HCP: General
How many participants did take part in the survey?
251
Customers are very satisfied with ... (name one thing)
... the speed
... user friendliness
... the relevance of the hitlist.
How many participants did part in the survey?
318
Customers are very satisfied with ... (name one)
... the speed
... user friendliness
... relevance of the Hitlist
What is the main reason for their positive voting (name one)?
How many completed the survey?
137
Most important functionalities for the customers are ... (name one)
... "Favourites" (65%) and "Bookmarks" (60%).
Most customers did the survery with this product.
HSO Basic (127)
How many of the participants are satisfied with their product in general (in %)?
68%
What needs to be changed so they would recommend the product (name one)?
Most customers did the survery with this product.
HPO Standard (100)
How high is the NPS?
NPS: 43 (2018: 35)
Age of the majority?
51-65 (54%)
How high is the NPS for the products?
36 (result from 2018: 29)
Why do they never work with the online or mobile version of the product (name one thing)?
„Input of pin and mail address too cumbersome compared to the DVD version“
„I am a „desk-worker“ and do not need the mobile version“
"I do not know how it works”
„Access/ passwords etc. everything is too complex“
„therefore“
„I am not a person who always wants to deal with changes in these things.“
„No online version subscribed. Besides that, you can overdo it...“
„I do not work with „internet“ "
How old is the majority of our customers?
51-65 (63%)
Why have the customers chosen the offline version of the product? (name one)
39%: Data Security
28%: never thought about that
22%: internet connection is not available area-wide
15%: like the User Interface of the offline version more
21% used the free-text area to answer the question (most common answer in free-text was that the online-version is too expensive and that the product was already used when they joined the company).
Job position of most customers?
Self-employed, freelancer (70%)
This is a huge difference to the HCP customers, where the results were more wide spread over the different jobs positions.
Why do the customers have chosen the offline version of the product (name one)?
39%: Data Security
28%: never thought about that
22%: internet connection is not available area-wide
15%: like the User Interface of the offline version more
21% used the free-text area to answer the question (most common answer in free-text was that the online-version is too expensive and that the product was already used when they joined the company).
In case they used the barrier-free version of the product, what was the reason (name one thing)?
„What does barrier-free mean? I have no stairs in front of my PC“
„barrier-free ???“
„because I wanted it
How many customers are working with the product for more than 5 years in %?
80%
How many customers never use the Barrier-free-version?
22% said they never used the barrier-free-version
How many customers are working with the product more than 5 years (in %)?
92%
How many customers don´t know the Barrier-free-version?
49%: don't know this functionality
22%: never used the barrier-free-version
29%: using this version very differently (from several times a day until irregular) - we must point out, that we are not sure if the customers even now what we mean with barrier-free-version (unfortunately we weren't able to use screenshots in this survey).
How many user gave us permission to contact them?
88! :-)