ODEON have been running a customer feedback programme for a number of years but approached eDigitalResearch to provide a more flexible solution that would allow the cinema chain to better action what customers are saying, as well as offer the possibility to easily expand and adapt the programme where necessary.
ODEON pride themselves on giving customers the very best cinema experience with cutting-edge technology and the widest choice of viewing experiences. For that reason, they wanted a customer feedback solution that would allow visitors to quickly and easily voice their views and opinions there and then. Customers will be invited to feed back on their experiences via QR codes and collateral around cinemas.
Derek Eccleston, Commercial Director at eDigitalResearch, comments, “We are delighted to be working with ODEON and expanding their customer feedback programme. They recognise the importance of listening to customers – with real-time customer feedback, their cinemas across the UK and Ireland will now be able to make small, continuous changes to their customer experience and keep their brand ahead of the competition”.
ODEON were particularly impressed with eDigitalResearch’s flexible approach and renowned account management – along with the company’s leading-edge feedback tools and extensive customer experience knowledge.
Andy Edge, Commercial Director at ODEON UK & Ireland, said, “We pride ourselves in providing a top-class service to our guests, and being able to receive and listen to their feedback efficiently is key to continuing this. Using eDigitalResearch brings us closer to our guests, letting them voice their thoughts on ODEON cinemas quickly and easily, in a way that highlights what our family of staff are doing well and where there may be room for improvement”.
The bespoke programme went live at the beginning of 2015 across all 124 ODEON cinemas in the UK and Ireland.