An annual customer satisfaction survey is a useful tool as it helps us to understand how our customers experience the products and services. The customer satisfaction survey results are also important because we want to emphasize the customer-centric development of products and services.
We have measured approximately fifteen years three north star metrics through which we are able to evaluate our success rate. The average numbers show that of all respondents throughout all years, 96.9% are keen on recommending our company to others, 95.3% would like to rebuy from us, and 97.3% are satisfied with us as a vendor.
Looking at these numbers, it is hard to believe that one could have a positive impact on them but for example a decade ago the number for purchasing again from ATR Soft was slightly below 90%. Furthermore, during the last few years, all numbers have developed positively and broken the 90% mark clearly.
Significant changes based on customer feedback
We started seeing a trend in the customer satisfaction survey approximately five years ago that our customers wanted more project documentation. The services themselves were a success but the documentation was considered insufficient.
We approached the matter by investigating first the existing process and by seeking points where the process broke down. To fix the situation, we organized workshops, discussed the matter in internal forums, changed our project management methods, and developed tools.
We for example added an obligatory documentation field to our project management system and created a software robot Pentti to remind us about generating the documentation. In addition, we started using more Jira and Confluence to support the work.
Thanks to these changes, documentation has no longer popped up as a development issue in the customer satisfaction surveys.
This year’s number one subject for development is related to visionary ideas. More than 25% of the respondents shared that they would like to hear thoughts and visionary proposals from us. This topic was by far the most asked.
We at ATR Soft have noted the request and want to offer better service related to it in the future. Visionary communication will be implemented throughout the whole lifecycle of customership, from the first project to upkeep.
With unexpected changes in the operational environment, such as the pandemic and the war in Ukraine, it is completely understandable that business is more and more challenging and that customer organizations require support for their decision-making also from the vendors. Close cooperation offers a model for tighter partnerships that fit our strategy well.
Expertise considered as number one
This year we asked our customers which adjective or feature best describes us. More than a third of respondents chose expertise. The second was customer-centricity, and the third flexibility.
We are proud of the result and would like to thank all the ATR Softers for their professional attitude and good work.
In the future, we will focus on raising the response rate to receive an even more realistic and actual view of how we are doing.
Thank you to all who took the time to answer the customer satisfaction survey. We do our best to ensure that ATR Soft will bring you more ideas and boost your business even more next year.
