It's about two months since our previous customer care update. In that update, we went over all the changes we made in 2025 to both our structure, how and what we measure, and how our users experienced those changes.
So I don't want to go in those detail again, but instead today update you on some other aspects. And maybe start of with what I think is one of the best stories at Pimax, one that shows the improvements made to our customer service, and also one I know we worked really hard for.
At the end of 2024, Mark, on his channel Get Your Game On, published a video about plenty of issues he came across with his headset, or rather, the service that came with it. Or rather, the lack of service. And he was totally right. The video was painful because it made our shortcomings so clear. I reached out to Mark and after some video calls, appeared on his channel twice, where we discussed the issues, and how Pimax aimed to solve those.
That's now a year ago and we've been in touch a lot, less and less about issues and more about using and enjoying the headsets. We even partnered up at several events together, namely Sun-N-Fun, a Dream Air demo at Apevie, and most recently, CES, where I also finally got to meet Mark in person.
I love this story because it involves so many people at Pimax who worked to improve our team structure, training, software interfaces, improved protocols, and more. Those are all slow but meaningful fixes. And it goes back to the users. As much as I love the technology of these headsets, if there's any greater meaning to our work here, it has to relate to users and how they use our devices in their VR experiences. We see users are more satisfied with Pimax now, and their overall enjoyment has improved a lot.
And I also really appreciate how Mark has not just been patient in listening to us, but has also given us the chance to change his view. (Plus we had some great Mexican food.)
I know some people still talk about Pimax customer care as really poor, if you've had a poor experience with our support in the past, I understand your skepticism. We also still have plenty of other shortcomings. But I hope you will keep the door open for us to show these improvements.
Of course, now the main challenge is to not regress. There was this viral tweet about the Golden Gate bridge. It's like that with customer care as well, meaning we have to be work actively to maintain it, while we keep improving it.
I think most numbers of the last video are still very valid, as well as the changes made, including the mixed role of engineers being embedded into our customer care. It's not something we change back now after we're happy with the numbers.
I would like to share that we keep seeing more and more people use our chat function. So our channel distribution right now look like this.
I think chat provides a fundamentally different customer experience because you're much more in dialogue, so issues can be solved faster.
One thing we worked hard on is the closure rate.
The average time to close a ticket is just over 3 days, but still a huge part is fixed within 1 day.
If we slice the data, it's like this. The vast majority of cases is solved within two days.
Yet there's still a handful of tickets that are dragging on for weeks, for several reasons that are hard to fix. One example, is a user who is outside of our service range, but because he really wanted to purchase a Pimax headset, he used parcel forwarding but then was stuck in customs, or it arrived damaged. Who's responsible? Then shipping back and forth takes time.
Our customer satisfaction scores keep improving. We now have some weeks with zero "speak to manager" complaints, despite shipping huge amounts of headsets. We're faster and more accurate in answering questions. And yeah sometimes some issues still occur, but nothing systematic.
If you have any questions about our service, I'm happy to answer those soon, on the High Alpha Hooligans. Just leave them below and I'll try to answer them there.
