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EXECUTIVE SUMMARY
Participants
This customer satisfaction survey was undertaken in the first four weeks of January 2010.
A questionnaire was sent to all clients that purchased Endatio’s services in the period Jan – Dec 2009, and the results were subsequently benchmarked against the average for all Microsoft Gold Partners.
With a response rate of nearly 93%, the industry breakdown of the respondents (see right) roughly reflects that of Endatio’s customer base –about 50% of them are concentrated in the finance, insurance and logistics industry.
The remaining 50% of the respondents are spread across a variety of service industries –from IT & Telecom to media, marketing, and travel.
Results
In sum, the customer satisfaction results were above expectations, with Endatio scoring higher than the Microsoft Gold Partner average on all key performance indicators (see table below). Most noticeably, 100% of the respondents were likely to recommend our services and nearly 92% of them were willing to repurchase.
Whilst Endatio scored higher than average on all performance criteria, it seems that clients were particularly happy with Endatio’s ‘quality of support’, ‘value received’, and ‘ability to meet your needs’.
Taken together, Endatio’s competitive advantage was rated over 18% higher than the Microsoft Partner average.
Business impact
The insights shown by the survey results support the continued use of this mechanism to ensure Endatio’s services are sustained at the highest level. Furthermore, the survey results will allow Endatio to target specific gaps in service delivery as a matter of priority over the coming year. Whilst the high customer satisfaction ratings confirm that Endatio’s current approach to its service delivery is satisfactory, the challenge lies in the formulation and implementation of an action plan that not only maintains current quality of service, but increases it even further.
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