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Independent Customer Survey |
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Written by rob
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Friday, 07 July 2006 |
Sirius employed Business Development Associates, an independent
marketing consultancy, to undertake a survey of customers to
investigate its services levels and the needs of customers. The
following is a summary of the main findings prepared by Richard
Williams, Chartered Marketer. The survey covered the Scanfast
Touchscreen and Retail Management System.
How Scanfast meets user's expectations
Scanfast scored exceptionally well with 5.2 out of 6. 6
represents meeting expectations very well and 1 represents not meeting
them at all. This is all the more impressive as many people said
they would not score 6 on principle. It indicates that Sirius is
exceeding the expectations of its customers.
How users rate Scanfast for ease of use
Users found the system easy to use. Scored 4.9 out of 6 but with
one specific user having a particular issue. The score is a 5.3
if this exception is eliminated and we understand the issue has now
been addressed.
How Scanfast helps users run their business
Having ascertained that users felt they ran their businesses more
effectively with Sirius we asked for specifics. Users gave the
following reasons in order of the number of times mentioned:
- Better organised and controlled
- Saves time
- Easier ordering
- Reporting/analysis of information
- Monitor transactions
- Better stock control
The improvements users find
Users saw the following improvements, in the order of the number of times mentioned:
- Price changes are more accurate and up to date
- Better organised and in control
- Wastage and errors identified
- Profit margins improved
- Easier to train staff
Does Scanfast improve profitability?
Most people scored 5 or 6 out of 6, and the average was 4.6.
This indicates a very significant impact on profits. Typical comments were:
- the system paid for itself in the first year
- 10% to 15% improvement in profits
- 4% to 5% improvement in profits
- 2.5% improvement according to our accountant
Some people could not be precise and with some it was too early to tell
but there was clear that customers improve profits using the Scanfast
system. This was the case for those who used EPOS or Till
systems before changing to Scanfast Touchscreen and Retail Management
systems.
Why do users change their systems?
The main reasons given by users for the investment in a new systems were, in order of number of times mentioned:
- Growing and needed better systems
- Better ordering process required
- Better labelling required
- Told they needed a better system by advisers
The effectiveness of Sirius' installation and training process
Users scored 5.4 out of 6 where 6 was excellent. 94% scored 5 or over.
This is an excellent result and indicates that users find the installation and training very effective.
The effectiveness of Sirius support
Users scored this as 5.75 out of 6 where 6 is excellent.
The
users were very impressed with the support and it seemed to come from
their practical knowledge of the convenience store business and
understanding of circumstances in Ireland.
Would users recommend Sirius?
100% said that they would recommend the Scanfast Touchscreen and Retail Management systems.
The reasons users give when recommending Sirius
The main reasons were, in order of the number of times mentioned:
- Support/Trust/Service
- Easy to use/flexible
- Saves time with ordering
- Local
- Improves efficiency and organisation
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Last Updated ( Monday, 09 June 2008 )
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