What Customers Think of the ROV Barcode Scanner
April 22nd, 2009
by Nicolas Andron
Recently, Marketing decided to put a finger on the pulse of Microvision’s ROV Scanner users to see how they felt about the MEMS-based scanner. We put together a survey, sent it to every ROV Scanner customer, and eagerly waited for the results. To sweeten the deal, each customer that completed the survey would be entered to win one of two VISA Gift Cards.
Nearly 25% of the recipients filled out the survey over the span of the month-long window provided. The results were impressive.
A brief summary:
- 76% of customers rated their shopping experience on the Microvision web store as “Good” or “Very good” (avg rating 4.15 out of 5)
- 76% of ROV Scanner users felt that it read “Most bar codes easily” (avg rating 4.15 out of 5)
- When we asked customers what their 3 favorite aspects of the ROV Scanner were, we ended up with lots of feedback:
- Easy to Use
- Fast scan rate / bar code readability
- High memory capacity
- Rugged / Durable
- Small Size
- Microvision and it’s products received a +35% Net Promoter Score (NPS)*
- Microvision’s service department received a +30% NPS
*Net Promoter Score is a common metric used to determine customer loyalty. It’s derived by asking people the likeliness that they’d recommend the object in question to their friends and family. A positive score denotes that more customers are “promoters” rather than “detractors” or “neutral” in standing.
Also from the survey, we asked customers if they were willing to provide references, testimonials, or even be willing to work with us for a case study. Many of the respondents agreed to participate to some level. We received testimonials, references and to date have nearly finished six full case studies. I’ll be blogging about these customer successes as well, so check back soon!
This entry was posted on Wednesday, April 22nd, 2009 at 8:20 AM and is filed under Bar Code Scanners.
You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.