It’s Not You, It’s Me
Published July 15th, 2008 in GeneralI cancelled my Moviestar.ie account the other day. Simple decision to make really, I’ve a backlog of DVDs to get through so paying EURO12.99 per month for a service I didn’t use hardly made sense. Nothing against Moviestar.ie, they had lots of films I wanted to see but I don’t have time for them at the moment.
So it would just be a simple click of a button and sayonara Moviestar.ie…or would it?
You have to hand it to Moviestar.ie, they have a fantastic cancellation service which means you have to go through five stages before canceling the service. It’s largely designed to capture information so that they can improve their service, but I was impressed by the manner they handled the cancellation.
Am I sure I want to cancel my account? Would I like two weeks service instead before making up my mind? It got to the stage that I felt guilty that I was breaking up with Moviestar.ie.
The sign of a good brand or service - it feels like you’re in a relationship with them. Breaking up is hard to do. In this case it was of a case of ‘It’s not you, it’s me…honest.’
6 Responses to “It’s Not You, It’s Me”
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That’s a coincidence. We all cancelled our moviestar accounts in the last couple of weeks here at Postcard Towers. One good thing we did was swap DVD’s between us which saved a few quid.
It was a good service but I have been spending less time watchin DVD’s lately hence the cancellation.
The recession kicking in?
That cancellation process sounds similar to the one used by a lot of adult sites
Not going to ask why you know that
Hi Piaras,
Gavin here, co-founder of Moviestar.ie. Unfortunate to hear you have cancelled your account with Moviestar! But I am happy you are impressed with our cancellation procedure. We try to make it easy for users, after all, our service promises ‘cancel at any time’ but you are right in that we want to capture the reason customers are leaving. This information is so important to us. We track and graph all the reasons users leave, and week by week try to improve in each area. Users used to say ‘I am not getting my top choices’ and we fixed that by increasing our buying of new release movies. We also know why each individual customer cancelled their service, and if we have improved on that later on, we can contact them individually to let them know; and hope they will come back and try our service again (as long as we have their permission of course!).
Gavin
Thanks for the comment Gavin. Really impressed by the email I received from Moviestar as part of the cancellation process as well today. Needless to say I’ll have to sign up again once I get through my backlog.