Is Poor Connectivity the Bottleneck for the Event Experience?! A Thorough Investigation into the Reality of 'Fan Activities x Smartphone Communication'!

ON BOARD Inc. (Minato-ku, Tokyo; CEO: Rika Oyama) commissioned the specialized fan activity media "Oshicoco" to conduct a survey on the actual usage of telecommunications during large-scale events and held a roundtable discussion with experts based on the survey results.

The survey revealed that 65% of attendees have experienced connectivity issues at event venues. It was confirmed that the communication environment is a crucial element that influences the visitor experience and also has a significant impact on facility management and new revenue opportunities.

This survey was conducted in collaboration with the XGMF (XG Mobile Promotion Forum)'s "Fan Activities x 5G" project, and starting today, we will begin offering the 'Fan Activities x Smartphone Utilization Report 2026 (Events Edition).'

Background of the Survey: Communication as 'Experience Infrastructure'

Modern event experiences, including electronic tickets, cashless payments, social media posting, and smartphone-linked performances, are designed on the premise of connectivity. Communication is no longer an auxiliary facility but an 'essential infrastructure for the experience.' However, at large venues, unstable communication due to congestion affects the core of the visitor experience, such as entry, payment, and contact.

As the first in a series, this report organizes the structural issues of communication UX at large-scale facilities based on survey data and on-site feedback, and presents a perspective for future communication design.

Main Survey Results

This survey was conducted through an Instagram questionnaire (up to 712 responses) and a web questionnaire (117 responses). The main results are as follows:

• 65% have experienced communication failures.

• Displaying QR codes for entry, processing payments, and securing means of contact are the most critical use cases.

• There is a high willingness to pay for attendee-exclusive content if communication is stable.

• There is potential for new, high-priced demand, such as 'tickets with social media posting rights,' which has not been seen before.

These results indicate that communication quality is not just a matter of convenience but is directly linked to experiential and economic value.

<Main Survey Overview>

Survey Method: Instagram questionnaire and web survey
Survey Period: Tuesday, December 23, 2025 - Tuesday, January 6, 2026
Valid Responses: Max 712 for SNS survey, 117 for web survey
Main Demographics: Primarily women in their 10s and 20s
Main Genres: 3D idols, 2D characters, singers (Utaite), etc.

<Survey Results Excerpt>

Respondent demographics are mainly women in their 20s living in the Kanto region.

What are the targets of fan activities? How much do they spend?

What is the main purpose of fan activities?