PPL leads the way in customer satisfaction

PPL is proud to be named a finalist in the Institute of Customer Services, UK Customer Satisfaction Awards. PPL’s Member Services team has been shortlisted in the Customer Focus category for its Member Experience programme, demonstrating excellent investment in customer service.

Recognising that each member has a diverse set of requirements and expectations from PPL’s service, the Member Experience programme was introduced to help provide a seamless, simple and first-class service to each and every member and to maximise the value and accuracy of payments made to performers and record companies.

PPL’s members include major record labels and independents as well as globally successful performers and session musicians, ranging from orchestral players to percussionists and singers. Typically, hundreds of new record companies and performers join PPL every month to add to the 90,000 it already manages. PPL is committed to ensuring members are paid fairly when their recordings are played in public (in nightclubs, restaurants, shops, offices and many other business types) and broadcast on TV and radio across the UK. PPL also operates an international royalty collection service helping members to get paid when their recordings are played internationally.

The Member Experience programme goal is to give PPL members fast, efficient and intuitive access to their data, tailored to their specific needs. Members have benefited from upgrades to PPL’s unique member portal, myPPL, and improved royalty statements that provide detailed payment insights and track-level breakdowns so that members can see clearly when and where their music has been played.

The Member Experience is continually updated and improved via daily contact and feedback from PPL members and employees, responses from a monthly member survey, face-to-face interaction at monthly member open days and regular engagement with members at external events.

PPL is the only music company to be shortlisted in this year’s UK Customer Satisfaction Awards, and was selected alongside other customer-driven companies such as Superdrug, Direct Line and LV=.

Amanda Carmichael, Head of Member Services, PPL said, “At PPL we believe that positive and productive engagement with our members, is crucial to understanding them and meeting their needs with the highest level of service. We are absolutely delighted to be shortlisted for these Awards which recognise our commitment to enhancing and refining the services that we offer our members.”

The UK Customer Satisfaction Awards will take place on Tuesday 1 March 2016 and will be judged by a panel of industry experts, business leaders and academics.