UK Customer Experience Awards 2015

Music licensing company PPL has been shortlisted as a finalist in the 2015 UK Customer Experience Awards.

The Member Services team has been recognised in the Hospitality, Leisure and Charities category for its commitment to maximising the value and accuracy of payments made to its performers and record companies and enhancing the overall customer experience.

The revenues collected by PPL on behalf of performers and record companies when their music is played in public and broadcast are becoming increasingly important to the music industry as consumption habits in a digital world change.

PPL is committed to maximising revenues for its members - many of whom are small businesses - to ensure they are fairly paid for the use of their music. Through its enhanced licensing processes, PPL collected £187.1 million in licensing income last year – a 6% uplift on 2013 – paying out higher royalties than ever before to members. An example of PPL’s improved processes included in the award entry is the introduction of a disputes process, whereby PPL inform recording rightsholders when another party has also claimed ownership of the same recording. The process sees each party submit evidence to prove ownership, after which PPL is able to make an unbiased decision on who the recording right lawfully belongs to. This process enabled over 11,000 disputes to be resolved, resulting in significant payments to rightsholders. Improved data accuracy also ensured over 55,000 performers were paid at least once in 2014, and over 92.8% of collected revenues were paid out in the first six months of the year.

Additionally, the company has made improvements to member royalty statements and annual payment information kits, providing more track-level breakdowns so that members can see clearly where and when their music is played.

The UK Customer Experience Awards celebrate and recognise the very best in Customer Experience across all business sectors. Finalists this year include the likes of Telefonica, Vodafone, Ticketmaster and many others.

On being shortlisted, Amanda Carmichael, Head of Member Services, PPL said: “We are absolutely delighted to be shortlisted for these Awards which recognise our commitment to enhancing and refining the services that we offer for our members.”

Singer-songwriter, record producer and PPL member Jem added: “I’m very happy to have my account with PPL. They are extremely helpful, informative and great at explaining all the complexities.”

Neil Copping, Managing Director of Awards International, said: “We are delighted to announce the Finalists of the UK Customer Experience Awards. The quality of entries has been impressive. It’s inspirational to see so many organisations taking CX seriously and using it to deliver great business results. I would like to congratulate all the Finalists and look forward to celebrating and rewarded their success at the Awards ceremony.”

Now in their sixth year, the 2015 Awards will take place on Friday 25 September at the Park Plaza, Westminster Bridge, London. Further information about the awards can be found on their website.