (0.15) Courtesy of food and beverage staff 8.41 0.04 0.11 (0.07) Overall food and beverage experience 8.43 (0.02) (0.01) (0.13) Availability of public transportation 7.75 (0.05) (0.16) (0.13) Cleanliness of the metropolitan area 7.87 (0.05) 0.13 (0.28) ▼ Safety/Security of the metropolitan area 8.03 0.13 0.23 ▲ (0.11) Clarity of signage/directions 8.05 0.07 0.11 (0.02) Availability of public facilities 7.85 0.01 0.14 (0.08) Overall metropolitan area infrastructure 8.10 0.07 0.15 ▲ (0.12) Availability of lodging 8.42 (0.01) 0.00 0.03 Quality of lodging 8.34 (0.09) (0.07) (0.18) Variety of lodging options 8.16 (0.19) ▼ (0.20) ▼ (0.22) Convenience of lodging locations 8.43 (0.03) (0.05) (0.08) Overall lodging experience 8.40 (0.10) (0.08) (0.20) Ease of getting to destination from your point of origin 8.17 0.20 ▲ 0.21 ▲ 0.06 Convenience of airport location 8.25 0.10 0.17 (0.16) Convenience of train/bus station location # # # # Traffic condition at the destination 7.60 0.35 ▲ 0.48 ▲ 0.33 ▲ Clarity of signs/directions going into the city/destination 8.13 0.12 0.16 ▲ (0.07) Overall arrival/travel to destination experience 8.27 0.19 ▲ 0.26 ▲ 0.14 (21%) (22%) (19%) (19%) (19%) Oklahoma City, OK (9%) Travel/Arrival (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination ¹Excluding those who have a personal residence or stayed with friend(s)/relative(s) at the destination. ²Excluding those who only purchased food and/or beverage at a grocery store. *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (34%) (11%) (2%) (24%) (29%) Ease of getting to destination 8.17 7.97 7.96 Convenience of airport location 8.25 8.15 8.08 Convenience of train/bus station location # 7.98 7.99 Traffic condition at the destination 7.60 7.25 7.12 Clarity of signs/directions 8.13 8.01 7.97 Overall arrival/travel experience 8.27 8.08 8.01 (9%) Lodging¹ (21%) (34%) (23%) (23%) Availability of lodging 8.42 8.43 8.42 Quality of lodging 8.34 8.43 8.41 Variety of lodging options 8.16 8.35 8.36 Convenience of lodging locations 8.43 8.46 8.48 Overall lodging experience 8.40 8.50 8.48 (12%) Infrastructure Availability of public transportation 7.75 7.80 7.91 Cleanliness of the metropolitan area 7.87 7.92 7.74 Safety/Security of the metropolitan area 8.03 7.90 7.80 Clarity of signage/directions 8.05 7.98 7.94 Availability of public facilities 7.85 7.84 7.71 Overall metropolitan area infrastructure 8.10 8.03 7.95 (14%) Food & Beverage² (25%) (27%) (23%) (26%) Variety of food and beverage choices 8.33 8.39 8.42 Quality/Taste of food and beverage 8.39 8.40 8.39 Convenience of location of F&B outlets 8.30 8.36 8.38 Courtesy of food and beverage staff 8.41 8.37 8.30 Overall food and beverage experience 8.43 8.45 8.44 3 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Difference From Southwest Best in Class Oklahoma City Southwest Industry Industry Ease of getting to/from conference/convention location 8.07 (0.32) ▼ (0.21) (0.27) Friendliness of conference/convention staff 8.15 (0.29) ▼ (0.21) (0.37) ▼ Overall convention/conference experience 8.27 (0.26) ▼ (0.13) (0.38) ▼ Variety of sports & adventure activities available 8.04 (0.22) (0.20) (0.29) Quality of sports & adventure activities available 8.06 (0.27) ▼ (0.26) ▼ (0.41) ▼ Friendliness of sports & adventure activities staff 8.21 (0.13) (0.11) (0.18) Convenience of location of sports & adventure activities 8.13 (0.14) (0.11) (0.26) Overall sports & activities experience 8.35 (0.04) 0.00 (0.17) Variety of sightseeing activities available 8.18 (0.06) (0.12) (0.27) ▼ Quality of sightseeing activities 8.22 (0.12) (0.13) (0.32) ▼ Friendliness of sightseeing activities staff 8.27 (0.07) (0.02) (0.23) Convenience of location of sightseeing activities 8.06 (0.16) (0.18) (0.39) ▼ Overall sightseeing activities experience 8.29 (0.06) (0.08) (0.30) ▼ Variety of entertainment activities available 8.07 (0.19) ▼ (0.28) ▼ (0.33) ▼ Quality of entertainment activities 8.19 (0.12) (0.18) ▼ (0.34) ▼ Friendliness of entertainment activities staff 8.23 (0.11) (0.09) (0.21) Convenience of location of entertainment activities 8.11 (0.09) (0.17) ▼ (0.24) ▼ Overall entertainment activities experience 8.22 (0.12) (0.17) ▼ (0.27) ▼ Variety of cultural activities available 8.11 (0.22) (0.25) ▼ (0.33) ▼ Quality of cultural activities 8.34 (0.07) (0.07) (0.13) Friendliness of cultural activities staff 8.31 (0.10) (0.06) (0.27) Convenience of location of cultural activities 8.24 (0.06) (0.05) (0.09) Overall cultural activities experience 8.32 (0.15) (0.12) (0.27) ▼ (N/A) (N/A) (N/A) (N/A) Oklahoma City, OK (32%) Activities³ (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination ³Based to those who had a cultural, entertainment, sightseeing, sports and adventure, and/or convention/conference experience. *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.11 8.33 8.36 Quality of activities 8.34 8.41 8.41 Friendliness of activities staff 8.31 8.41 8.37 Convenience of location of activities 8.24 8.30 8.29 Overall cultural activities experience 8.32 8.47 8.44 Entertainment (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.07 8.26 8.35 Quality of activities 8.19 8.31 8.37 Friendliness of activities staff 8.23 8.34 8.32 Convenience of location of activities 8.11 8.20 8.28 Overall entertainment activities experience 8.22 8.34 8.39 Sightseeing Variety of activities available 8.18 8.24 8.30 Quality of activities 8.22 8.34 8.35 Friendliness of activities staff 8.27 8.34 8.29 Convenience of location of activities 8.06 8.22 8.24 Overall sightseeing activities experience 8.29 8.35 8.37 Sports & Adventure (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.04 8.26 8.24 Quality of activities 8.06 8.33 8.32 Friendliness of activities staff 8.21 8.34 8.32 Convenience of location of activities 8.13 8.27 8.24 Overall sports & activities experience 8.35 8.39 8.35 Culture Conference/Convention (N/A) (N/A) Ease of getting to/from location 8.07 8.39 8.28 Friendliness of conference/convention staff 8.15 8.44 8.36 Overall convention/conference experience 8.27 8.53 8.40 4 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Difference From Southwest Best in Class Oklahoma City Southwest Industry Industry Price paid for lodging 7.74 0.00 0.18 (0.11) Price paid for transportation/parking (within destination) 7.73 0.20 ▲ 0.43 ▲ 0.09 Price paid for food and beverage 7.69 0.09 0.32 ▲ (0.17) Price paid for entertainment/activities 7.82 0.18 ▲ 0.35 ▲ (0.12) Overall cost & fees satisfaction 7.88 0.15 ▲ 0.37 ▲ (0.06) Oklahoma City, OK (23%) Cost & Fees (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (30%) (24%) (23%) (23%) Price paid for lodging 7.74 7.74 7.56 Price paid for transportation/parking 7.73 7.53 7.30 Price paid for food and beverage 7.69 7.60 7.37 Price paid for entertainment/activities 7.82 7.64 7.47 Overall cost & fees satisfaction 7.88 7.73 7.51 © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Phoenix, AZ 2016 Destination Experience Satisfaction StudySM 1 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. 783 776 826 770 820 805 727 802 780 841 789 838 816 763 797 775 841 782 837 820 743 5006007008009001000OverallSatisfactionTravel/ArrivalLodging¹InfrastructureFood &Beverage²Activities³Cost & FeesPhoenix, AZSouthwestIndustryPhoenix, AZ (##%) = Contribution to index or measure, may not add to 100% due to rounding. ¹Excluding those who have a personal residence or stayed with friend(s)/relative(s) at the destination. ²Excluding those who only purchased food and/or beverage at a grocery store. ³Based to those who had a cultural, entertainment, sightseeing, sports and adventure, and/or convention/conference experience. 818 811 807 803 802 801 797 783 500600700800900Austin, TXDallas, TXSan Antonio, TXOklahoma City, OKSouthwestFort Worth, TXHouston, TXPhoenix, AZDef. Will Return 66% 70% 70% Def. Will Not Return 1% 1% 1% Def. Will Recommend 54% 58% 63% Def. Will Not Recommend 2% 2% 2% High Attachment 33% 39% 39% Medium Attachment 45% 42% 43% Low Attachment 22% 19% 18% Trip Type: Leisure 83% 74% 79% Trip Type: Business 17% 26% 21% Business Travelers that Extended Trip for Leisure 41% 50% 49% Destination Performance Overall Satisfaction Ranking by Region City Region Industry Key Diagnostics 39% 75% 62% 45% 24% 47% 80% 65% 45% 37% 48% 81% 65% 42% 31% 0%20%40%60%80%100%CulturalEntertainmentSightseeingSports & AdventureConference/ConventionPhoenix, AZSouthwestIndustryDestination Activity Types Experienced 2 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Variety of food and beverage choices 8.19 (0.20) ▼ (0.23) ▼ (0.35) ▼ Quality/Taste of food and beverage 8.23 (0.17) ▼ (0.16) ▼ (0.31) ▼ Convenience of location of food and beverage outlets 8.21 (0.15) ▼ (0.17) ▼ (0.24) ▼ Courtesy of food and beverage staff 8.18 (0.19) ▼ (0.12) ▼ (0.30) ▼ Overall food and beverage experience 8.26 (0.19) ▼ (0.18) ▼ (0.30) ▼ Availability of public transportation 7.54 (0.26) ▼ (0.37) ▼ (0.34) ▼ Cleanliness of the metropolitan area 7.76 (0.16) ▼ 0.02 (0.39) ▼ Safety/Security of the metropolitan area 7.67 (0.23) ▼ (0.13) ▼ (0.47) ▼ Clarity of signage/directions 7.86 (0.12) (0.08) (0.21) ▼ Availability of public facilities 7.65 (0.19) ▼ (0.06) (0.28) ▼ Overall metropolitan area infrastructure 7.92 (0.11) (0.03) (0.30) ▼ Availability of lodging 8.24 (0.19) ▼ (0.18) ▼ (0.15) Quality of lodging 8.27 (0.16) ▼ (0.14) ▼ (0.25) ▼ Variety of lodging options 8.25 (0.10) (0.11) (0.13) Convenience of lodging locations 8.30 (0.16) ▼ (0.18) ▼ (0.21) Overall lodging experience 8.36 (0.14) (0.12) (0.24) ▼ Ease of getting to destination from your point of origin 7.86 (0.11) (0.10) (0.25) ▼ Convenience of airport location 8.02 (0.13) (0.06) (0.39) ▼ Convenience of train/bus station location # # # # Traffic condition at the destination 7.30 0.05 0.18 ▲ 0.03 Clarity of signs/directions going into the city/destination 7.98 (0.03) 0.01 (0.22) ▼ Overall arrival/travel to destination experience 8.06 (0.02) 0.05 (0.07) (21%) (22%) (19%) (19%) (19%) Phoenix, AZ (9%) Travel/Arrival (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination ¹Excluding those who have a personal residence or stayed with friend(s)/relative(s) at the destination. ²Excluding those who only purchased food and/or beverage at a grocery store. *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (34%) (11%) (2%) (24%) (29%) Ease of getting to destination 7.86 7.97 7.96 Convenience of airport location 8.02 8.15 8.08 Convenience of train/bus station location # 7.98 7.99 Traffic condition at the destination 7.30 7.25 7.12 Clarity of signs/directions 7.98 8.01 7.97 Overall arrival/travel experience 8.06 8.08 8.01 Difference From Southwest Best in Class Phoenix Southwest Industry Industry (9%) Lodging¹ (21%) (34%) (23%) (23%) Availability of lodging 8.24 8.43 8.42 Quality of lodging 8.27 8.43 8.41 Variety of lodging options 8.25 8.35 8.36 Convenience of lodging locations 8.30 8.46 8.48 Overall lodging experience 8.36 8.50 8.48 (12%) Infrastructure Availability of public transportation 7.54 7.80 7.91 Cleanliness of the metropolitan area 7.76 7.92 7.74 Safety/Security of the metropolitan area 7.67 7.90 7.80 Clarity of signage/directions 7.86 7.98 7.94 Availability of public facilities 7.65 7.84 7.71 Overall metropolitan area infrastructure 7.92 8.03 7.95 (14%) Food & Beverage² (25%) (27%) (23%) (26%) Variety of food and beverage choices 8.19 8.39 8.42 Quality/Taste of food and beverage 8.23 8.40 8.39 Convenience of location of F&B outlets 8.21 8.36 8.38 Courtesy of food and beverage staff 8.18 8.37 8.30 Overall food and beverage experience 8.26 8.45 8.44 3 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Ease of getting to/from conference/convention location 8.30 (0.09) 0.02 (0.04) Friendliness of conference/convention staff 8.43 (0.01) 0.07 (0.09) Overall convention/conference experience 8.40 (0.13) 0.00 (0.25) Variety of sports & adventure activities available 8.25 (0.01) 0.01 (0.08) Quality of sports & adventure activities available 8.32 (0.01) 0.00 (0.15) Friendliness of sports & adventure activities staff 8.24 (0.10) (0.08) (0.15) Convenience of location of sports & adventure activities 8.22 (0.05) (0.02) (0.17) Overall sports & activities experience 8.36 (0.03) 0.01 (0.16) Variety of sightseeing activities available 8.15 (0.09) (0.15) ▼ (0.30) ▼ Quality of sightseeing activities 8.28 (0.06) (0.07) (0.26) ▼ Friendliness of sightseeing activities staff 8.25 (0.09) (0.04) (0.25) ▼ Convenience of location of sightseeing activities 8.04 (0.18) ▼ (0.20) ▼ (0.41) ▼ Overall sightseeing activities experience 8.24 (0.11) (0.13) (0.35) ▼ Variety of entertainment activities available 8.05 (0.21) ▼ (0.30) ▼ (0.35) ▼ Quality of entertainment activities 8.12 (0.19) ▼ (0.25) ▼ (0.41) ▼ Friendliness of entertainment activities staff 8.19 (0.15) ▼ (0.13) ▼ (0.25) ▼ Convenience of location of entertainment activities 8.07 (0.13) (0.21) ▼ (0.28) ▼ Overall entertainment activities experience 8.20 (0.14) ▼ (0.19) ▼ (0.29) ▼ Variety of cultural activities available 8.33 0.00 (0.03) (0.11) Quality of cultural activities 8.33 (0.08) (0.08) (0.14) Friendliness of cultural activities staff 8.43 0.02 0.06 (0.15) Convenience of location of cultural activities 8.25 (0.05) (0.04) (0.08) Overall cultural activities experience 8.41 (0.06) (0.03) (0.18) (N/A) (N/A) (N/A) (N/A) Phoenix, AZ (32%) Activities³ (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination ³Based to those who had a cultural, entertainment, sightseeing, sports and adventure, and/or convention/conference experience. *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.33 8.33 8.36 Quality of activities 8.33 8.41 8.41 Friendliness of activities staff 8.43 8.41 8.37 Convenience of location of activities 8.25 8.30 8.29 Overall cultural activities experience 8.41 8.47 8.44 Difference From Southwest Best in Class Phoenix Southwest Industry Industry Entertainment (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.05 8.26 8.35 Quality of activities 8.12 8.31 8.37 Friendliness of activities staff 8.19 8.34 8.32 Convenience of location of activities 8.07 8.20 8.28 Overall entertainment activities experience 8.20 8.34 8.39 Sightseeing Variety of activities available 8.15 8.24 8.30 Quality of activities 8.28 8.34 8.35 Friendliness of activities staff 8.25 8.34 8.29 Convenience of location of activities 8.04 8.22 8.24 Overall sightseeing activities experience 8.24 8.35 8.37 Sports & Adventure (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.25 8.26 8.24 Quality of activities 8.32 8.33 8.32 Friendliness of activities staff 8.24 8.34 8.32 Convenience of location of activities 8.22 8.27 8.24 Overall sports & activities experience 8.36 8.39 8.35 Culture Conference/Convention (N/A) (N/A) Ease of getting to/from location 8.30 8.39 8.28 Friendliness of conference/convention staff 8.43 8.44 8.36 Overall convention/conference experience 8.40 8.53 8.40 4 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Price paid for lodging 7.40 (0.34) ▼ (0.16) (0.45) ▼ Price paid for transportation/parking (within destination) 7.19 (0.34) ▼ (0.11) (0.45) ▼ Price paid for food and beverage 7.18 (0.42) ▼ (0.19) ▼ (0.68) ▼ Price paid for entertainment/activities 7.28 (0.36) ▼ (0.19) ▼ (0.66) ▼ Overall cost & fees satisfaction 7.40 (0.33) ▼ (0.11) (0.54) ▼ Phoenix, AZ (23%) Cost & Fees (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (30%) (24%) (23%) (23%) Price paid for lodging 7.40 7.74 7.56 Price paid for transportation/parking 7.19 7.53 7.30 Price paid for food and beverage 7.18 7.60 7.37 Price paid for entertainment/activities 7.28 7.64 7.47 Overall cost & fees satisfaction 7.40 7.73 7.51 Difference From Southwest Best in Class Phoenix Southwest Industry Industry © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. San Antonio, TX 2016 Destination Experience Satisfaction StudySM 1 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. 807 776 845 792 861 831 750 802 780 841 789 838 816 763 797 775 841 782 837 820 743 5006007008009001000OverallSatisfactionTravel/ArrivalLodging¹InfrastructureFood &Beverage²Activities³Cost & FeesSan Antonio, TXSouthwestIndustrySan Antonio, TX (##%) = Contribution to index or measure, may not add to 100% due to rounding. ¹Excluding those who have a personal residence or stayed with friend(s)/relative(s) at the destination. ²Excluding those who only purchased food and/or beverage at a grocery store. ³Based to those who had a cultural, entertainment, sightseeing, sports and adventure, and/or convention/conference experience. 818 811 807 803 802 801 797 783 500600700800900Austin, TXDallas, TXSan Antonio, TXOklahoma City, OKSouthwestFort Worth, TXHouston, TXPhoenix, AZDef. Will Return 70% 70% 70% Def. Will Not Return 1% 1% 1% Def. Will Recommend 67% 58% 63% Def. Will Not Recommend 1% 2% 2% High Attachment 40% 39% 39% Medium Attachment 43% 42% 43% Low Attachment 17% 19% 18% Trip Type: Leisure 77% 74% 79% Trip Type: Business 23% 26% 21% Business Travelers that Extended Trip for Leisure 49% 50% 49% Destination Performance Overall Satisfaction Ranking by Region City Region Industry Key Diagnostics 51% 80% 77% 47% 36% 47% 80% 65% 45% 37% 48% 81% 65% 42% 31% 0%20%40%60%80%100%CulturalEntertainmentSightseeingSports & AdventureConference/ConventionSan Antonio, TXSouthwestIndustryDestination Activity Types Experienced 2 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Variety of food and beverage choices 8.64 0.25 ▲ 0.22 ▲ 0.10 Quality/Taste of food and beverage 8.62 0.22 ▲ 0.23 ▲ 0.08 Convenience of location of food and beverage outlets 8.63 0.27 ▲ 0.25 ▲ 0.18 Courtesy of food and beverage staff 8.57 0.20 ▲ 0.27 ▲ 0.09 Overall food and beverage experience 8.69 0.24 ▲ 0.25 ▲ 0.13 Availability of public transportation 7.93 0.13 0.02 0.05 Cleanliness of the metropolitan area 7.92 0.00 0.18 ▲ (0.23) ▼ Safety/Security of the metropolitan area 7.89 (0.01) 0.09 (0.25) ▼ Clarity of signage/directions 7.99 0.01 0.05 (0.08) Availability of public facilities 7.85 0.01 0.14 ▲ (0.08) Overall metropolitan area infrastructure 8.08 0.05 0.13 ▲ (0.14) Availability of lodging 8.54 0.11 0.12 0.15 Quality of lodging 8.37 (0.06) (0.04) (0.15) Variety of lodging options 8.43 0.08 0.07 0.05 Convenience of lodging locations 8.53 0.07 0.05 0.02 Overall lodging experience 8.53 0.03 0.05 (0.07) Ease of getting to destination from your point of origin 7.92 (0.05) (0.04) (0.19) Convenience of airport location 7.94 (0.21) (0.14) (0.47) ▼ Convenience of train/bus station location # # # # Traffic condition at the destination 7.23 (0.02) 0.11 (0.04) Clarity of signs/directions going into the city/destination 7.98 (0.03) 0.01 (0.22) ▼ Overall arrival/travel to destination experience 8.09 0.01 0.08 (0.04) (21%) (22%) (19%) (19%) (19%) San Antonio, TX (9%) Travel/Arrival (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination ¹Excluding those who have a personal residence or stayed with friend(s)/relative(s) at the destination. ²Excluding those who only purchased food and/or beverage at a grocery store. *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (34%) (11%) (2%) (24%) (29%) Ease of getting to destination 7.92 7.97 7.96 Convenience of airport location 7.94 8.15 8.08 Convenience of train/bus station location # 7.98 7.99 Traffic condition at the destination 7.23 7.25 7.12 Clarity of signs/directions 7.98 8.01 7.97 Overall arrival/travel experience 8.09 8.08 8.01 Difference From Southwest Best in Class San Antonio Southwest Industry Industry (9%) Lodging¹ (21%) (34%) (23%) (23%) Availability of lodging 8.54 8.43 8.42 Quality of lodging 8.37 8.43 8.41 Variety of lodging options 8.43 8.35 8.36 Convenience of lodging locations 8.53 8.46 8.48 Overall lodging experience 8.53 8.50 8.48 (12%) Infrastructure Availability of public transportation 7.93 7.80 7.91 Cleanliness of the metropolitan area 7.92 7.92 7.74 Safety/Security of the metropolitan area 7.89 7.90 7.80 Clarity of signage/directions 7.99 7.98 7.94 Availability of public facilities 7.85 7.84 7.71 Overall metropolitan area infrastructure 8.08 8.03 7.95 (14%) Food & Beverage² (25%) (27%) (23%) (26%) Variety of food and beverage choices 8.64 8.39 8.42 Quality/Taste of food and beverage 8.62 8.40 8.39 Convenience of location of F&B outlets 8.63 8.36 8.38 Courtesy of food and beverage staff 8.57 8.37 8.30 Overall food and beverage experience 8.69 8.45 8.44 3 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Ease of getting to/from conference/convention location 8.51 0.12 0.23 ▲ 0.17 Friendliness of conference/convention staff 8.45 0.01 0.09 (0.07) Overall convention/conference experience 8.57 0.04 0.17 (0.08) Variety of sports & adventure activities available 8.15 (0.11) (0.09) (0.18) Quality of sports & adventure activities available 8.20 (0.13) (0.12) (0.27) Friendliness of sports & adventure activities staff 8.33 (0.01) 0.01 (0.06) Convenience of location of sports & adventure activities 8.24 (0.03) 0.00 (0.15) Overall sports & activities experience 8.38 (0.01) 0.03 (0.14) Variety of sightseeing activities available 8.35 0.11 0.05 (0.10) Quality of sightseeing activities 8.50 0.16 ▲ 0.15 ▲ (0.04) Friendliness of sightseeing activities staff 8.43 0.09 0.14 ▲ (0.07) Convenience of location of sightseeing activities 8.37 0.15 ▲ 0.13 (0.08) Overall sightseeing activities experience 8.51 0.16 ▲ 0.14 ▲ (0.08) Variety of entertainment activities available 8.46 0.20 ▲ 0.11 0.06 Quality of entertainment activities 8.47 0.16 ▲ 0.10 (0.06) Friendliness of entertainment activities staff 8.52 0.18 ▲ 0.20 ▲ 0.08 Convenience of location of entertainment activities 8.42 0.22 ▲ 0.14 ▲ 0.07 Overall entertainment activities experience 8.56 0.22 ▲ 0.17 ▲ 0.07 Variety of cultural activities available 8.39 0.06 0.03 (0.05) Quality of cultural activities 8.48 0.07 0.07 0.01 Friendliness of cultural activities staff 8.44 0.03 0.07 (0.14) Convenience of location of cultural activities 8.42 0.12 0.13 0.09 Overall cultural activities experience 8.59 0.12 0.15 ▲ 0.00 (N/A) (N/A) (N/A) (N/A) San Antonio, TX (32%) Activities³ (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination ³Based to those who had a cultural, entertainment, sightseeing, sports and adventure, and/or convention/conference experience. *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.39 8.33 8.36 Quality of activities 8.48 8.41 8.41 Friendliness of activities staff 8.44 8.41 8.37 Convenience of location of activities 8.42 8.30 8.29 Overall cultural activities experience 8.59 8.47 8.44 Difference From Southwest Best in Class San Antonio Southwest Industry Industry Entertainment (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.46 8.26 8.35 Quality of activities 8.47 8.31 8.37 Friendliness of activities staff 8.52 8.34 8.32 Convenience of location of activities 8.42 8.20 8.28 Overall entertainment activities experience 8.56 8.34 8.39 Sightseeing Variety of activities available 8.35 8.24 8.30 Quality of activities 8.50 8.34 8.35 Friendliness of activities staff 8.43 8.34 8.29 Convenience of location of activities 8.37 8.22 8.24 Overall sightseeing activities experience 8.51 8.35 8.37 Sports & Adventure (N/A) (N/A) (N/A) (N/A) Variety of activities available 8.15 8.26 8.24 Quality of activities 8.20 8.33 8.32 Friendliness of activities staff 8.33 8.34 8.32 Convenience of location of activities 8.24 8.27 8.24 Overall sports & activities experience 8.38 8.39 8.35 Culture Conference/Convention (N/A) (N/A) Ease of getting to/from location 8.51 8.39 8.28 Friendliness of conference/convention staff 8.45 8.44 8.36 Overall convention/conference experience 8.57 8.53 8.40 4 2016 Destination Experience Satisfaction Study © 2016 J.D. Power and Associates. All Rights Reserved. CONFIDENTIAL & PROPRIETARY—For Internal Use. Price paid for lodging 7.68 (0.06) 0.12 (0.17) Price paid for transportation/parking (within destination) 7.32 (0.21) ▼ 0.02 (0.32) ▼ Price paid for food and beverage 7.48 (0.12) 0.11 (0.38) ▼ Price paid for entertainment/activities 7.48 (0.16) ▼ 0.01 (0.46) ▼ Overall cost & fees satisfaction 7.66 (0.07) 0.15 ▲ (0.28) ▼ San Antonio, TX (23%) Cost & Fees (##%) = Contribution to index or measure, may not add to 100% due to rounding Best in class = the region’s highest scoring destination *CAUTION: Small sample size (n=30-99). #EXTREME CAUTION: Insufficient sample size (n<30) ▲ = Significantly Higher ▼ = Significantly Lower Performance Details: Mean Scores (30%) (24%) (23%) (23%) Price paid for lodging 7.68 7.74 7.56 Price paid for transportation/parking 7.32 7.53 7.30 Price paid for food and beverage 7.48 7.60 7.37 Price paid for entertainment/activities 7.48 7.64 7.47 Overall cost & fees satisfaction 7.66 7.73 7.51 Difference From Southwest Best in Class San Antonio Southwest Industry Industry