Satisfaction Survey June/2018

Redeux June 2018 Customer Satisfaction Survey Summary

Our Redeux event is just over a year old, and in June, you shared your comments with us. Thank you for your observations and suggestions. In this report, we share survey summaries and action steps we are taking.

We are pleased at the participation rate for the survey. 126 customers contributed. Of our respondents, 96% attended the June Redeux, and 94% liked the new setup.

Survey 1
When we asked about customer satisfaction with Redeux, you told us that you were mostly satisfied. 86% of customers were Delighted, Very Satisfied, or Satisfied. We are very pleased to learn this.

Survey 2
Customers heard about Redeux from a variety of sources. Most common were the Redeux VIP group, Seraphim, and the 25, 30, and 35 L groups. We will continue all of these, will enhance our website, and will add some new methods based on comments.

Survey 3

Comments and Actions Being Taken

We read each and every comment supplied several times and are taking several actions to address needed improvements. Below, we will summarize both the praise we read, and the improvements needed.

Improving Lag
No surprise, lag was the number one opportunity for improvement that customers commented on. We received 17 comments in this area. While a few commented that they had less lag this round than previous ones, most commented that the lag was challenging. We appreciate this and are taking several steps to improve. We will:

  • Develop a Lag Survival Guide that will include tips that we can take individually to minimize lag.
  • Encourage merchants to utilize the Casper event script in vendors.
  • Remove any scripts from the event decoration such as trees and shrubs.
  • Add a script limiter for the event. NOTE, this will mean that individuals over the set limit will receive a message, given some time to lower script count, and if not done, then ejected. They will NOT be banned and may return as soon as their script count meets the requirements.

Layout
The second most commented item was the event layout. 86% of these comments were complimenting the event design. Thank you for these observations. We did have one key opportunity here, to increase the visibility of the gacha areas. We will:

  • Add signage at the entrances of the gacha islands to increase their visibility.

Representative comments follow:

  • I absolutely love the current layout for the event. It makes shopping SUPER easy. I can walk the full circuit then move to the gachas in the middle, or I can cam-shop from one convenient spot.
  • I liked the space that we had this time – it appeared more organized to me.
  • I really like how it was laid out. It was very easy to make sure that I saw every vendor and didn’t miss one down an alleyway or turn.
  • I really liked the new set-up, it had a real ambiance and seemed super professional and beautiful!

Men’s Items
We have had requests to get more merchants offering men’s clothing and accessories. Personal invitations have already gone out to a dozen merchants specializing in men’s wear . We will:

  • Follow up on these invitations and seek out new merchants featuring men’s clothing and accessories. NOTE: If you have a favorite merchant offering clothing and accessories for men, encourage them to contact one of the event owners.

Representative comments follow:

  • It would be nice to have more items for the men as well. Other than that, great job to all that make Redeux possible!
  • There was very little for a male avatar. What little was offered I already had.
  • There was some stuff there for me but it would be really nice if there were items there for guys as well.

Pricing
Customers express nothing but appreciation for the values they find at Redeux. We will continue to offer these exceptional values. Representative comments follow:

  • Love the price points.
  • I love the deals, there is a lot of stores I love there, i find new stores to love and I love a good deal.
  • So many gifts and unbelievable prices for amazing creations… I wish it was more frequent… but … don’t spoil me 🙂 I appreciate Redeux very much.

Merchant Diversity
Our mix of established merchants combined with newer or unknown merchants is seen as a positive from our customers. Representative comments follow:

  • I love that this event features all manner of designers, from some of the best, well-known around the grid, to the smaller, less well known merchants. This event gives the “little guy” a chance for their products to be seen so they can gain more notoriety. I also appreciate that this event doesn’t snub the template content creators that use full perm items to make their final products.
  • I really like the mix of merchants at Redeux and that there are items being offered at special sale prices and of course the gifts for which I don’t normally get to express my thanks, so thank you to staff and merchants.
  • I am always happy to see new or relatively unknown merchants showcase their products.

Quality
Customers expressed appreciation for the quality they are seeing in the offerings at Redeux. Representative comments follow:

  • The quality of the items offered is always top notch.
  • The quality of merchants and such has always been consistently good.

Notices
There were three comments about notice frequency. One indicated there were too many, two indicated they wished there were more. We will:

  • Work to strike a balance in the number of notices sent. Customers may get more than one as notices are shared in the Redeux VIP group, the 25, 30, and 35 L groups, and also in several merchant groups. So if a customer is in several of those groups, they may get repeat notices.

Misc
We have been requested to extend the event from 7 days to 10 and will take this into consideration.
Many thanked us for the gifts and encouraged their continuation. However there were a few comments about some gifts being ‘out of date’ stock or lesser quality goods. We will continue to reinforce the importance of merchant gifts being of equal quality.

ACTION SUMMARY

Based on customer input, we will:

  • Develop a Lag Survival Guide that will include tips that we can take individually to minimize lag.
  • Encourage merchants to utilize the Casper event script in vendors.
  • Remove any scripts from the event decoration such as trees and shrubs.
  • Add a script limiter for the event. NOTE, this will mean that individuals over the set limit will receive a message, given some time to lower script count, and if not done, then ejected. They will NOT be banned and may return as soon as their script count meets the requirements.
  • Add signage at the entrances of the gacha islands to increase their visibility.
  • Follow up on these invitations and seek out new merchants featuring men’s clothing and accessories. NOTE: If you have a favorite merchant offering clothing and accessories for men, encourage them to contact one of the event owners.
  • Reinforce the importance of merchant gifts being of equal quality.