YourCX

BACKGROUND

Please describe your company and your position there.

I’m the Digital Media & CVM Director of a multiplex in Poland. Since 1998, we’ve been setting the highest cinema industry standards. We manage 44 cinemas in Poland.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire YourCX?

We needed to find out what our clients think (i.e. start researching their needs) in order to be able to better adjust our activities in the field of cinema.

What were your goals for this project?

Our goals include efficient knowledge acquisition, accurate and extensive data analysis, and wide distribution of applications to the right people interested in them in order to be able to implement appropriate changes.

SOLUTION

How did you select YourCX?

YourCX was recommended to us by one of our cooperators.

Describe the project in detail.

Initially, we approached our customer research issues in general. Over time, the research covered additional areas important to us. YourCX supports us in designing, launching research, data analysis, and report preparation. We meet cyclically, summarizing results and discussing further directions of possible analyses. We use many strategies such as aggregating opinions from Google maps, dashboards updated in real-time, PDF reports prepared for each cinema separately, and alerts informing about important cases.

What was the team composition?

We cooperate with their CEO, COO, and a research expert.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We have increased the Net Promoter Score (NPS) for our cinemas by more than 20 percent and we are now the most chosen cinema chain in Poland.

How effective was the workflow between your team and theirs?

Our communication and task and materials exchanges are done through email and phone calls. We work closely and our research needs are usually met within a few hours to several days.

What did you find most impressive about this company?

Their swift adaptation to changing expectations, proactive approach, and fast development despite having a small core team.

Are there any areas for improvement?

Possibilities for benchmarking other cinemas (competitors).