Atlas Benefits Platform - Survey Analysis Report

Executive Summary

This report analyzes the satisfaction survey for Atlas, ASAPP Inc.'s benefits platform, conducted after 3 months of operation (launched in May 2024). The survey collected feedback from 41 unique respondents across various aspects of the platform experience.

Key Findings

Positive Feedback Highlights

1. Flexibility & Choice ⭐⭐⭐⭐⭐

• Most appreciated feature: The ability to choose how to spend benefits
• Users love not being constrained to specific benefit categories
• Flexibility to accumulate points for larger purchases
• Freedom to redistribute unused budget across different categories

2. Ease of Use ⭐⭐⭐⭐

• Generally intuitive interface
• Quick benefit redemption process
• Good documentation and responsive support
• Easy access to frequently used benefits

3. Popular Benefits ⭐⭐⭐⭐

• Grammarly subscription highly valued
• MercadoPago integration popular (when working)
• Amazon access appreciated
• Point accumulation system preferred over previous reimbursement model

Major Issues & Concerns

Critical Technical Problems ❌

1. Login & Authentication Issues

• Frequent login problems with the mobile app
• Web login reportedly "never works"
• App crashes and authentication failures

2. Search Functionality

• Search feature doesn't work properly
• Users resort to scrolling through entire catalog
• Cannot find specific benefits (e.g., searching "mercado" for "MercadoPago")

3. UI/UX Problems

• Slow interface performance
• Poor navigation and menu design
• Confusing button layouts and categories

MercadoPago Integration Issues ⚠️

Recurring Problems:

• Coupons failing to work for service payments
• Stock availability issues with desired coupon amounts
• Coupons showing as successfully generated but not being sent
• QR code payment limitations
• Cannot use coupons on MercadoLibre (only physical QR payments)

Exchange Rate Concerns 💱

• Exchange rate not matching promised MEP rate
• Additional 3-4% commission fees at exchange locations
• Rate updates lag behind market changes
• Transparency issues with conversion rates

Geographic Limitations 🌎

• Limited benefit options outside major cities
• User in Bariloche reports "99% of benefits don't work" in their location
• Need for more regionally relevant benefits

Improvement Recommendations

Immediate Priorities

1. Fix Technical Infrastructure
   • Resolve login and authentication issues
   • Repair search functionality
   • Improve UI performance and responsiveness
2. MercadoPago Integration
   • Work with MercadoPago to resolve coupon generation issues
   • Improve stock visibility for available coupon amounts
   • Add MercadoLibre compatibility
3. Search & Navigation
   • Implement working search with filters
   • Add favorites/bookmarks feature
   • Create better category organization

Medium-term Enhancements

1. Exchange Rate Transparency
   • Provide real-time exchange rate information
   • Clarify any additional fees upfront
   • More frequent rate updates
2. Benefit Expansion
   • Add more merchants and services
   • Improve geographic coverage
   • Include more region-specific benefits
3. User Experience
   • Add in-app notifications instead of relying on emails
   • Show real-time coupon availability
   • Allow custom point amounts for coupons

Comparison with Previous System

Preferred: Atlas Points System ✅

• Flexibility over rigid category budgets
• Ability to accumulate unused points
• No need to process reimbursements through RAMP
• Choice in how to spend benefits

Previous Reimbursement System Issues

• Fixed category spending limits
• "Use it or lose it" budget constraints
• Administrative burden of reimbursement processing
• Less flexibility in benefit selection

Support & Resolution Effectiveness

Positive Support Experience

• Quick response times reported
• Helpful documentation
• Proactive problem resolution
• Good communication during issues

Areas for Improvement

• Some technical issues remain unresolved
• Stock replenishment communication needed
• More proactive bug fixes required

Conclusion

Atlas shows strong potential with users appreciating the flexibility and choice it provides over the previous reimbursement system. However, critical technical issues must be addressed immediately to prevent user frustration and low adoption.

Priority Action Items:

1. Fix login and authentication problems
2. Repair search functionality
3. Resolve MercadoPago integration issues
4. Improve exchange rate transparency
5. Expand benefit options for non-Buenos Aires users

The platform's core concept is well-received, but execution must improve to match user expectations and maximize satisfaction.

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Survey Period: 3 months post-launch (May 2024)
Total Respondents: 41 ASAPP Inc. employees
Survey Date: July 2024