Secret View Experience of the Month November: Pathé Rembrandt Utrecht
7/1/2025
Congratulations, Pathé Rembrandt Utrecht! You’ve won the Experience of the Month Award for November! Every month, our mystery shoppers carry out assignments in thousands of stores, and from all these results, we select the most remarkable, customer-friendly, or best experiences! This month, Pathé Rembrandt earned the award for their personal approach.
Personal attention as a strength
Enrique Burgos, art education student and employee at Pathé Rembrandt, proudly received the award: “I really didn’t expect it; it makes me so happy! It’s a wonderful recognition of my efforts.” Enrique has been working at Pathé for almost two years and emphasizes that listening to visitors’ needs is essential for a great customer experience: “I find it important to always make a personal chat with our visitors, so I can get to know their interests better. This helps me give tailored advice and make the experience more personal, for example, when recommending a suitable film.” Watching movies reminds him of the coziest times with his family, and he makes sure to visit Pathé himself at least once a week. “I always try to share my passion for movies with our visitors.”
And it shows! Our mystery shopper had an outstanding experience: “The employee was patient, gave thoughtful advice and ended my visit with a warm, personal farewell. He made me feel truly welcome in this cozy cinema!"
Consistently high scores
Service Manager Andrea van den Assem highlights how the team continually works to improve the customer experience. The results of the research are always shared immediately with the team. “I always post the results in our staff kitchen, and we also discuss them in our ‘Pathé Talks’, our internal group. The team is eager to see the scores, and we even try to guess who the mystery shopper might have been.”
Although Pathé Rembrandt has consistently high scores, they do occasionally score lower. “We also share lower scores with the team, including improvement points. For instance, if a visitor wasn’t greeted properly, we make sure to emphasize that for the next visit.” Enrique adds, “It’s really a team effort. Together, we create the best customer experience.”
Service Manager Tim Leigraaff adds that achieving high scores is a real goal for them: “We always aim to score above 93%. Our last two scores were even 100%! We make it a competition to bring out the best in ourselves.” Tim emphasizes that Pathé Rembrandt has held a unique position since it opened in 1993: “It’s our oldest location. The small space and the team’s personal approach create a unique and special atmosphere.”
Proud of the team
Dennis Tulleken, Theater Manager of both Pathé locations in Utrecht since November 2023, is also proud winning the award: “Everything here is running smoothly. Personal attention is the strength of Rembrandt and what makes this cinema unique. With team members like Enrique, it's easy to succeed!”
Dennis explains that Pathé Rembrandt distinguishes itself not only through personal attention, but also through its specific film offerings. Compared to larger locations, this cinema screens more crossover arthouse films, tailored to the city’s audience. Dennis says, “We try to find the perfect balance between art-house and commercial cinema, keeping an eye on the local competition.”
The mystery shopping research keeps the team sharp. “Of course, it’s a snapshot, but with our biweekly mystery shopping visits, there’s definitely a consistent trend in the scores: Rembrandt scores well thanks to the team’s dedication: working with each other, for each other. As Theater Manager, I am very proud of that.”
Congratulations on this award, Pathé Rembrandt. You’ve truly earned it!
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