About a month ago we posted a private customer survey, asking a variety of questions. The survey was optional and all contributors are left anonymous. In this blog post, I'm going to openly share a summary of the results of what our customers had to say, good and bad. We believe in doing honest business and the main purpose of this survey was to learn what our customers are thinking, so that we can improve what we offer.1. Is there anything the Haulix system doesn't do that you wish it could do to improve your online promotions?We had a variety of answers on this one. Everything from us running coffee runs for them to more detailed reports. One person mentioned having downloadable software that contacts could use to download promos. A few people expressed wanting to be able to embed watermarked videos.2. As a label or PR company, is there another tool you wish was offered online that would improve your day-to-day operations? (doesn't have to be related to promotions either)Answers included more detailed reports, automatic email reminder to contacts that haven't viewed a promo within a certain number of days and a mailorder/shopping cart system for selling music.3. Which option best defines your experience with leaking albums since using Haulix?
4. How do the majority of your contacts feel about digital promos?
5. What is the best way for you to learn about a new Haulix feature?
6. One thing I really like about Haulix is...?"Format is user friendly...""It's easy...""It is very organized, self explanatory, affordable and the best tool for digital marketing campaign...""It's fast and simple...""Easy and quick, plus good customer support...""Haulix is an excellent tool, fast, reliable and easy to use...""Great service, each support inquiry will be answered within a few minutes. You are really fast!""Simplicity and easy of use...""Very fast customer service... when I email about a problem I always get a very fast reply, this is great!""The ease of use and exceptional customer service...""Works very well, very fast service..."7. One thing I really dislike about Haulix is?"Speed...and I fully realize that may be an issue on my end...""It can run a little slow sometimes...""It would be cool if one could customize the promo page a bit more, but it is still great as it is now...""Leakers hate it because of the watermarks...""The audio glitches problem, which appears randomly, should be completely eradicated...""Not all of our invitations reach our contacts...""Too expensive...""Sometimes slow..."
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7/3/2011 8:49:07 AM #
I have a few comments on the above, as a reviewer of releases from several labels who use Haulix. I have to say the speed thing is a real killer. It's been getting worse over the last couple of months and now I'm often finding my downloads fail because the connection can't be maintained, or the downloaded zip file is either incomplete or corrupted. I know this isn't a problem my end as my speeds from other sources are absolutely fine. Right now I'm downloading an 11MB track from Haulix (I'm having to do things track by track because I can't rely on the zip files to complete). It's only ever managed a maximum speed of 5kbps, but has mostly stayed around 2 or 3, it's been running for over an hour, and is only about 40% complete. Whereas immediately before downloading that track, I downloaded a 108MB zip file from a different provider in about 3 minutes. What compounds this problem is that if a label have stipulated a limit on the number of times a release can be downloaded, Haulix count a download BEFORE the file has been downloaded, instead of when it completes. So if a download fails, it's often not possible to try again because only one download was permitted and it's been ticked off as soon as I clicked the link. I actually don't like that I can't just have a login to the site and see all over my promos as well. I have to keep old links hanging around in my email account in order to go to a release page so I can click the 'Available promos' link at the top. I'd rather just have a single home page I can bookmark which allows me to enter a user name and password. And a minor irritation is that every image and PDF download has the same file name. Can't the original file names be preserved, or images/PDFs be given a relevant unique file name? Downloading several "PromoImage.jpg" files is annoying. In terms of additional features, a feedback option on each release would be nice. Something where I can enter the rating, and link to my review of the release and it sends an automatic email to relevant label/PR contacts, who then have all the ratings logged in their accounts. It'd give reviewers an easy way to submit reviews (for online reviewers only, obviously), and label guys an easy way to view all the ratings their releases have received at once. I wouldn't go with the software suggestion. Having to have a piece of software to access promos is a real pain. A certain major label use a system which does this, and I can rarely ever access their promos because I need the software and I'm often in places where I don't have it and can't install it. Haulix is better because I can access and download the releases from anywhere where I have a web browser. The only other thing I can think of is, if some form of automatic reminder system is implemented when a new release hasn't been downloaded, a "not interested" option against releases would be useful. Many labels have releases that simply don't fit the remit of a publication, or a reviewer with the necessary expertise in that genre isn't available. It would be nice to be able to mark such releases in some way so that the automatic reminder is not sent to people who don't want to do that release. For example, I run a heavy metal publication. Occasionally a metal label might have something like an electronica album available. We don't review electronica, so I'd like to be able to mark that one so that I wouldn't receive reminders. I think that's all...
Andy Lye | Reply
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