Mitch Lowe
MoviePass Seeks to Improve Customer Relations
March 5, 2018
MoviePass has a customer relations problem.
The subscription ticket service March 5 announced it inked a partnership with TaskUs to improve relations with subscribers. It also hired former Jake Petersen, former senior manager of client services at TaskUs, as the company’s VP of customer experience.
Since cutting the monthly sub price six months ago to $9.95, MoviePass has generated more than 2 million members – with a goal of 5 million by yearend.
At the same time, the New York-based company has endured myriad complaints from subs unable to get membership cards and/or being denied access to screening in select markets, among other complaints.
“We want to ensure that all MoviePass subscribers feel that they are being heard and cared for,” CEO Mitch Lowe said in a statement.
Lowe, who has been making the media rounds promoting the service, reiterated MoviePass has been overwhelmed by consumer interest in seeing a theatrical screening daily for a month for less than the cost of standard ticket in a major market.
TaskUs, which as worked with startups such as Tinder, Periscope, Hotel Tonight and Hootsuite, is tasked with providing consultative solutions and scaled support systems to improve MoviePass’ bottom line.
Indeed, the service pays theater operators full value of every ticket acquired by subscribers – an untenable business model without revenue sharing agreements with theaters or millions of infrequent movie-going subs.
At TaskUs, Petersen was responsible for building and running customer experience operations for a number of hyper-growth companies. Prior to TaskUs, Petersen served as the head of professional support and acquisition for Houzz, where he helped grow the service team to over 60 members, while the company grew from 5 to 40 million users.
“We have a massive opportunity here to create something special within the entertainment industry,” said Petersen.
I’m very frustrated as a new subscriber to MoviePass. W only one month as a member I was forced to update my app After the update I was unable to log back in as it does not recognize my credentials. I tried to log in so that I can submit photo of my stub but was declined access. Pls assist and advise
The current way that Movie Pass is operating is not to our liking and we would never have renewed our cards. The only movies we are able to see are the ones that Movie Pass picks. All of the other movies are “not available at the theaters in our area”.
If I could get a refund I would be happy but Movie Pass makes it very difficult.