EVERYMAN CINEMA BAKER STREET
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EVERYMAN CINEMA
BAKER STREET
TABLE OF CONTENT
Everyman
Cinemas
2 Small
Rooms
RESEARCH AIM
To explore Everyman’s cinema services
1. To investigate Everyman's service consistency
2. To analyse customers perception of the cinema’s services
3. To understand the reason why students do not go there
SERVICE PERFORMANCE
Catering service
Private hiring
service
Movies
Online and off-line
services
METHODOLOGY
Research
Desk Research
Academic Non-Academic
Review Website
Company’s website
Field Research
Observation
OBSERVATIONAL
FINDINGS
Aspect Number of “like”
Choice of movies IIIIDécor/Comfort IIIIIIIIIBar IIIIIService IIIIII
PRIMARY RESEARCH:
MYSTERY SHOPPER
Mystery shopper
Focus 1: The audience
Focus 2: The customer service
Invisible
processes
Greet customers
Buy tickets
Relax at the
bar/lounge
Take a seat
Watch movie
Order a snack/drinks
Stage in
process
Waiting
time
(min)
Participants
Visible
evidence
“Line of
visibility”
Further order
1 102-5 2 25 100
Customer
service
Staff
Customer
service
Staff
Customer
service
Staff
Decor ,
Staff
appearance
Furniture,
Movie list,
Ticket
Furniture,
Menu card
Receipt
Furniture
Staff
training
Staff
training
Accounting
procedures
Cleaning, Or
dering
process,
Preparation
of food
Cleaning
SERVICE GAP MODEL
Everyman Cinema
recommendation
+
Entertainment
+
Pleasant
cinematic experience
=
gap1
gap 2
gap 3
gap 4
LIMITATIONS
Service availability (members of staff)
Limited choices (films)
Facilities (maintenance, facilities for disable)
Technology (soundproof system/ screen/ phone application)
Location (business people and students)
Feedback (website only)
LIMITATIONS ( P A R T 1 )
Limited choices of movies (Gap 2)
LIMITATIONS ( P A R T 2 )
Facilities maintenance (Gap 3)
Limited ways of evaluating customers’
satisfaction (FB, Twitter,website)
They depend on others to have
customers views (Tripadvisor, viewlondon)
Only one way of becoming a member
LIMITATIONS ( P A R T 3 )
Evaluation / feedbacks (gap 4)
Findings
Impact
CausesService
Gaps
Customers
DISCUSSION
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