Published on 29th Feb 2024

In 2023 we sent a satisfaction survey to all Buzzshot account owners (mainly escape room business owners and managers). Our goal was to better understand your/their feelings towards our Buzzshot software, explore how you use and experience our product and features, and learn what we can improve to provide you even better support.

Thank you to everyone who took the time to complete our survey – we got a 9.6% response rate. On the whole we’re absolutely delighted by what you’ve told us. The comments have been overwhelmingly kind and positive and the results have been extremely encouraging to us. You really helped to inform our priorities and product plans for 2024 – thank you for being Buzzshot customers!

We want to share all we learned so the full survey analysis below is lengthy. If you're short on time or just looking for a quick overview, the TLDR summary (TLDR stands for 'Too Long; Didn't Read’) is a useful starting point.

Ps. Further down the page, is the Full Survey Analysis and our Buzzshot 2024 Plans.

TLDR summary:

If you haven’t got time to read the full analyisis and conclusion, here is the short version:

• The majority of Buzzshot customers find our software easy to use. On a scale of 1 to 10, with 10 being highest, our average ‘easy to use’ rating is 8.9 out of 10.
• The functionalities of Buzzshot software are overwhelmingly perceived to ease the administration workload for escape room businesses. High-impact features include 'Branded team photos' and 'Instant email and SMS player messaging', each making administration significantly easier for over 70% of respondents. Overall, functionalities improved administrative tasks for most users, with 'Data and insight dashboard' showing the greatest benefit at 61.3% for significantly easier administration.
• Buzzshot’s most significant impact on business operations is in 'Reducing the administrative burden of editing and sending game/player photos', with 71% of users experiencing a marked impact. 'Professionalizing and branding business processes', 'Improving player satisfaction', and 'Streamlining administrative processes for a happier workforce' are also seen as having a substantial positive impact, with over 40% of users noting a significant improvement. 'Simplifying the waiver and data collection process' and 'Improving the quantity and quality of reviews' both saw a significant impact for around 30% of respondents.
• 67.7% (a third of the users) experience an increase in player reviews once they start using Buzzshot, with equal proportions reporting slight, significant, and marked increases (22.6% each).
• The most notable benefit experienced by users in the first 14 days (equivalent to our free trial period) of using Buzzshot software is 'Faster branded team photos', with 67.7% of respondents indicating this improvement. Other significant benefits include 'Better standardized process for employees' and 'Streamlined business operations', reported by 45.2% and 41.9% of users respectively. None of the benefits listed in the survey question were experienced by less than 19.4% of users, indicating that a majority saw various improvements early on in their Buzzshot use, and most likely saw value immediately during their 14 day free trial period.
• When analyzing the responses to ‘Improve business insights to support decision making’, it's apparent that a majority of the respondents (66.6%) experienced at least a slight to marked positive impact on their business insights and decision-making with Buzzshot. However, the proportion of users who reported a "significant impact" is relatively low (11.1%), which suggests there is room for improvement in terms of effectiveness or user engagement with the features that facilitate decision-making insights. In the months since we ran this survey we (Buzzshot) have released various updates and improvements to data search, statistics, player and group records within the Buzzshot Dashboard. We are also planning to create a Reports Builder to enable more refined data exports, stats and analysis. If you are still lacking the business data or insights you need in Buzzshot please do let us know what they are!
• Regarding the ease of use of new Buzzshot features, 'Email Personalisation' tops the chart with 48.4% finding it very intuitive (and more than one respondee confirmed that “Being able to automatically insert Game Master names into player communications has made generating personal reviews much much easier”). 'Conditional Content' also shows positive feedback, with 40% of users finding it easy to use after a bit of exploration. 'Email Broadcasts' appears to be the least tried feature with 79.3% of users not having used it yes, but those who have found it relatively easy to navigate. 'Player Surveys' feature is moderately used, with 25.8% of users attesting to its ease of use.
• Our 'Event Manager' feature, which is intended to address the challenges of managing large groups and complex bookings, has not been launched publicly yet, as indicated by the 83.3% of users who have not used it yet. But with the preceding question responses suggested that 51.9% of users might currently have an unfulfilled need to “Take the pain out of complicated group and corporate bookings” so we’re extremely hopeful that its upcoming release will be welcomed and valuable to a large number of escape room businesses.
• The survey helped identify 'Leaderboards' as an area within our software that some users find challenging to set up and customise. The feedback indicated that a lack of default templates specifically for Leaderboards caused difficulty for some new users, as they have to create them from scratch, which can be a daunting task compared to some other products that offer more basic out-of-the-box templates to simply choose from. We now have plans to make this easier for you.
• We’re delighted to see overwhelmingly positive ratings for Customer Support across various areas. High satisfaction is evident with 80% or more respondents giving a 5-star rating in areas such as 'Speed of response', 'Ability to calm me down when I'm in tech panic mode', 'Friendliness/approachability', 'Skill in translating technical jargon into plain language', 'Problem-solving skills', 'Listening skills', and 'Getting to the root of the problem quickly'. We aim to continually improve self-service resources and the clarity of our written communication.