Delight Scale Product Rating = Oculus Quest

January 22, 2024 / Ben Bajarin
  • Customers who own an Oculus headset had their expectations met
  • Quest Customers feel strongly those who use a Quest headset will have a positive experience
  • Panel of 450 Quest Owners (Any Quest Headset) USA Region

We recently surveyed owners of Oculus Quest VR headsets in order to gauge their sentiment regarding the overall product experience of the Meta Oculus Quest as a product. As we suspected, owners of the Meta Quest were overwhelmingly positive about the device, and the core experiences. Perhaps most interestingly, these owners of Quest, who lean more early adopters, felt the Quest was a good enough product that they gave it high recommendation scores. This speaks to the hardware quality, as well as the maturity of the OS/software/and user experience.

Meeting/Exceeding Expectations

A stable KPI of our Delight Scale is how well a product meets or exceeds a customers expectation. One of the primary ways we reward a product in the delight scale is when the product weighs heavily on exceeding the expectations of a customer who purchased the product with very high to high expectations to start. Somewhat surprisingly 49% of Quest owners, who purchased the product with very high/high expectations said the product exceeded their expectations overall. We always view this a strong signal of product quality and it appears owners of the Meta Oculus Quest, as a whole, indicated the product exceeded their already high expectations.

Strong Recommendation 

The proportion of respondents who indicate they would recommend the Oculus VR headset to others is a strongly positive signal for the product. Specifically, the fact that over half of the users, 51.55%, are ‘Extremely likely’ to recommend it reflects high customer satisfaction and enthusiasm. This customer base is invaluable as they are likely to become brand ambassadors, sharing their positive experiences through word-of-mouth. Positive recommendations are a vital driver of consumer behavior and can significantly boost the product’s market presence without the need for traditional advertising.

This cumulative 81.7% of respondents poised to speak favorably about the Oculus headset creates a strong foundation for continued growth and market penetration. It underscores the product’s ability to meet or exceed user expectations, which is essential in the competitive market of virtual reality where user experience is paramount. Considering that satisfied users are more inclined to explore further products and services from the same brand, Oculus can leverage this high recommendation percentage to cross-sell and upsell, expanding their customer base and fostering brand loyalty. In an era where online reviews and shared experiences can make or break a product’s success, having such a high number of positive recommenders is not just a boon; it’s a critical asset in Oculus’s competitive strategy.

Feature Satisfaction 

Analyzing customer feedback on the Oculus Quest VR headset reveals controllers as the top-performing feature with a commendable 92.53% cumulative satisfaction rate. This level of contentment among users indicates that the tactile, responsive nature of the controllers greatly enhances the immersive VR experience, marking them as a standout aspect of the product. Such positive controller sentiment is interesting as we debate the role of controllers broadly for these headsets. For many things like games, it is likely they are critical to the experience, but from an overall UI standpoint we think gestures will be most natural. Additionally, the display quality follows closely behind in user satisfaction at 89.82%. This high satisfaction percentage underscores the successful delivery of crisp visuals and a convincing immersive experience, which are central to VR technology’s promise of transporting users to alternate realities.

On the other side of the spectrum, the VR headset garners positive sentiment for its app and game selection with 88.05% user satisfaction, reflecting a diverse and engaging content library that is critical for user engagement and retention. This confirms our core believe that a rich app store/content library is an essential element of driving VR/Mixed reality adoptions.

Nevertheless, there’s an indication of areas ripe for improvement. Customer support, with a 12.31% dissatisfaction rate, suggests that enhancing the after-sales service could lead to an even higher overall user satisfaction. Adopting a more user-centric approach in resolving technical issues and customer queries could fortify brand loyalty. Furthermore, users expressed dissatisfaction with third-party accessories compatibility and the comfort of the headset, pointing to 13.58% and 13.60%, respectively. Oculus could leverage this feedback by refining the compatibility with peripherals and optimizing headset ergonomics in future designs, ensuring prolonged usage without compromising on comfort.

Conclusion and Product Outlook

At an overall Delight Score rating of 919, Oculus Quest headsets affirm Meta’s ability to make high quality software. While we recognize the current Quest customer base is still leaning early technology adopters, and a highly-engaged audience of VR technologies, the high degree of recommendation suggests this product is ready to move more into the mainstream.

This research was done before the Quest 3 launched. The Quest 3 has significantly better pass-through and mixed reality potential.  Two things that prior generation of Quest owners stated frustration with the current products prior to Quest 3.  We believe that a base-level experience of pass through quality and mixed reality could create the catalyst that breaks this product, and the category, our from a niche and into the mainstream.

We recognize this product category is still very young, and early days, but the fact we have good enough hardware that will be regarded as a positive experience by mainstream consumers, means the market may be at the right timing to start scaling meaningfully.

With Apple jumping into the space with Apple Vision Pro, we will be very interested to see how an ecosystem to compete with Apple starts to emerge.  Will Meta open up the Quest OS to third parties or will Google have a meaningful platform for third parties to start to build competing mixed reality headsets with? These are some of the main questions on our mind as this market begins to gain momentum.

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