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Customer Satisfaction Survey Report

Customer Satisfaction Survey Report

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Page 1: Customer Satisfaction Survey Report

Customer Satisfaction Survey Report

Page 2: Customer Satisfaction Survey Report

Survey Abstract

AGS Cinemas has been in film exhibition business since three years, opening multiplexes at two areas: OMR and Villivakkam.

This is the first time AGS is conducting a survey to gauge customer satisfaction at AGS Cinemas.

The survey was conducted from 22nd May to 26th June, 2013. 150 patrons participated in the survey – 75 for AGS OMR and 75 for AGS Villivakkam.

.

Page 3: Customer Satisfaction Survey Report

Acknowledgements Over the last two months, I have been living in Chennai, knowing no one

except a few relatives I barely knew until I landed at the airport. Over the next few days, during my internship, I met a number of people who, like my relatives knew nothing much about me except my name, but supported me throughout this wonderful stay.

I am grateful to Mr. Sharada for giving me the independence I so love, to conduct a survey for AGS Cinemas. This work would not had been possible had AGS CEO Ms. Archana Kalpathi not given her consent, so I’m truly grateful to her. There are a couple of others who have helped me get to AGS and all throughout my project. Here are the names:

Ms. Poorni, Ms, Sangeetha, Mr. Saravanan, Mr. Joyson, Mr. Dinesh, The AGS Staff, Vanaja Aunty, Ms. Aditi (UTV) and Mr. Sailesh.

Page 4: Customer Satisfaction Survey Report

Survey Abstract – Part 2

Highlighted in the following slides are key areas of customer response, along with recommendations which AGS could adopt in order to improve level of customer satisfaction

Page 5: Customer Satisfaction Survey Report

Contents i) Demographic Results: a) Gender Based Distribution b) Age Based Distribution c) Area Based Distribution: 1) Competitive Analysis –

Booking Schedule 2) Current Situation and

Recommendations for Booking ii)

Page 6: Customer Satisfaction Survey Report

Contents

ii) Psychographic Results and Recommendations

a) Visit Frequency To AGS

b) Telephone Inquiry at AGS : 1) Online Responses 2) Current Situation and

Recommendations

c) Response Towards AGS Website 1) Recommendations

Page 7: Customer Satisfaction Survey Report

Contents

ii) Psychographic Results and Recommendations

d) Response To AGS Picture Quality 1) Recommendations

e) Response To AGS Seating Comfort 1) Online Responses 1) Recommendations

f) Response To AGS Lobby Ambience 1) Recommendations

Page 8: Customer Satisfaction Survey Report

Contents

ii) Psychographic Results and Recommendations

g) Response For AGS Menu Variety 1) Suggestions

h) Response To AGS Serving Quantity and Refreshment Quality 1) Online Responses 1) Recommendations

i) Response To AGS Parking

Page 9: Customer Satisfaction Survey Report

Contents

ii) Psychographic Results and Recommendations

j) Washroom Maintenance

k) Communication Problem at AGS

Page 10: Customer Satisfaction Survey Report

Gender Based Distribution

Place

Gender

Navallur Villivakkam Navallur %

Villivakkam %

Total Total %

Female 40 29 53% 39% 69 46.00%

Male 35 46 47% 61% 81 54.00%

Grand Total 75 75 100% 100% 150 100.00%

Page 11: Customer Satisfaction Survey Report

Gender Based Distribution61% male respondents at AGS Villivakkam

Lesser female patrons at AGS Villivakkam (observed from survey and security guard response)

A number of female patrons at AGS Villivakkam hesitant to respond to questionnaire, and asking the accompanying male member to answer

Consider:

• Largely, male members make purchase decisions at AGS Villivakkam ?• Are security arrangements adequate at AGS Villivakkam?• Is female safety a concern at AGS Villivakkam?

Page 12: Customer Satisfaction Survey Report

Age Based Distribution – OMR

• Largest respondents in AGS OMR in 19-25 age bracket.

• Food court on the floor below AGS OMR a meeting hub for young couples

• Variety of food also an attraction for youngsters in AGS OMR

14 – 18 years 19 – 25 years 26 – 35 years 36 – 45 years 46 and above0

5

10

15

20

25

30

35

40

45

Page 13: Customer Satisfaction Survey Report

Age Based Distribution –Villivakkam

Relatively even distribution of age groups at AGS Villivakkam

No food court and lack of seating space in mall; only for movie viewing

Presence of ‘Vasanta Bhavan’ multi-cuisine family restaurant

14 – 18 years 19 – 25 years 26 – 35 years 36 – 45 years 46 and above0

5

10

15

20

25

30

35

Page 14: Customer Satisfaction Survey Report

Area Based Distribution

Velachery: Although 18 kms away, AGS location advantage due to nearness to workplace. May lose patrons when LUXE cinemas opens in Velachery

6

Best Location Advantage. Also Better Facilities than Maayajaal. 5

5

5

Location advantage.

Nearness to respondents 'workplace. Location advantage.

The numbers in boxes represent the number of respondents from these locations.

Page 15: Customer Satisfaction Survey Report

Area Based Distribution

Nearest Multiplexes:AGS- 3.6 Kms, PVR – 4.5 Kms, Fame – 7.7 Kms

Best Location Advantage

AGS within 5 Kms, S2 Cinemas 7-10 kms

Fame Cinemas Has Location Advantage

AGS Villivakkam Closer Option

The numbers in boxes represent the number of respondents from these locations.

17

148

5

4

Page 16: Customer Satisfaction Survey Report

Competitors’ Analysis – Booking Schedule Day F S Su M Tu W Thu Thu Adv Bkg Y Y Y Y N N N

Schedule 1 1 1 1 2 2 2

Note: F, S, Su and M have same schedule. Tu, W, Thu schedule opens on Saturday/Sunday

Day F S Su M Tu W Thu Adv Bkg Y Y Y Y N N N

Schedule 1 2 2 3 3 3 3

Note: S and Su have more shows (usually English and Telugu films) than F. M, Tu, W, Thu schedule opens on Saturday/Sunday

1) PVR Cinemas 2) Fame Cinemas

Page 17: Customer Satisfaction Survey Report

Competitors’ Analysis – Booking Schedule Day F S Su M Tu W Thu Thu Adv Bkg Y Y Y Y Y Y Y

Schedule 1 2 2 1 1 1 1

Note: Booking open for the entire week in advance. S and Su have additional shows.

Day F S Su M Tu W Thu Adv Bkg Y Y Y N N N N

Schedule 1 1 1 2 2 2 2

Note: Generally last to open booking. Same schedule for F, S, Su although S and Su could have additional shows, especially at Navallur.

3) S2 Cinemas, Perambur AGS Cinemas

Page 18: Customer Satisfaction Survey Report

Current Situation and Recommendations For Booking

8 of the 10 respondents who attempted telephone inquiry but found it was not working had come to book tickets for English films (which have very few shows at AGS Cinemas)

AGS Cinemas could make one schedule for Friday and another for Saturday and Sunday (with additional evening shows for English, Hindi, Telugu films)

AGS should try keeping its schedule for Monday open in advance before PVR can capture most patrons (both theatres close to Anna Nagar)

If possible, to open online booking for limited (& confirmed) show timings before opening full schedule

Page 19: Customer Satisfaction Survey Report

Visit Frequency To AGS

Navallur

• Both ‘Frequent’ and ‘Occasional’ Patrons Dominate

• Mostly frequented by IT students and professionals from nearby campus, hostels and offices

• More evenly distributed than AGS Villivakkam.

Visit to AGS Cinema First time In a while Once in a while0

5

10

15

20

25

30

35

40

Page 20: Customer Satisfaction Survey Report

Villivakkam • Dominated by ‘Frequent’ Patrons

• Largely visited by localites from nearby areas (interiors)

First time In a while Once in a while0

5

10

15

20

25

30

35

40

45

Visit Frequency To AGS

Page 21: Customer Satisfaction Survey Report

Telephone Inquiry at AGS

As slide 13 mentions, 8 out of 10 patrons who complained about customer service wanted to inquire about ‘English’ films, as there are only a few shows played at AGS OMR and AGS Villivakkam

5 out of these 8 respondents used the booking counter for booking, and most possibly saw ads in newspapers before calling (as website show timings and ticket availability)

Chances of switching to other theatres with better telephone inquiry services is high, as many would not want to spend additional amount booking online

Page 22: Customer Satisfaction Survey Report

Recommendations Telephone inquiry and home delivery of tickets should resume;

AGS staff at Villivakkam inform that it was discontinued due to staff shortage.

Cloud services for booking inquiry and ticket delivery (limited to certain areas which are easily accessible by road) should be used so expenses of hiring new staff can be obviated.

It is crucial for AGS Navallur to begin ticket delivery, and establish relations with IT colleges and workplaces nearby for bulk booking possibility, especially with LUXE cinemas opening soon

Page 23: Customer Satisfaction Survey Report

Response Towards AGS Website

AGS Vis-ited Tickets Booked

Navalur Using AGS Website

Navalur     Using Other Websites (e.g. Book My Show)

Navalur    Box Office Counter

Navalur (blank)

15

1149

AGS Visited Booked ticketsVillivakkam      Using AGS Web-site Villivakkam       Using Other Websites (e.g. Book My Show)

AGS VILLIVAKKAM AGS OMR

Page 24: Customer Satisfaction Survey Report

Response Towards AGS Website

At AGS Villivakkam, 65% of respondents booked using BO counter (charged Rs 120 for a 2D film)

At AGS OMR, 28% respondents used AGS website and 29% Book My Show website (charged Rs 120 + commission rate)

It could be assumed from the chart given in the previous slide that more patrons at AGS OMR are willing to spend more on getting tickets easily

Page 25: Customer Satisfaction Survey Report

Response Towards AGS Website

21 respondents in total complained about or made recommendations for the AGS website:

AGS VISITED

AGE NO OF COMPLAINTS/SUGGESTIONS

OMR 19 – 25 Years 4

26 – 35 Years 9

VILLIVAKKAM 14 – 18 Years 1

19 – 25 Years 3

26 – 35 Years 4

Criticized website look and cited login problems.

Criticized Difficulty of Website Use and Accessibility, Recommended GUI changes

Criticized look, speed and difficulty of use of website, suggested internet banking and payback reward facility

Criticized ease of website use and response of website

Criticized ease of website use, speed of website and working of website on tablets

Page 26: Customer Satisfaction Survey Report

Recommendations Option to load HTML version for slow internet connection

Look into website login process (esp. on mobile devices)

25 Frames iCard Facility coming up; include payback point reward facility

Enhance look of website; reduce image size and include further movie information

Regularly update website; clear old information, activities, contests

Active contests should pop up while opening page; link should direct us to contest page

Page 27: Customer Satisfaction Survey Report

Response Towards Picture Quality

Mov

ie E

xpe-

rienc

e - P

ic-tu

re Q

ualit

y

Aver

age

Good

Grea

t

AGS Visited

Villivakkam

0

10

20

30

40

50

60

AGS PICTURE QUALITY - VIL-LIVAKKAM

Mov

ie E

xper

ienc

e - P

ictur

e Q

ualit

y

Aver

age

Good

Grea

t

Poor

(bla

nk)

AGS Vis-ited

Navalur

0

10

20

30

40

50

60

AGS PICTURE QUALITY – OMR

Page 28: Customer Satisfaction Survey Report

Response Towards Picture Quality

3D Experience at AGS Cinemas has been roundly criticized by respondents.

× Screen becomes too dark and blurry× Process of getting 3D glass too long× Dissatisfaction with 3D glass being non-refundable× 3D glasses smudged and scratched× 3D glasses tinted

Page 29: Customer Satisfaction Survey Report

Recommendations Possible solution offered by AGS Villivakkam respondent, Colin

“3D glasses are way too tinted, which darkens screen. If tint can be reduced or non-tinted glasses can be available, 3D experience would be great”

Process of buying 3D Glass (Rs 30) shifted to screen entrance. Concessions counter gets crowded and many end up either i) getting late for the 3D film or ii) not getting concessions quickly. Slip would be provided by usher.

Operating staff should handle 3D glasses (Rs 2000 each) carefully. Improper care on part of staff leads to deterioration in glass quality.

Page 30: Customer Satisfaction Survey Report

Response Towards AGS Seating ComfortM

ovie

Exp

erie

nce

- Sea

t Com

fort

Very

Poo

r

Poor

Aver

age

Goo

d

Gre

at

(bla

nk)

AGS Vis-ited

Navalur

0

5

10

15

20

25

30

35

AGS OMR Seat Comfort Common complaints: Torn, shaky and damaged seats, uncomfortable hand-rest. Some patrons complained of headache.

50% (6 out of 12) of ‘First Time’ Patrons rated ‘Average’; bad impression of AGS

2 out of 3 respondents rating Very Low ‘Frequent’ Patrons. One observes ‘General maintenance has deteriorated over the year’

Page 31: Customer Satisfaction Survey Report

Response Towards AGS Seating ComfortM

ovie

Exp

erie

nce

- Sea

t Com

fort

Very

Poo

r

Poor

Aver

age

Goo

d

Gre

at

AGS Visited Villivakkam

0

10

20

30

40

50

60

AGS VILLIVAKKAM SEAT COMFORT More comfortable seats have been selected for AGS OMR. Yet, seats are AGS Villivakkam got a much better response due to better maintenance.

A few AGS respondents who rated AGS Villivakkam seat comfort as either ‘poor’ or ‘very poor’ complained about “seats being narrow” and “seats could have better recliners”

Page 32: Customer Satisfaction Survey Report

Response Towards AGS Seating Comfort(Online Responses – AGS OMR)

The Positives

‘Most comfortable seats in the country’

Harsha Kondapalli, Google Plus

‘it is a nice place where you can sit comfortably and watch a movie’

Sonika,http://yellowpages.sulekha.com

‘…seating is really very comfortable’

Hemant Thakkar http://yellowpages.sulekha.com

Page 33: Customer Satisfaction Survey Report

Response Towards AGS Seating Comfort(Online Responses – AGS OMR)

The Negatives ‘Seats are

worst,, All seats are damaged..’

‘the place is awfully maintained and super

dirty...’

‘Its sad to see that so many seats r torn. Plz

do replace thm’

Page 34: Customer Satisfaction Survey Report

Response Towards AGS Seating Comfort(Online Responses – AGS OMR)

Implied dissatisfaction among customers

First Time Patrons Remarks More Critical

Frequent Patrons Disappointment

Increasing Maintenance Expenses Over Time

Delay in Fulfillment of Promise – Further Dissatisfaction

Page 35: Customer Satisfaction Survey Report

Current Situation and Recommendations

‘Renovation work to be completed by September’ promises Ms. Archana Kalpathi, AGS CEO on Twitter

Regular Inspection (by operating staff) and Periodical Maintenance

Setting Quantitative Standards for measuring the extent of torn and damaged seats in theatre hall, through regular inspection. In case condition exceeds minimum standards, maintenance work should begin

Periodical maintenance increases customer satisfaction about maintenance at AGS

Page 36: Customer Satisfaction Survey Report

Response Towards Lobby Ambience

Taking the weighted average of lobby ambience response based on gender scale (Very Poor = 1, Poor = 2, Average = 3, Good = 4, Great = 5)

AGS VISITED GENDER WEIGHTED AVERAGE AND STANDARD DEVIATION

Villivakkam Male 3.88 with standard deviation 0.604510822

Female 3.82 with standard deviation 0.751677251

OMR Male 4.02 with standard deviation 0.499772543

Female 3.89 with standard deviation 0.446593758

Page 37: Customer Satisfaction Survey Report

Response Towards Lobby Ambience

Although overall positive, the lowest mean rating and largest deviation is visible among female AGS Villivakkam respondents.

× Lack of Space × Lack of Comfort

AGS Villivakkam takes no advantage of the patrons waiting in the box office counter (for a few minutes up to an hour) by providing a paid service which can bring revenue

Page 38: Customer Satisfaction Survey Report

Recommendations A new facility can be installed near the box

office area or in the concessions zone. For example, a fun photo-booth for patrons. This would work better at AGS OMR, where the demographic largely includes 19-25 years.

In case of a fun photo-booth installation, AGS would not require additional staff in case a patron has to insert a coin, enter booth and get his picture taken

This can be used for AGS marketing if it is possible to insert the AGS logo in the background; it will have high chance of getting uploaded on a social networking site

Page 39: Customer Satisfaction Survey Report

Response To AGS Menu Variety

Refreshment Area_Menu Variety

Average

High

Low

(blank)

AGS

Visit

edN

aval

ur

0 5 10 15 20 25 30 35 40

AGS OMR

Page 40: Customer Satisfaction Survey Report

Response To AGS Menu Variety

Average

High

Low

(blank)

Villi

vakk

am

0 5 10 15 20 25 30 35 40

AGS Villivakkam

Page 41: Customer Satisfaction Survey Report

Suggestions For AGS Menu Variety

Eggless Variety of Desserts (Although AGS theatres are completely vegetarian,

no eggless cakes available on menu

Egg Included Food Items: Recommendation of at least 6 respondents. Use egg as stuffing e.g. Egg puff

Page 42: Customer Satisfaction Survey Report

Suggestions For AGS Menu Variety

Ice Cream Cups and Cones (At AGS OMR):

Plans to set up ice-cream counter at AGS OMR.Since mall is empty and one ice-cream counter in food-court, try differentiating in terms of variety, flavor. Cones good option for couples (many at AGS OMR) than ice-cream cups.

Chocolate Items: Favorite among women respondents; Welcome addition to AGS OMR as chocolate is an aphrodisiac – couples’ favorite

Page 43: Customer Satisfaction Survey Report

Suggestions For AGS Menu VarietyBread Items Such as Chocolate Croissant, Doughnuts and Dry Cakes:

Pastries common demand among female respondents.

Currently limited in menu; only cream variety.Dry cakes and pastries (cup cake, sponge cake) Sweet bread varieties (chocolate croissants, doughnuts) easier to consume, share and dispose (less maintenance problem)

Page 44: Customer Satisfaction Survey Report

Suggestions For AGS Menu Variety

More Varieties of Puff, Vada Pav: Favorite food item among at least six respondents.Common complaint that stock gets over quickly.Could increase variety of puff, with different stuffing.

Vada Pav could be introduced, considering the growingNorth Indian population in Navallur and near Villivakkam.

7

Smoothies/Slushies:

Preparation time low,Lesser Use of Concentrate,

Easier To Prepare Than Milkshake, Suggested by a Few Respondents

Page 45: Customer Satisfaction Survey Report

Suggestions For AGS Menu VarietyCup Items For Consideration: Competitor PVR : Counter serving boiled chana varieties. Price range between Rs. 50-70Success Rate: Good (11 patrons selected boiled corn as favorite food item)

Serving Size Medium, Tasty, Light and Healthy Alternative

Light on stomach, so may lead to further purchase at concessions

(Similar effect of Chinese food – tasty and light, filling only for a short time)

Page 46: Customer Satisfaction Survey Report

Response To AGS Serving Quality and Refreshment Quality

Low Average High (blank)Navalur

010203040

Refreshment Quality - AGS OMR

Low Average High (blank)Navalur

010203040

Serving Quantity AGS OMR

Low Average High (blank)Villivakkam

05

101520253035

Serving Quantity - AGS Villivakkam

Low Average High (blank)Villivakkam

010203040

Refreshment Quality - AGS Vil-livakkam

Page 47: Customer Satisfaction Survey Report

Response To AGS Serving Quality and Refreshment Quality

• A complementary opinion shared about refreshing quality and quantity.

• 20 out of 29 AGS OMR respondents rated both serving quantity and refreshment quality as average

• Similarly, out of 30 respondents, 22 rated both serving quantity and refreshment quality as high.

• A correlation exists between these two variables, however, its important to know which factor is more dependent: the refreshment quality or serving quantity. There is another influencing variable: the refreshment price.

Page 48: Customer Satisfaction Survey Report

Response To AGS Serving Quality and Refreshment Quality

• Most of the respondents’ complaints focus on ‘Refreshment quality’ than ‘serving quantity’.

• Most respondents rating serving quantity as ‘average’ stated new items that could be added in the menu.

• On the other hand, most respondents rating refreshment quality as low had specific complaints, such as ‘Caramel popcorn has medicinal taste’ ‘Paani puri not good’ etc

• Some of those above 46 do not take food at concessions (Villivakkam), complaining that ‘the food is stale’ (Mr Kas) or ‘quality is not being focused upon’ (Mr. Akbar)

Page 49: Customer Satisfaction Survey Report

Recommendations Lesser variety leads to overall negative or average response.

Introducing food items and beverages taking into consideration close competitor PVR’s menu

Fresh stock of food-items, especially puris for chaat items, caramel popcorn

With better quality food, serving quantity could reduce slightly without making a negative effect on customer satisfaction

Page 50: Customer Satisfaction Survey Report

Recommendations

Varsha, an AGS OMR respondent, suggests that AGS ‘serve less, charge less but give good’

Her complaint specificially deals with ‘popcorn’. She believes that the quantity of popcorn served at AGS is too much.

In fact, a 97 out of 150 patrons chose popcorn as their favorite item. This item is less elastic to change in price.

Therefore, the quantity served currently can be reduced slightly or the price increased slightly without change in demand. Along with this, a cheaper option of popcorn can be introduced for kids (this will need appropriate packaging so the target audience is limited to children. Doing so will lead to higher sales, as kids would share from one large tub.

Page 51: Customer Satisfaction Survey Report

Response To AGS Parking (OMR)

AgeMode of transport

No. of Respondents

14 – 18 years Private 3 Public 114 – 18 years Total 419 – 25 years Private 15 Public 21 (blank) 419 – 25 years Total 4026 – 35 years Private 14 Public 6 (blank) 126 – 35 years Total 2136 – 45 years Private 636 – 45 years Total 646 and above Private 3 Public 146 and above Total 4

HIGHEST PUBLIC TRANSPORT RESPONDENTS

55% OF THE RESPONDENTS USED PRIVATE TRANSPORT

Page 52: Customer Satisfaction Survey Report

Response To AGS Parking (Villivakkam)Age Mode of transport No. Of Respondents 14 – 18 years Private 7 Public 414 – 18 years Total 1119 – 25 years Private 17 Public 11 (blank) 119 – 25 years Total 2926 – 35 years Private 20 Public 2 (blank) 126 – 35 years Total 2336 – 45 years Private 6 Public 136 – 45 years Total 746 and above Private 3 Public 246 and above Total 5

71% OF THE RESPONDENTS USED PRIVATE TRANSPORT,

HIGHER THAN AGS OMR

THE QUESTION ARISES: IS THE PARKING SPACE ADEQUATE IN AGS

VILLIVAKKAM?

Page 53: Customer Satisfaction Survey Report

Response To AGS Parking (Villivakkam)

Booking process leads to parking difficulty and parking space problem at AGS Villivakkam.

PARKING PROCESS (4 wheeler) :

HALT NEAR THEATRE PURCHASE TICKETS TAKE VEHICLE TO BASEMENT REVEAL TICKET TO PARKING EMPLOYEE PARK CAR AT ALLOTED SPOT WALK TO BO WATCH FILM LEAVE THEATRE ENTER BASEMENT PAY MONEY (Rs 40 FOR MOVIE HOURS + Rs 10 FOR EVERY EXTRA HOUR) LEAVE THE BASEMENT WITH CAR

Page 54: Customer Satisfaction Survey Report

Response To AGS Parking (Villivakkam)Similar process for two-wheeler (scooters and motorcycles)

except parking lot at three locations: i) left side of theatreii) Right side of theatre iii) Opposite theatre in AGS owned

parking lot ADVANTAGES DISADVANTAGES

1) Only those who have booked tickets can enter parking zone

1) Approach road to theatre narrow, so road clogged during weekends

2) Parking rate fixed, irrespective of movie duration

2) Entrance and exit of 4 wheeler is one and the same. Vehicles blocking each other.

3) Parking Space allotted depending on movie visited

3) Person booking tickets online may have to wait unnecessarily to park car.

4) Movies with wider audience allotted more space

4) Fixed rate for 1 ½hr (English) movie and 2 ¾ hr movie discriminatory

5) Locating Car easier 5) Process takes long when customer takes time to book tickets.

Page 55: Customer Satisfaction Survey Report

Washroom Maintenance

• Only 10 out of 150 respondents rated washroom maintenance as low: 8 were women (7 AGS Navalur respondents) , 2 men

Wrongs Rights

× Insufficient Toilet Roll * Air Freshener in Washrooms

× Inadequate Water * Handwash in Men’s room × Bad Odor ( not present in Villivakkam;× Unclean Toilets bad impression of hygiene standards)

Page 56: Customer Satisfaction Survey Report

Communication Problem at AGS

Mr. Gautam, an AGS Villivakkam respondent remarked ‘There should be propert communication so audience get information about upcoming movies and attractions as soon as possible’.

Posters at AGS Villivakkam are not being regularly updated

Many posters displayed of films that have left the screens or which shan’t come in Indian theatres

No proper strategy regarding arragement of posters (put up in a random order)

e.g. Ghanchakkar, a Bollywood film running in screens placed near the washroom at the back; on the other hand, posters of movies like ‘Saint Dracula 3D’ and ‘The Collector’ (not to release) prominently displayed.

e.g. Hollywood film ‘Hitchcock’ banner displayed for two months before being removed; movie had released one year ago

Posters of films not playing at one AGS branch but at another can be placed in the first branch with a message where interested patrons can catch it

Screens at concessions and BO display same information. One BO screen should display film promos while one concessions screen should display beautifully photographed images of concessions