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Entertainment and Leisure

Cold online world

In the comparison between the sectors, Entertainment and Leisure ranked 4th . An improvement can be found in all pillars, although the Empathy pillar is still 1.4% below the market average. This could be caused by the fact that many of the companies on the ladder provide most of their services online (tickets, watching TV, online betting) which means that, under certain circumstances, the customer may not come into contact with another human being at all, leaving the brand with very little opportunity to show empathy. On the other hand, the industry does very well in Expectations and Personalization (1.1% and 1% above the market average, respectively).

The industry development can be simply put like this: strong newcomers and stagnating or only slightly improved “stagers” from last year who have dropped in the rankings because the others have shown more prominent growth. A similar phenomenon – stagnation in the absolute numbers and a drop in the rankings – can be also see in Telecommunications and Travel and Hotels.

Trust: The winning ticket

This year’s sector winner is the ticket selling platform Ticketpro (now renamed to Ticketmaster). The comment analysis shows that the brand does some very good work in the field of customer experience. The customers mentioned the speed of purchase, problem-free payment and quick delivery of their tickets. They often return because they trust the brand, and the scores in the Time and effort (almost 8 points) and Integrity (7.7) pillars are a proof of that. Ticketportal is another strong newcomer praised by customers for the same reasons, achieving great results in the Time and effort (7.9) and Integrity (7.6) pillars as well.

Netflix and chill?

The third newcomer to the sector – video streaming provider Netflix – has also ranked decently, taking 72nd place. On the British market, the company has already made its way from the very bottom into the top 20 from 2012 to 2015. Today, they are seen as one of the brands that have gone through the biggest change to adopt active customer experience management. The company pays special attention to the Personalization pillar, using an advanced algorithm to create personalized content recommendations for every customer and constantly adjusting them to match the customer’s changing preferences. We can expect Netflix to improve its position in the Czech customer experience ranking as soon as the company feels a bit more comfortable and settled on the local market.

Sector’s best

41st
Ticketpro 7,30
44th
Cinestar 7,30
54th
Ticketportal 7,20
“I was billed twice for the same monthly fee. One e-mail to the customer service team was enough to solve the issue.” (Netflix)
“Communication is swift and quite classy. You can see that the employees are well trained in their job and do not sound like robots.” (CineStar)
“I have a gambling account with this company and I’ve had some trouble with logging in. So, I went to one of their offices and they helped me restore my account while being very nice and professional.” (Sazka)

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Logistics

Evaluated Sectors

Financial Services Grocery Retail Travel and Hotels Entertainment and Leisure Logistics Non-Grocery Retail Public Sector Restaurants and Fast Food Telecommunications Utilities

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Čeština
Homepage Evaluated sectors TOP 100 The six-pillar method CX in Czech companies Download publication Request detailed analysis
Financial Services Grocery Retail Travel and Hotels Entertainment and Leisure Logistics Non-Grocery Retail Public Sector Restaurants and Fast Food Telecommunications Utilities

CX training by KPMG

Sign up for the workshop

Results from 2017

Download the Fair Play study.

How good are you at managing customer experience? (Only in CZE)

Take the test to see how well you do compared to other companies.

Download publications CX 2018