20 Apr How much is a Satisfaction Survey worth?

For us at MPL, a satisfaction survey is worth a lot! And its value, in addition to all the benefits we already know, also has a tangential benefit for our client which is a discount on the service provided by the support-fix - our support JD Edwards - be it functional, technical or both.

This is the value we place on feedback from our customers. clients!

The challenge is to create a satisfaction survey that is easy to answer, does not annoy our customers and at the same time manages to translate their opinion about our service so that we can improve ourselves and meet the customer's expectations.

We ourselves, when faced with satisfaction surveys sent to us, think twice (sometimes even more) about whether or not we are going to answer them.

When we have some tangible return, we are more inclined to do it.

Our Satisfaction Surveys

Putting the importance of this answer on the balance and how agile and complete a satisfaction survey needs to be, we created two models with different levels and amounts of questions:

Call Satisfaction Survey

The first is a very simple survey, with just two questions to answer. This is an individual survey, sent to the responsible user whenever a ticket is closed. It deals with two aspects that are very important to us: the quality of the service received, including the friendliness and politeness of our consultants and the skill and knowledge of our professionals during call handling.

Search of satisfaction complete

The second is a more comprehensive survey that is sent to the contract manager every quarter. support-fix. This research deals with different aspects of service provision: once again friendliness, skill and knowledge of our professionals; the quality and timeframe of the solution provided to the problem; MPL's feedback on open tickets; the volume of reopened tickets and, in general, an assessment of the service we provide.

In both surveys, our clients have the opportunity to give their opinion on our service.

The latter is fundamental so that we can measure the quality of service provision as a whole, and we take advantage of each piece of feedback to understand whether our customers' expectations are being met. clients are being taken care of.

Why Satisfaction Surveys?

It is common for companies not to encourage this process of sharing experiences, leaving it to happen spontaneously, on the initiative of the employees. clients, But the risk here is losing valuable impressions that allow us to improve our performance.

Among the many benefits that the Satisfaction Survey brings, here are some:

• Get to know them better clients: How do you know what your clients want without listening to them?
• Avoid damage to the company's image: Be prepared to hear, not always, what you would like. But see this as an opportunity to improve the service, identifying errors, correcting routes and procedures. Just as addressing the root cause is the best solution for recurring system problems, addressing customer dissatisfaction as soon as it arises is the best way to deal with problems without letting them escalate. Don't push it under the rug!
• Build loyalty clients: What customer doesn't like to feel listened to? When there's some kind of compensation or reward, it's even better! That's what we strive for, to encourage our clients to share their opinions, so important are they to us.

None of this is achieved if we keep the satisfaction survey results in the back of the drawer. This data is valuable and must be taken into account to improve the operation.

We count on our clients, always, so that we can improve the service we provide every day.

To find out more about our support-fix,  Click here for functional support or for technical support Click here.

If you are already a client of our support-fix and you are not aware of the discount we grant according to the surveys answered, talk to your Account Manager or contact us that we explain to you in detail! ; )