Cineplex boosts its viewer engagement by 30%

With millions of viewers across Canada, Cineplex’s digital store is a leading platform for premium content. By integrating MediaMelon’s advanced analytics, Cineplex gained deeper insights into viewer behavior, optimized content delivery, and significantly boosted video engagement while enhancing overall user experience.

Industry

Entertainment & Media

Founded In

1991

HQ

Toronto, Canada

Impact driven at a glance

0 %

Reduction in call center support calls

0 %

Increase in viewer engagement

0 %

Increase in Net Promoter Score (NPS)

About Cineplex

Cineplex is one of North America’s largest and most innovative entertainment and media companies, operating over 170 theatres with over 1,600 screens across Canada. Serving over 70 million guests annually, Cineplex is renowned forits premium movie-going experiences, including VIP Cinemas, UltraAVX, IMAX, and 4DX. Beyond theatres, Cineplex’s diversified entertainment portfolio includes digital commerce, gaming, and content creation

CineplexStore

(a premium on-demand digital streaming product by Cineplex Group)

The CineplexStore is an online digital platform operated by Cineplex. It offers a wide range of movies and TV shows for purchase orrental. Users can stream content directly through the platform, accessible via various devices, including smart TVs, computers, and mobile devices.

The Cineplex Store is part of Cineplex's broader strategy to provide on-demand entertainment options, complementing its traditional movie theater business. The platform typically features new releases, classic films, and a variety of genres to cater to diverse viewer preferences.

Key Features Used

SmartSight QoE Analytics

SmartSight Content Insights

Error Heatmaps

AI-based error alerts

Cineplex’s Objectives

What were Cineplex’s objectives?
To ensure a seamless and high-quality viewing experience across Cineplex’s digital store. The goal was to enhance customer satisfaction,reduce churn, and improve streaming quality across devices.
  • Need for advanced analytics : Cineplex recognized the need for a more advanced system to gain deeperinsights into end-user Quality of Experience (QoE), which would allow for more effective diagnosis and resolution of streaming issues
  • Geographical Disparities : Canada’s vast geography and varied internet infrastructure led to inconsistent streaming quality across different regions, further complicating the user experience and making it hard to troubleshoot issues.
  • Transactional Service Model : Cineplex operates on a pay-per-view model, where customers rent individual movies and expect flawless streaming for the limited duration of theirrental. Any streaming issues directly impacted the revenue and customer satisfaction.

MediaMelon in Action

Cineplex has been very proactive in achieving its objectives and solving its challenges. Let’s dive deep into the steps that the entertainment brand undertook:

SmartSight Analytics

Implemented MediaMelon’s SmartSight analytics suite to gain detailed insights into viewer behavior, engagement, and consumption patterns.

01

Operational Efficiency

Leveraged MediaMelon’s data to optimize content delivery,reducing operational costs and inquiries to the call center.

02

Proactive monitoring

Used MediaMelon’s error heatmap & AI-powered alerts to proactively monitor and resolve technical issues, ensuring a seamless viewer experience.

03

Conclusion

Reduction in Call Center Support Call

With actionable insights, Cineplex was able to quickly diagnose and resolve streaming issues at a macro level, leading to a significant reduction in the time spent on customer support calls related to streaming issues

Increase in Net PromoterScore (NPS)

The improvements in streaming quality and the ability to promptly address customer issues contributed to a noticeable increase in Cineplex’s NPS, reflecting higher customer satisfaction and loyalty.

Enhanced Customer Experience

By addressing streaming issues proactively, Cineplex was able to maintain its reputation as a premium brand, offering a high quality viewing experience that meets the expectations of its discerning audience.

A glimpse ofSmartSight QoE Analytics Dashboard

Our testimonial speaks for itself

MediaMelon's SmartSight analytics has transformed how we understand and engage our audience. The insights provided have not only improved our operational efficiency but have also significantly enhanced our viewer experience. The ability to monitor and address issues at an individual user level has significantly reduced our support resolution times and boosted our NPS. Their team’s open communication and partnership approach has made this a successful collaboration.

Guney Yasavur

Vice President, Cineplex

Fix issues before they impact viewers and cause churn

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