Survey says…

Tuesday, October 20th, 2009

As Chief Customer Relations Officer, it’s my responsibility to measure and manage our customers’ satisfaction from both a product and service perspective.  We do this through a variety of channels including one-to-one conversations, customer user groups and monthly survey campaigns. We also distribute an automatic survey to customers upon resolution of every support case.

In September and early October, we surveyed on service and support experiences, focusing on our customers’ opinions regarding the knowledge and courteousness of our product support staff; the timeliness of the response they received from us; as well as how likely they were to recommend us to someone else.

We randomly selected 500 customers for this survey and received a very encouraging 10 percent response rate. 

Out of a ranking structure of 1 to 5, with 5 being the highest score we could receive, 98 percent of respondents found us very helpful and 95 percent found our staff extremely knowledgeable. 93 percent of our customers rated our responsiveness to their support inquiries extremely timely. Most importantly, out of the respondent pool, 92 percent of individuals said they would recommend us to one of their peers.

Respondents also had the opportunity to leave comments regarding their answers. With their input, we can continue to enhance our product and support services to ensure our customers are not only working with a good product, but with a company that responds to their needs and exceeds their expectations.

Customer surveys represent just one method of gathering information to build long-term relationships with our customers. Their input is a powerful driver for our organization and continues to impact how we expand our product and service offering.