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Customer Experience a priority over Compliance for Businesses

New research highlights how 62% of businesses choose providing customer experience as their main priority compared with only 33% choosing compliance

Our latest piece of research has revealed that the majority of businesses (63%) see providing excellent customer service as their key priority. Conversely, only 33% of businesses stated that operating compliantly was their number one priority. However consumer attitudes reveal that compliance can be a key factor in attracting customers. 

The data also found that showing content in public can add value across a variety of business goals. 93% of businesses are certain they have seen increases to guest satisfaction, which is backed up by three quarters of customers who watch film or television publicly stating it has a positive impact on their overall experience (75%). A further 87% of businesses say TV and film has increased sales, and 82% say it has improved footfall. Lastly, 100% of hospitality businesses revealed that showing content to staff increases employee satisfaction and 85% have seen increases in productivity. 

When it comes to compliance, the research found that nearly one-third (32%) of customers surveyed would leave an establishment if it were illegally displaying content, whilst a further two-thirds (66%) of customers stated it is important to them that any content they consume in public venues is licensed. 

Business leaders can therefore point to compliance when building consumer confidence in their customer experience, whilst using TV and film to drive footfall and sales for the 70% of customers that have attended a venue because it displayed film or television. 

The results also showed that less than 50% of businesses have the correct licences despite over 90% believing they run compliantly. These findings highlight the urgent need for greater education to ensure businesses understand licensing requirements correctly and the value of compliance in achieving key business goals such as growth and footfall.

Discussing the importance of educating business on compliance, Rory Shedden, CEO of MPLC, added: “This discrepancy of over 40% between those businesses who believe they are compliant, and those who have actually purchased the correct licences, raises concerns about whether businesses truly understand what it means to be fully compliant within copyright regulations. A core part of our mission at MPLC is to educate businesses on the importance of licensing, and building a community that understands its values.

MPLC are committed to providing businesses with an understanding on how to maximise their business goals through the use of film and TV whilst remaining compliant. Alongside this is education on the importance of licences and royalties to the studios, TV companies and content creators. We want to ensure we are funding the next generation of creatives and supporting their innovation alongside our community of businesses. By prioritising compliance and licensing, businesses not only protect themselves legally but also enhance their ability to achieve long-term success whilst supporting the creative industries.”