Case Study: Ster-Kinekor achieves near-real-time customer feedback and improved customer experience with inQuba

Ster Kinekor - Customer Case Study

Ster-Kinekor, South Africa’s leading cinema operator with 55 complexes, 400 screens and about 4 million customers, needed faster, more actionable insight into customer experience as social media made complaints instantaneous and competition for leisure spend intensified. Traditional annual telephonic research was too slow and costly, so Ster-Kinekor engaged Inquba to deploy its inQuba VoC (Voice-of-the-Customer) SaaS solution to capture near‑real‑time feedback across channels.

Inquba implemented a multi‑channel VoC program targeting 700,000 Movie Club and Vitality members, collecting feedback within 24 hours via email, SMS/USSD and web, with escalation workflows and role‑based dashboards. Over 10 months Inquba helped Ster-Kinekor send about 1 million surveys (reaching 40–75% of contactable customers), achieve an 8% response rate and exceed channel response targets by ~200% in many cases; the analysis identified optimal SMS+email/incentive combos, enabled daily manager action, cross‑cinema benchmarking and prioritized spend, producing measurable improvements in customer experience.

Ster-Kinekor

Greyling

Ster Kinekor