How much is a Satisfaction Survey worth?

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 tangent benefit for our customer which is a discount on the service provided by Support-fix – our JD Edwards support service – be it functional, technical or both.

This is the value we place on our customers' feedback!

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 only two questions to be answered. 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, considering, including the cordiality and education of our consultants and the skill and knowledge of our professionals when answering the call.

Search of satisfaction complete

The second is a more complete survey sent quarterly to the Support-fix contract manager. This research deals with different aspects of service provision: once again the friendliness, skill and knowledge of our professionals; quality and deadline of the solution forwarded to the problem; MPL's feedback regarding open tickets; volume of tickets reopened and, in general, an assessment of the service provided by us.

In both surveys, our customers have the opportunity to express their opinion about our service.

The latter is essential for us to measure the quality of service provision as a whole, and we take advantage of each feedback to understand whether our customers' expectations are being met.

Why Satisfaction Surveys?

It is common for companies not to encourage this experience sharing process, letting it happen spontaneously, at the initiative of customers, 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:

• Know your customers better: How to know what your customers 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!
• Loyalty your customers: Which customer doesn't like to feel heard? When there is some kind of compensation or reward, it's even better! This is what we seek, encouraging our customers to share their opinions, such is their importance 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 customers, always, so that we can improve the service provided by us every day.

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

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