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2021-02-05

Ask, listen and learn

2021-02-05

Running a company means – ideally – having customers or clients. And if you are lucky enough to have them, you must make them happy or they will wander off to the competition. The tricky thing here though, is that it can be difficult to know exactly what it is that makes them happy.

Sarah values speed of delivery, John appreciates the personal touch and Anna, who is our favourite kind of nerd, wants her technical solutions to be so innovative they have barely been created. And this is why any self respecting company with illusions of grandeur will regularly run the trusty (and yes we know – sometimes pesky) customer satisfaction surveys.

Creating a survey is its own kind of headache. But let us say the survey has gone out without tears and the results are in. Now what?

This is usually when the statistics people and the marketing people up the stress levels. Why? Because they know they are in for a fight. The statistics people are hesitant to draw big conclusions because as every good statistician knows – there is always an uncertainty margin and many factors affect the results. The marketing people on the other hand, love big conclusions and want stuff that looks good on power point presentations and in yearly reports.

So the crux of the matter is as follows. How do you report survey results in a way that is not mind bogglingly boring and obnoxious while at the same time factually correct? And how do you make sure the report keeps the stake holders happy and functions as a valuable map to make your clients happy?

We know this is not rocket science. But after reading a lot of survey results that were either incomprehensible or purely self congratulatory, we figured there was room for a blog post about how to turn a customer satisfaction survey into a useful tool.

How we did it

In the last few months of 2020 we performed our latest customer satisfaction survey and the premises was as follows.

  • Participating customer where from Denmark, Sweden and Norway.
  • The survey had both quantitative and qualitative questions.
  • About 60 companies participated.

And the results were…

The good stuff

This is what many companies tend to focus on. But while it is important to maintain good results each year, “the good stuff” should not be the main focus of the continued work. However, everyone needs a boost in their workday and here is ours.

We have a satisfaction index of 4.34 out of 5

Supposedly, results above an average of 3 (out of 5) are good. But we all know that is not quite true. I mean, who is happy being average? It is not what people usually aim for, and neither should companies. So, we are actually really proud to get a 4.34 average! 

We have a high level of competence

Our IT-consultants are not just the bread and butter of the company. They are the cake and the icing too and they make it possible for us to deliver seriously cool, society enhancing IT-solutions. So we are of course proud as any mother hen when we hear good stuff about them.

The stuff we can learn from

We can always be closer

We like to be close, very close to our customers, but even so, some of you have been experiencing that we are a bit distant and maybe a bit hard to reach. Not ok, so we have launched a project to redeem this issue. 

We can always be more proactive

So much is happening in the IT-world and the digital transformation is putting extreme demands on businesses and organisations. It is therefore only natural that our customers are eager to have the best and the brightest handling their IT-development, and getting the latest and best from their partner, e.g. us. This makes it more important than ever to share our knowledge in every possible way.  

The conclusion

Our customers are happy but we want them even happier and so the main things we will bring with us into our work is this:

Act like a partner not like a supplier

The survey clearly showed that many of our customers are looking for a partner rather than a supplier. We hope to rise to this challenge and to deliver value during the years to come. W also understand that we continuously must keep the ear to the ground and stay close to you all.

Communication is key

A clear and speedy communication is vital in order to understand needs and possibilities. Communication creates understanding and understanding creates contentment. And contentment creates… yeah you guessed it – great customer satisfaction results!

And finally:

Thank you all for sharing your thoughts and for giving us such high grades!

Written by Susannah Eriksson