We ran our most recent customer survey just before Christmas and I'd like to share the results and let you know our customer experience focus for the next six months.
First up, we had a record number of responses with nearly 50% more completions than our July survey. This is partly due to having more customers but also to a greater engagement from our existing users.
So, a huge THANK YOU to everyone who took the time to give us feedback, it really does help us to improve our service.
Now, onto the results. One key metric I was delighted to see increase was our Net Promoter Score; a simple measurement of how likely users are to recommend us.
To record a near 10% increase in this score alone tells me we are making good progress towards our customer satisfaction goals.
We run these surveys twice a year and our goal is for positive growth from survey to survey to confirm we are dealing with the issues important to our users and ensuring they can, in turn, provide an improved service to their customers.
To that end, we were also delighted to record improvements in our product, support and first call resolution scores.
Each of these results reassures me that we are making progress on the objectives set out at the end of the previous survey.
However, as mentioned above, none of this means we are finished. We received a lot of high quality feedback on areas we can still improve and we will be focusing on many of those over the next six months, with the aim of improving our scores further when the next survey goes out.
So, whilst the current survey results show improvement across the board, we understand that we can still do better in resolution times, particularly for issues requiring development input. We have ambitious goals to develop our support team and deepen their knowledgebase over the next six months so we deal with more issues on a first call basis. We can communicate better around version updates, reach out more with one-to-one coaching, improve our support ticketing system, and many other elements we will be looking to improve in the coming period.
Having defined challenges to focus on is vital to our progress so, once again, thank you to everyone who contributed with responses to our survey. It's a vital feedback loop and helps us direct our energy in the right areas to make sure we are tackling the challenges that mean the most to you.
Regards,
Mark
Published:
February 4, 2025
Updated:
February 4, 2025
