The Entertainment and Leisure sector totalled enough points to end up in seventh place, besting other sectors in the time and effort pillar (despite actually losing the most points in this pillar compared to 2020) but receiving poor scores in personalization and empathy. Out of just two subsectors, streaming platforms came ahead, outperforming betting platforms.
The ability to solve issues quickly is extremely important in the entertainment sector since losing a customer to the competition is a matter of just a few clicks.
In the light of many events being cancelled or postponed due to covid, resolution became even more important, with clients commending those companies who were able to communicate clearly, allowed customers to reschedule comfortably, and dealt with refunds quickly.
Customers expect an option to try a streaming platform free of charge before subscribing, to make sure it meets their expectations.
A wide selection is what customers are after when it comes to video streaming platforms. For many, availability of movies and series in Czech is also important, including Czech-made content.
The top of the podium belongs to Netflix, with an impressive library offering Czech customers 6,742 titles, putting Czechia at the list of top five countries in order of library size. Although the company doesn’t publish specific, country-based user statistics, it is estimated that some 300,000 Czechs are subscribed to their services.
Netflix users speak highly of the company’s customer support and their ability to solve problems, and they also appreciate their easy-to-navigate user interface, a broad selection of hi-res content, and documentaries made by Netflix. An option to use several profiles with one account and have each of them customized according to the user’s preferences is also on the list of positives.
Spotify, a music streaming platform, takes home the sector’s silver medal. Just like Netflix, Spotify, too, has grown during the pandemic, currently boasting some 400 million users. There is also a new subscription model available for couples sharing a household – it’s called Spotify Duo and you can subscribe for CZK 210 per month.
Spotify’s key product is a giant library full of music and podcasts. As for the most popular features, automatic playlists based on each user’s musical taste are often praised for their ability to help people discover new music, followed by a user-friendly interface, simple controls, and a simple registration process.
TV is now officially outdated
For many consumers, online entertainment has now completely replaced traditional TV, with people now spending a significant portion of their leisure time using streaming services.
Fully online events
The pandemic taught us how to take an entire play, a concert, a chat show, or a screening completely online. For now, it’s a necessity; it could become an opportunity in the future.
A clear, functional mobile app is a must
In the entertainment sector, a mobile app is a means to consume content, whether it’s music, movies, or series, not just a tool to manage your subscription or your profile, which is why a good, functional app is an absolute must.
Chat support wins over the young
For younger generations, customer support in the chat form may well be the most natural method of communication.
Spotify: “I wanted to try their free three-month trial, but they had some technical issues – it was impossible to verify the card and then suddenly the system told me that I had already used the trial. I reached out to their support by e-mail and I must say it works perfectly – everything was sorted out within just a few hours.” (Man, 31)
Ticketportal: “We were discussing the option to get a refund for my concert tickets that I had bought before the pandemic since it wasn’t clear if the events were going to happen or not. The company’s behaviour was very nice and professional.” (Woman, 18)
Netflix: “I can watch movies and shows that aren’t available on other platforms, and you get a free month to try it first.” (Man, 42)
HBO GO: “They have a big selection of movies and series that other platforms don’t have, and many are available in Czech – a feature that other platforms lack as well. Some of their content is exclusive, which is also nice.” (Woman, 25)
Netflix: “Our entire family uses the service on an almost daily basis. I really like the option to create multiple profiles (one for me, one for my wife, and one for the kids).Their library could be bigger, but we are still very happy with the service.” (Man, 32)
“Spotify lets you access millions of songs at a very good price. Automatic playlists do a good job of matching the listener’s taste. I use the Premium Family subscription for up to six people, so everyone ends up paying some CZK 40 a month, which is basically nothing. These days, people who don’t use music streaming services like Spotify or Apple music are really behind the times.” (Man, 19)
“I use Netflix every day, we barely watch normal TV anymore.” (Woman, 28)
Ticketportal: “I bought a ticket for an online play/presentation. All went well, not for a moment did I fear that something would go wrong. The event went ahead as planned.” (Man, 26)
“I’ve been using Spotify for quite some time now, and I never ran into any trouble. I think it’s the best music streaming service out there. It works really well, and I also like their user interface.” (Man, 25)
Sazka: “I had some technical trouble with their “roztoč to” app. The support member that I chatted with was very helpful and managed to resolve the issue within five minutes by sending me a new activation link. Great approach and speedy resolution.” (Man, 28)