scl conference 2015: customer pulse check

Customer Pulse CheckFeedback Results: 2015

SCL CONFERENCE 2015: THE PRICE OF GREATNESS IS RESPONSIBILITY

AGENDA

Introduction

Overall Impressions

Challenges & Trends

Usability

Reliability

Product Changes

Summary


INTRODUCTION

• 5TH year of the client surveys

• Steady growth in numbers over the years

0 200 400 600 800

2012

2013

2014

2015

Number of Respondents

Number of Respondents


20% Manager

V

20%

80%

Respondents by Job Title

Manager Sales Advisor

80% Sales Advisor


OVERALLIMPRESSION

OFULTRAPOS

The average score awarded to UltraPoS by customers is…..


I have worked for the company 10 years this year & when I first started I used to use the old RTS system which was ok to use once you got used to it but the UltraPoS system is so much more up to date with the times, if you make a mistake, it’s easy to rectify. I never have any problems using the system.

It is my job to train apprentices on UltraPoS. The system is so straight forward and effective that by the end of the day the apprentice is fully competent using UltraPoS.

OVERALLIMPRESSION

OFULTRAPOS

I love the system. Having worked with other systems in the past, I find this a very user-friendly, simple to use system.

I like it as it always prompts me when I need to do something such as take ID so I know I am selling compliantly.

A quick system that is not too complicated and mistakes are easily rectified.

I like Ultrapos because it contains all the functions which able me to do my job professionally.


FAVOURITE

Ease of use

One system to manage multiple products

Profit data

Compliance

LEAST FAVOURITE

Report speed

Idle time

Order mode

BBG

OVERALLIMPRESSION

OFULTRAPOS


CHALLENGES AND

TRENDS

MOST CHALLENGING: COMPETITION

High Street

Online

Banks


CHALLENGES AND

TRENDS

BIGGEST IMPACT

Economy

Internet

Compliance


USABILITY

95% of respondents find UltraPoSeasy to use


USABILITY

89% feel that UltraPoS makes it easy for them to achieve the level of customer service expected

Suggested Improvements:

Increase speed

Multiple transactions

BBG

PoS and Quote mode

Telephone number


USABILITY

40%

33%

22%

4%

1%

It is easy to correct mistakes on UltraPoS

Strongly Agree Agree Somewhat Agree Disagree Strongly Disagree


RELIABILITY76%

Never or rarely experience problems

with UltraPoS

22% Sometimes

experience problems with UltraPoS

2% Often experience

problems with UltraPoS

Top 3 ‘Issues’• Loading reports at the beginning and end of day• Duplicate transactions• 15 minute log in rules


PRODUCTCHANGES

Top Three Requests

25% of respondents wouldn’t change anything about UltraPoS

Multiple transaction lines of the

same currency

Default back to PoS mode after diary order or

quote

Western Union integration


SUMMARY Most responses to date

Consistently positive

Feedback considerations

scl conference 2015: customer pulse check

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