KYC - Knowing Your Customer
Real business value is what we want to provide you with in our recommendations. We have insights from our field research, but would you please share the following information:
> Customer feedback you received from past focus groups and surveys.
> Customer profile (age, gender, etc.) of ACTUAL bidders to date.
> Any general information of your customer base.

Gracias!

Hi all,
regarding Brenda's "Know your customer" question:

Regarding our customer segmentation of actual bidders to date.   The male:female ratio is approxiametly 6:1, geographical segmentation revolves around the cities where we operated.   Age is a detail we only have for a small amount of bidders.
As i've told you in class, the segmentation we've had so far has been fairly limited (quality analytics are some of the most costly and most compex aspects of any B2C platform).    This is an issue we are working very intensly on for the coming season.    

Regarding conversion rates, our current download to regustered user conversion rate is just over 37%, and our registered user to paying bidder conversion rate is just under 8%.

Regarding the customer satisfaction surveys, this is a list of the questions we've asked and the responses we've received:

1.  HOW DID YOU HEAR ABOUT US?
At the stadium: 0%
Newspaper ad: 0%
Radio: 37% 
Online: 58%
Other: 5%

2.  HOW WOULD YOU RATE YOUR OVERALL EXPERIENCE WITH THE APP/WEBSITE (1-5)?
Average:  4.2

3.  HOW WOULD YOUR RATE YOUR EXPERIENCE WITH THE PAYMENT PLATFORM?
Average:  4.12

4.  ARE YOU LIKELY TO USE NEVER EMPTY AGAIN?
Yes: 89%
No:  11%
5.  ARE YOU LIKELY TO RECCOMEND NEVER EMPTY TO YOUR FRIENDS?
Yes:  94%
No : 6%

Regarding the general comments received in the survey, they were mostly very positive.  People seem to genuinely like the idea, and many people seemed to be pleased with their clubs for taking the technological leap by working with us.

The few negative comments or points for improvement raised by customers revolved around 2 issues:
1.  Lack of info in the app/ website regarding the whole process, and when to expect to be notifed of whether you won a ticket or not.
2.  Some people also raised the point that they would like to know more time in advance of whether they had won the bid or not.

Brenda,  I believe this covers most of what you've asked.
In any case, we'll be coming to La Sede today in the evening, and we will be at IE tomorrow for the drop-in session.

Matan 

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La notoriété de Never Empty App dépasse les frontières!

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UTV at "La Rosaleda" stadium in Malaga.
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Bottom page  ad in Marca.
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Bus ad in Malaga
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