Vue Cinemas + Pearl-Plaza: The Full Big-Screen Experience

Vue International, a leading cinema operator, increased their revenue by 23.2% and admission rates by 8.3% by implementing a Customer Experience (CX) program. Vue’s holistic CX approach, which includes aligning feedback with business strategy and incorporating it into routine discussions, has set a high standard in the cinema industry, improving customer satisfaction and loyalty.

Through partnership with Pearl-Plaza, Vue was able to:

• Align feedback with business strategy, increasing customer retention and revenue.
• Identify key measures to drive improvements in critical areas, optimizing resource allocation.
• Incorporate feedback into routine discussions to enhance decision-making, and the ability to take action.

Vue International, one of the world’s leading cinema operators, faced the challenge of ensuring exceptional end-to-end customer experiences across all locations. They needed to align their colleagues on key factors that keep customers returning, based on a comprehensive understanding of customer preferences and expectations.

To address this challenge, Vue implemented a robust Customer Experience (CX) programme focusing on integrating feedback into decision-making processes and prioritizing investments based on customer needs. Leveraging Pearl-Plaza’s expertise and global reach, Vue streamlined operations, improved efficiency, and tailored recommendations for individual locations. This approach included recognising and rewarding staff to boost morale and productivity, ultimately enhancing customer experiences.

Vue’s holistic CX approach, emphasizing people, data, and processes, has set a high standard in the cinema industry. By maximizing collaboration between countries and aligning on best practices, Vue has significantly improved customer satisfaction and loyalty. This strategic move has empowered staff decision-making and reinforced Vue’s commitment to delivering unparalleled big-screen experiences, ensuring distraction-free entertainment with the best content, environment, and technology. The collaboration with Pearl-Plaza has resulted in valuable insights, informed decision-making, and a renewed focus on the customer experience globally.

“The survey data that’s already being captured is re-analyzed for other business goals and deeper analysis of segments of customers to more closely meet their needs.” 

Group Head of Customer Experience & Insight