Gramex has satisfied customers
The Gramex listens customer and stakeholder survey surveyed the views of Gramex’s music producer and licensing customers and key stakeholders on Gramex’s services and communication.
A total of 649 respondents were received, with the majority being from music performer and producer clients. There were 41 respondents from Gramex’s licensees or other stakeholders.
Gramex has an important role to play
The majority of respondents felt that Gramex is successfully fulfilling its basic role as a copyright agent, specifically as a seller of music usage licenses and an efficient distributor of collected compensations. Gramex was perceived as a necessary actor with an important and beneficial role for the sector.
“It is important that we have an organisation that looks after our interests.”
Respondents praised the smooth customer service and reliability, among other things.
“It has always worked perfectly. Whenever there’s a tricky question, the answer comes quickly. Thank you for the good service.”
Payment reporting was praised for its speed, accuracy and transparency.
“I can’t think of an easier or more reliable way to ensure that remunerations is collected and paid correctly.”
81% of respondents also felt that Gramex has improved in recent years. Customers also felt that it was easy and straightforward to become a member.
“Being a client is the easiest in the world. No membership fee and everything is taken care of.”
These areas for development were highlighted
Respondents were particularly satisfied with the collection, invoicing and payment of remunerations and with GramexPress media. Licensees also praised the ease of purchasing music.
“I wanted to say thank you for making it easier to buy music than in the past.”
Instead, the main areas for improvement were the functioning of the MyGramex portal and a more modern user interface.
“The My Gramex portal also feels old-fashioned and clumsy to use.”
Some respondents felt that they did not know very much about Gramex’s activities, and on the other hand, especially low-income customers felt that they benefited only a little from Gramex’s activities.
“I have been satisfied with the service I have received from Gramex, but otherwise I am not very familiar with Gramex and the way it works.”
“Gramex is of little use if the songs are not played on the radio.”
Participation in the social debate was divided – some respondents felt that Gramex should be more involved in the social debate, while others wanted the organisation to focus on communicating its core activities. In addition, some respondents wanted more communication in Swedish.
Fact: Gramex listens
- The Gramex listens survey was conducted as an online survey in September-October in both Finnish and English. The survey is conducted annually.
- The results of the survey will be used to plan Gramex’s activities.
- The draw for the survey has been completed and the winner has been contacted personally.
- Inquiries: Christina Boman
