MULTILINGUAL SILENT THEATER EXPERIENCE
Services Marketing
Submitted by
Group 5
Aman Tiwari (2022007)
Avinav Srivastava (2022009)
Sakshi Agarwal (2022039)
Abhishek Chauhan (2022058)
Aayushi Singh (2022107)
Under the guidance of
Prof Mauli Soni
October 2023
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Contents
Competitive Analysis ................................................................................................................. 3
Service Offering ......................................................................................................................... 4
Pricing (Business Model) ........................................................................................................... 5
Pricing Strategy .......................................................................................................................... 6
Cost ............................................................................................................................................ 8
Profit .......................................................................................................................................... 9
Conclusion for the financial model .......................................................................................... 11
Communication (5W) Structure ............................................................................................... 12
Design the services cape of your offering................................................................................ 14
Loyalty Program ...................................................................................................................... 15
Referral Program:..................................................................................................................... 17
Grievance redressal and mechanisms ...................................................................................... 19
Reference ................................................................................................................................. 20
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COMPETITIVE ANALYSIS
In today's dynamic entertainment landscape, consumer preferences are continuously evolving.
To cater to these evolving preferences, we have identified a gap in the market for a unique
theater experience. This service offering combines the immersive appeal of a traditional cinema
with the comfort and personalization of at-home streaming. Our proposed service is a
"Multilingual Silent Theater Experience," designed to offer unparalleled diversity and
convenience for moviegoers.
The gap we intend to target is the limited accessibility and inclusivity of movies for non-native
speakers and people who don’t like the loud audio of a theater. While traditional theaters focus
on the audio experience delivered through a single-language soundtrack, there is a growing
demand for multilingual support and personalization. Our primary and secondary research has
revealed:
Limited Multilingual Options: Most theaters primarily screen movies in the local language,
making it difficult for non-native speakers to enjoy a wide range of films. While subtitles help,
they don't provide a fully immersive experience.
Diverse Audience: Modern societies are increasingly diverse, with people from various
linguistic backgrounds demanding an inclusive cinematic experience.
Volume Adjustment feature: Some people don’t like the loud audio being played in the cinemas
and hence refrain from going to the theaters. This feature will provide them the option to adjust
the volume as per their liking.
Competitors
1. Traditional Cinemas:
Strengths:

Established Brand Presence: Traditional cinemas have long-standing brand recognition
and customer loyalty.

Wide Range of Movie Offerings: They typically offer a diverse selection of movies
across genres.
Weaknesses:

Limited Language Options: Traditional cinemas may not cater to diverse language
preferences, limiting their appeal to a multicultural audience.

Distraction-Free Environment: Traditional cinemas may struggle to provide
distraction-free environments due to general audience chatter.
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2. Streaming Services (Netflix, Amazon Prime, etc.):
Strengths:

Extensive Content Libraries: Streaming services boast vast content libraries, offering a
wide range of movies and TV shows.

Accessibility from Home: Users can enjoy content from the comfort of their homes.
Weaknesses:

Lack of Communal Experience: Streaming lacks the communal cinema experience that
your business provides.

Limited Language Options: While some streaming services offer subtitles and dubbing,
the language options may not be as extensive as your multilingual approach.
3. Other Language-Oriented Theatres (if any):
Strengths:

Focused on Specific Demographics: These theatres may have a strong appeal within
specific language communities.

Potential Established Customer Base: If existing, they likely have a loyal customer
base.
Weaknesses:

Limited Language Options Beyond Focus: Their focus on specific languages may limit
their appeal to a broader audience.

May Not Offer Distraction-Free Environments: Other language-oriented theaters may
not prioritize distraction-free experiences.
SERVICE OFFERING
I.
Core Offering: Our core service is a "Multilingual Silent Theater Experience" where
every seat is equipped with headphones or earphones, allowing each moviegoer to
choose their preferred language or audio track. This service is integrated with our
proprietary app, where users can select from a variety of languages or opt for audio
descriptions and captions.
II.
Peripherals:

Customizable Comfort: Reclining seats, blankets, and individual climate controls
for a cozy and personal movie-watching experience.

Digital Lobby: A mobile app for easy booking, language selection, and movie
reviews.
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
Multilingual Library: A diverse selection of movies from around the world, catering
to a wide range of tastes.

Consumer Target Segments:

Regional communities: Non-native speakers who wish to enjoy movies in their
native language.

Tourists: Visitors from abroad who want to experience local culture through
cinema.
III.
Diverse Movie Enthusiasts: A broad audience seeking to explore global cinema in its
original form.
PRICING (BUSINESS MODEL)
QuietFlix, a trailblazing silent movie theatre initiative, is poised to revolutionize the cinematic
experience through a strategic three-year partnership with a prominent movie theatre giant,
exemplified by the renowned PVR. This groundbreaking collaboration, cemented by a contract
valued at 90 lakhs, unfolds across a meticulously planned financial framework, with the
monetary commitment being evenly distributed over the three years, translating to an annual
payment of 30 lakhs. The essence of this financial arrangement lies in the multifaceted value
proposition that QuietFlix introduces as a customer provider, redefining the landscape of
contemporary cinema.
Within this financial model, the justification for the 30 lakhs annual payment is intricately
woven into the transformative impact QuietFlix brings to PVR's cinematic offerings. This
investment is not merely a transaction; rather, it embodies a symbiotic relationship where PVR
stands to gain significantly from the unique selling points and enhanced experiences introduced
by QuietFlix. The infusion of this capital serves as the catalyst for an elevated cinematic
journey for PVR patrons, warranting a nuanced exploration of the various components
contributing to the value proposition.
At the core of this financial synergy is the pricing strategy, a linchpin that reshapes the revenue
dynamics for PVR. With QuietFlix's introduction of the silent movie theatre experience, PVR
can reevaluate its ticket pricing strategy, shifting the average ticket cost from 276 rs to 350 rs.
This recalibration is underpinned by the added value brought about by QuietFlix, promising an
immersive and unique cinematic encounter for the audience. Simultaneously, PVR's cost per
ticket inches up from 136 rs to 150 rs, reflecting the necessary investments in technology and
infrastructure to accommodate the innovative silent cinema format. The real triumph, however,
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lies in the bottom line, as the profit per ticket for PVR skyrockets from 150 rs to 200 rs,
underscoring the financial prudence of the strategic collaboration.
Complementing this pricing paradigm shift are the detailed costs associated with QuietFlix's
core service offerings. From the procurement of high-quality headphones, each priced at Rs
100 for a total of 300 sets, to the acquisition of top-notch amplifiers, costing Rs 100 each for
150 sets, every financial allocation is meticulously designed to ensure a seamless and
unparalleled silent movie experience. The engagement of skilled technicians, factored into the
cost structure at Rs 1,600,000, underscores the commitment to operational excellence,
guaranteeing the smooth setup and operation of the innovative silent cinema technology.
The capital allocation for the control panel connections, with an expenditure of 7,500 rs, further
fortifies the foundation for a technically sophisticated cinematic presentation. The investment
in the monitor system, starting at 500,000 rs in the first year and subsequently budgeted at
100,000 rs for each of the second and third years, reflects the forward-looking approach of
QuietFlix, embracing cutting-edge technology for sustained visual excellence.
Additionally, the financial model accounts for language software costs, earmarked at 500,000
rs for the first year and subsequently budgeted at 100,000 rs for each of the second and third
years. This allocation is directed towards providing subtitling and translation services, ensuring
inclusivity and catering to a diverse audience base.
As we delve into the profit projections, the first year forecasts a total profit of 347,500 rs,
meticulously calculated to accommodate initial investments and highlight the potential returns
from the increased revenue generated by PVR through the implementation of elevated ticket
prices. Looking ahead to the second and third years, the anticipated profit soars to an impressive
1,189,500 rs each year, showcasing the robust sustainability and growth potential inherent in
the QuietFlix business model.
PRICING STRATEGY
The pricing strategy employed by QuietFlix in collaboration with PVR is not merely a financial
maneuver but a calculated and strategic approach aimed at reshaping the cinematic landscape.
The introduction of the unique silent movie theatre experience becomes the fulcrum around
which this pricing paradigm revolves, bringing with it a host of considerations and
justifications that transcend the numerical values associated with ticket prices.
At the heart of this pricing strategy is the transformative impact of the silent movie theatre
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experience itself. PVR, as a pioneer in the cinema industry, recognizes the evolving preferences
of its audience. The decision to elevate ticket prices from the existing average of 276 rs to 350
rs is not arbitrary; rather, it is a deliberate response to the added value introduced by QuietFlix.
The silent movie theatre experience promises patrons an immersive and distinctive cinematic
encounter, transcending the traditional boundaries of sound. The very essence of this offering
lies in its ability to transport the audience into a realm where the absence of conventional audio
heightens the visual experience, allowing the narrative and emotions on the screen to take
centre stage.
The justification for the increased ticket price is grounded in the enhanced cinematic experience
offered by QuietFlix. It goes beyond the conventional movie-watching encounter, creating an
atmosphere of heightened engagement and emotional resonance. The silent format opens new
avenues for storytelling, where visuals and non-verbal cues take precedence, fostering a deeper
connection between the audience and the narrative. This redefinition of the cinematic
experience is a qualitative shift that transcends the quantifiable aspects of ticket prices.
Simultaneously, it's essential to dissect the impact on PVR's cost structure. The decision to
embrace the silent movie theatre experience comes with its own set of infrastructural and
technological requirements. The cost per ticket for PVR is projected to increase from 136 rs to
150 rs. This increment is a reflection of the necessary investments in state-of-the-art
technology, equipment, and training required to seamlessly integrate the silent cinema format
into the existing infrastructure.
The critical juncture lies in understanding how this increase in ticket price aligns with the
overall financial health of PVR. The financial model anticipates a rise in profit per ticket from
150 rs to 200 rs. This upward trajectory is not a mere consequence of inflationary adjustments
but a direct outcome of the strategic collaboration with QuietFlix. The enhanced ticket price,
justified by the transformative cinematic experience, translates into a higher profit margin for
PVR. This additional revenue, coupled with the potential increase in audience engagement,
creates a favourable economic landscape for PVR, solidifying the viability of the pricing
strategy.
Beyond the financial implications, the pricing strategy is a testament to the commitment of
PVR to provide its patrons with an unparalleled cinematic journey. It's an investment in
innovation and a recognition of the evolving expectations of the audience. By placing a
premium on the silent movie theatre experience, PVR positions itself as a trailblazer, setting
the stage for a new era in cinema.
In essence, the pricing strategy adopted by PVR in collaboration with QuietFlix is not a mere
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arithmetic calculation but a carefully orchestrated symphony of value, innovation, and
economic viability. It's a narrative that goes beyond the numerical values associated with ticket
prices, delving into the realms of experiential enhancement and audience connection. As the
silent movie theatre experience takes centre stage, the pricing strategy becomes a canvas where
the fusion of art and economics paints a picture of a cinema reimagined.
COST
The core service costs associated with the implementation of QuietFlix, the avant-garde silent
movie theatre experience, encompass a comprehensive financial allocation towards elements
that collectively form the backbone of this innovative cinematic venture. These costs are not
merely figures on a balance sheet; rather, they represent a deliberate investment in cutting-edge
technology, skilled human resources, and infrastructure, all geared towards delivering an
unparalleled silent movie experience to the discerning audience.
At the forefront of these core service costs lies the expenditure on high-quality headphones.
The procurement of 300 sets at a cost of 100 Rs each is a testament to QuietFlix's unwavering
commitment to ensuring an immersive cinematic journey for each member of the audience.
These headphones, meticulously selected for their sound quality and comfort, serve as the
conduits through which the silent movie experience unfolds, enveloping patrons in a cocoon
of audio-visual delight.
Complementing the headphone investment is the allocation towards top-notch amplifiers. With
150 sets being acquired at a cost of 100 rs each, this financial commitment is directed towards
ensuring that the auditory dimension of the silent cinema is nothing short of exceptional. These
amplifiers, characterized by their clarity and impactful sound delivery, are instrumental in
translating the subtleties of the silent movie format into an auditory spectacle that captivates
the audience.
A pivotal component within the realm of core service costs is the allocation for skilled
technicians. The earmarked funds are a recognition of the indispensable role these professionals
play in the setup and operation of the silent movie technology. These technicians, armed with
expertise in audio-visual systems and the intricacies of silent cinema, serve as the architects
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behind the scenes, ensuring that the technological symphony orchestrated by QuietFlix unfolds
seamlessly.
The financial commitment towards the control panel is another noteworthy facet of the core
service costs. This expense is directed at covering the intricacies associated with the control
panel connections, which form the nerve centre of the silent movie experience. It is this control
panel that enables the coordination of various elements, synchronizing visuals and audio to
create a cinematic masterpiece that transcends the conventional boundaries of sound.
Integral to the silent movie theatre experience is the investment in the monitor system. In the
first year, an initial outlay of 500,000 rs is designated for the acquisition of state-of-the-art
monitors. These monitors, strategically positioned within the theatre, serve as the canvases
upon which the visual excellence of silent cinema is portrayed. The subsequent allocation of
100,000 rs each for the second and third years reflects the ongoing commitment to maintaining
and upgrading this visual infrastructure, ensuring that each frame is presented with the utmost
clarity and precision.
The financial model further encompasses the investment in language software, a pivotal
element in catering to a diverse audience. In the first year, a substantial commitment of 500,000
rs is directed towards acquiring language software that facilitates subtitling and translation
services. This investment is rooted in the ethos of inclusivity, recognizing the importance of
providing a cinematic experience that transcends language barriers. The subsequent annual
allocations of 100,000 rs for the second and third years underscore the ongoing commitment to
linguistic diversity, ensuring that QuietFlix remains accessible to a global audience.
PROFIT
In the inaugural year of operations, QuietFlix envisions a robust financial performance, with a
projected profit of 347,500 rs. This calculated estimate encompasses a comprehensive analysis
that takes into account various financial facets, including the initial investments, operational
costs, and the anticipated uptick in revenue facilitated by PVR's adoption of elevated ticket
prices in response to the introduction of the unique silent movie theatre experience.
To delve into the intricacies of this profit projection, it's imperative to scrutinize the financial
landscape and the mathematical underpinnings that contribute to this anticipated first-year
success. The revenue generated from the partnership with PVR, amounting to 3,000,000 rs over
the course of the year, forms the bedrock of this calculation. This revenue stream is a result of
PVR's strategic decision to embrace the silent movie theatre experience, thereby increasing
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ticket prices from the pre-existing average of 276 rs to 350 rs.
The profit projection is a nuanced synthesis of revenue and cost considerations. On the revenue
side, the 3,000,000 rs represents the influx of capital derived from PVR's increased ticket prices
facilitated by the innovative offering of QuietFlix. This surge in revenue is augmented by the
judicious control of operational costs, encapsulated in the core service expenses such as
headphone and amplifier acquisition, technician wages, control panel connections, monitor
system setup, and language software procurement.
The initial investment, factored into the profit projection, encompasses the capital allocated for
the purchase of high-quality headphones, top-notch amplifiers, technician salaries, control
panel connections, monitor system setup costs, and language software expenses. These are
foundational components, crucial for the seamless execution of the silent movie theatre
experience that QuietFlix promises.
The profit calculation is derived by subtracting the total operational costs, including the initial
investment, from the revenue generated. In the first year, the profit projection of 347,500 rs
represents the tangible return on investment and the net positive outcome resulting from the
strategic partnership with PVR.
As QuietFlix progresses into the second and third years of the partnership, the profit trajectory
ascends even more impressively. The anticipated profit in each of these subsequent years is
expected to soar to 1,189,500 rs. This significant upswing is indicative of the sustainable
growth potential embedded within the QuietFlix business model.
The financial narrative of the second and third years unfolds against the backdrop of an
established operational framework. The initial investment, having been absorbed in the
inaugural year, is now succeeded by the ongoing operational costs, meticulously outlined in
the core service expenses. The calculated projection for these years encapsulates the continued
revenue influx from PVR's sustained adherence to elevated ticket prices, juxtaposed against
the ongoing operational expenses, ensuring the viability and scalability of the QuietFlix
enterprise.
The profit projection of 1,189,500 rs in each of the second and third years is emblematic of
QuietFlix's ability not only to achieve initial success but to consolidate and expand upon it.
This upward trajectory is a testament to the transformative impact of the silent movie theatre
experience, validated by the sustained partnership with PVR and the positive reception from
audiences.
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CONCLUSION FOR THE FINANCIAL MODEL
In conclusion, the core service costs associated with QuietFlix are not merely financial
allocations; they represent a strategic investment in the very essence of the silent movie theatre
experience. Each rupee expended is a deliberate choice, made with the aim of crafting an
auditory and visual symphony that captivates and enchants audiences. It is through these core
service costs that QuietFlix transforms from a concept into a tangible reality, promising a
cinematic journey that transcends the ordinary and ushers in a new era of immersive
entertainment. and in summation, the financial model for QuietFlix's partnership with PVR is
not merely a fiscal construct but a testament to innovation and strategic collaboration within
the cinematic landscape. It is a narrative of reinvention, where traditional cinema converges
with cutting-edge technology to birth a transformative experience. This alliance, grounded in
a thoughtful financial framework, promises not only a lucrative revenue stream for both entities
but a paradigm shift in the way audiences perceive and engage with cinema, setting the stage
for a new era in entertainment.
In essence, the profit projection for QuietFlix over the three-year contract with PVR is a
compelling financial narrative that unfolds through a delicate balance of revenue streams,
operational costs, and calculated investments. It underscores the financial acumen, strategic
foresight, and operational efficiency inherent in the QuietFlix business model, setting the stage
for a profitable and enduring venture in the realm of cinematic innovation.
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COMMUNICATION (5W) STRUCTURE
I.
Who

Regional Communities: Primary Audience: Residents of diverse regional
communities seeking a cinematic experience that reflects their cultural diversity and
linguistic preferences. Value Proposition: A cinematic platform that celebrates and
caters to the rich tapestry of regional languages and cultures, providing an
opportunity for local communities to connect with their heritage on the big screen.

Tourists: Tourists exploring new destinations and looking for unique entertainment
experiences. Value Proposition: An immersive cinema experience that transcends
language barriers, allowing tourists to connect with local cultures through movies
in their native language and enhancing their overall travel experience.

Movie Enthusiasts: Cinema aficionados and movie enthusiasts who appreciate a
diverse range of films from around the world. Value Proposition: A curated
selection of global cinema, offering movie enthusiasts the chance to explore and
enjoy films in their original language, fostering a deeper appreciation for the
art of filmmaking.
II.
What

Service Offering: Multilingual Silent Theater Experience: Providing an immersive
cinema experience with individualized headphone systems, allowing customers to
choose their preferred language or audio track.

User-Friendly Mobile App: Offering a feature-rich mobile app for reservations,
language selection, personalized comfort settings, and feedback submission.

Value Proposition: Breaking language barriers and making cinema accessible to
diverse linguistic backgrounds.

Personalization: Allowing customers to tailor their movie-watching experience to
their preferences.

Diversity: Showcasing a wide range of movies from around the world, appealing
to different tastes.
III.

Where
Select Theaters: Launching initially in theaters located in culturally diverse urban
centers to maximize the impact on a broad audience.

Key Urban Areas: Focusing on regions with high expatriate populations or significant
tourist attractions.
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
Online Presence: Global Accessibility- The mobile app is accessible globally,
enabling users to interact with the service, make reservations, and provide feedback
from anywhere.
IV.

When (Promotional Aspect):
Strategic Timing: Cultural Events and Festivals - Time promotional campaigns to
coincide with major cultural events, festivals, or celebrations within regional
communities. This ensures that the service is introduced when communities are already
engaged in cultural activities, creating a seamless integration.

Film Festivals: Leverage the buzz around local and international film festivals to
promote the service. Consider partnerships or special screenings during these events to
capture the attention of movie enthusiasts and industry professionals.

Tourist Seasons: Align promotional efforts with peak tourist seasons in the target
regions. Create campaigns that highlight the service as a unique and culturally enriching
experience for tourists looking for entertainment options during their travels.

Regional Community Collaborations: Collaborate with regional community leaders,
cultural organizations, and influencers to co-create and promote events that showcase
the service's commitment to cultural diversity. This could include community
screenings, film discussions, or language-specific movie nights.

Tourism Board Partnerships: Forge partnerships with local tourism boards to feature
the service as a must-try cultural experience for tourists. This could involve joint
marketing campaigns, inclusion in tourism brochures, and special promotional
packages for visitors.

Limited-Time Offers: Introduce limited-time offers or exclusive promotions during
specific periods, encouraging both regional communities and tourists to try the service.
This could include discounted tickets, bundled packages, or exclusive access to certain
films.
V.

Why
Value Proposition to Customers: Language Accessibility- Addressing the frustration
of language barriers, allowing customers to enjoy movies in their native language.

Inclusive Experience: Creating an inclusive environment for hearing-impaired
individuals through captioned screenings and support services.

Global Cinema Exploration: Providing an avenue for customers to explore and
appreciate global cinema beyond language constraints.
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
Service Innovation: Aligning with the organization's mission to innovate in the cinema
industry by integrating technology for a more personalized and inclusive moviewatching experience.

Customer-Centric Approach: Demonstrating a commitment to customer satisfaction,
continuous improvement, and community building through cinema.
DESIGN THE SERVICES CAPE OF YOUR OFFERING
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LOYALTY PROGRAM
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I.
Bronze Plan (0-499 points)
Welcome Bonus: 0 points
Earn 1 point for every ₹1 spent on movie tickets and food and beverage items.
Access to exclusive weekly promotions via email or app notifications.
Birthday Bonus: 25 points.
II.
Silver Plan (500-999 points)
All Bronze Plan benefits.
Welcome Bonus: 500 points.
Accelerated Points: Earn 2 points for every ₹1 spent.
Monthly Special: Access to an exclusive monthly event or screening.
Personalized movie recommendations based on viewing history.
Priority customer support.
III.
Gold Plan (1000+ points)
All Silver Plan benefits.
Welcome Bonus: 1000 points.
Accelerated Points: Earn 3 points for every ₹1 spent.
Free movie ticket after reaching Gold status.
Exclusive access to QuietFlix merchandise and limited edition movie releases.
VIP Seating: Priority access to the best seats in the house.
IV.
QuietFlix Rewards Redemption
Movie Tickets:
100 points = ₹5 off on a movie ticket.
250 points = One free movie ticket.
Food and Beverage:
50 points = ₹2.50 off on food and beverage items.
150 points = One free small popcorn or drink.
V.
Exclusive Merchandise
500 points = QuietFlix branded merchandise
Additional Features
I.
Referral Program:
Refer a friend and earn 50 points when they sign up and make their first booking. Additionally,
your friend receives a welcome bonus of 25 points upon enrollment. This not only fosters a
sense of community but also rewards our customers for spreading the joy of QuietFlix.
Family and Friends Gift Option: In addition to redeeming points for personal use, members
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can choose to share the cinema experience with loved ones. By redeeming 200 points, members
can gift a free movie ticket to a friend or family member, creating a sense of camaraderie and
shared entertainment.
II.
Point Expiry: To ensure the active engagement of our members, points expire after
15 months of inactivity. This encourages regular participation, ensuring that members
make the most of their loyalty benefits and enjoy a consistent cinematic experience.
Mobile App Integration: Our mobile app not only provides convenient access to
account information but also offers exclusive app-only promotions and discounts. The
Virtual QuietFlix Rewards E-Card available on the app ensures that members can
easily access and utilize their rewards seamlessly.
III.
Personalized Offers: Our commitment to understanding our customers goes beyond
just transactions. The QuietFlix Rewards Program analyzes individual preferences,
transaction history, and viewing behavior to tailor personalized offers. This ensures
that each member receives promotions and deals that align with their unique tastes and
interests.
IV.
Enrolment and Membership: Membership is not only free but also easily accessible.
Customers can enroll effortlessly by providing their mobile number, opening the door
to a world of rewards. However, to maintain the integrity of the program, individual
membership is enforced, and accounts are non-transferable, with ID verification
required during transactions.
V.
Communication: Regular communication is key to keeping our members informed
and engaged. Monthly newsletters provide an overview of points balance and include
exclusive promotions. App notifications serve as instant alerts for personalized deals
and time-sensitive offers, keeping our members up-to-date with the latest and most
relevant information.
VI.
Terms and Conditions: To ensure transparency, our terms and conditions emphasize
that points are non-transferable and cannot be exchanged for cash. Furthermore, it is
explicitly stated that QuietFlix reserves the right to modify or terminate the program
at any time, providing flexibility while maintaining clarity.
REFERRAL PROGRAM:
Refer a friend and earn 50 points when they sign up and make their first booking. Additionally,
your friend receives a welcome bonus of 25 points upon enrolment. This not only fosters a
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sense of community but also rewards our customers for spreading the joy of QuietFlix.

Family and Friends Gift Option: In addition to redeeming points for personal use,
members can choose to share the cinema experience with loved ones. By redeeming
200 points, members can gift a free movie ticket to a friend or family member, creating
a sense of camaraderie and shared entertainment.

Point Expiry: To ensure the active engagement of our members, points expire after 15
months of inactivity. This encourages regular participation, ensuring that members
make the most of their loyalty benefits and enjoy a consistent cinematic experience.

Mobile App Integration: Our mobile app not only provides convenient access to
account information but also offers exclusive app-only promotions and discounts. The
Virtual QuietFlix Rewards E-Card available on the app ensures that members can easily
access and utilize their rewards seamlessly.

Personalized Offers: Our commitment to understanding our customers goes beyond just
transactions. The QuietFlix Rewards Program analyses individual preferences,
transaction history, and viewing behaviour to tailor personalized offers. This ensures
that each member receives promotions and deals that align with their unique tastes and
interests.

Enrolment and Membership: Membership is not only free but also easily accessible.
Customers can enrol effortlessly by providing their mobile number, opening the door
to a world of rewards. However, to maintain the integrity of the program, individual
membership is enforced, and accounts are non-transferable, with ID verification
required during transactions.

Communication: Regular communication is key to keeping our members informed and
engaged. Monthly newsletters provide an overview of points balance and include
exclusive promotions. App notifications serve as instant alerts for personalized deals
and time-sensitive offers, keeping our members up-to-date with the latest and most
relevant information.

Terms and Conditions: To ensure transparency, our terms and conditions emphasize
that points are non-transferable and cannot be exchanged for cash. Furthermore, it is
explicitly stated that QuietFlix reserves the right to modify or terminate the program at
any time, providing flexibility while maintaining clarity.
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GRIEVANCE REDRESSAL AND MECHANISMS
I.
Customer Support Center:

Contact Channel: Set up a dedicated customer support center accessible through
various channels such as phone, email, and in-app chat.

Responsive Team: Employ a trained and responsive customer support team
capable of addressing customer concerns promptly.
II.
In-App Feedback Mechanism:

Feedback Form: Integrate a user-friendly feedback form within the mobile app
for customers to report grievances or share concerns.

Anonymity Option: Provide an option for users to submit feedback
anonymously, encouraging honest and open communication.
III.
Real-Time Assistance:

Chat Support: Implement a real-time chat support feature within the app for
immediate assistance during the movie or in case of technical issues.

Tech Support Team: Maintain a dedicated tech support team to address app-related
concerns swiftly.
IV.
Grievance Escalation Process:

Tiered System: Establish a tiered escalation process where issues are initially
handled by front-line support and can be escalated to higher levels if necessary.

Clear Communication: Communicate the escalation process to customers,
providing transparency about the steps taken to resolve their concerns.
V.
Compensation Protocols:

Clear Guidelines: Establish clear and transparent guidelines for when compensation
is warranted. This could include instances such as severe technical disruptions,
major inconveniences, or repeated issues.

Types of Compensation: Identify various forms of compensation, such as
complimentary tickets for a future movie, discounts on concession items, or loyalty
program points. The type of compensation may vary based on the severity and
nature of the grievance.

Consistency in Application: Ensure consistency in the application of compensation
across different cases to avoid perceptions of unfair treatment. Clearly
communicate the criteria for compensation to the customer support team.

Escalation for Major Issues: Establish an escalation process for major issues, where
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compensation decisions are reviewed by a higher authority to ensure
appropriateness and fairness.

Record-Keeping: Maintain thorough records of compensation provided to
customers. This helps in tracking patterns, analyzing trends, and informing future
service improvements.
VI.
Apology Protocol

Timely Apologies: Apologize promptly when an issue arises, acknowledging any
inconvenience caused. Timely apologies demonstrate responsiveness and empathy.

Personalized Apologies: Tailor apologies to the specific nature of the grievance. A
personalized apology shows that the service provider understands the customer's
unique situation.

Sincere Communication: Use sincere and genuine language in apologies. Avoid
generic responses and express a sincere commitment to addressing the
customer's concerns.
REFERENCE

https://www.inoxmovies.com/loyalty-tnc

https://www.pvrcinemas.com/pvrstatic/contest-promotion.html

https://qat.voxcinemas.com/rewards
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