Customer Satisfaction Survey Results

Our recent customer satisfaction survey revealed that 100% of our customers have an above average overall level of happiness with Enterprise Study, with almost 3 quarters enjoying a high level of satisfaction. In support of this, 75% of customers would be very happy to recommend us.

As we endeavour to ensure happy customers, this is great news. However, we have received some valuable feedback in terms of how we can make customers even happier, and how we can develop product functionality to meet future requirements.

We pride ourselves on the heritage of our team, our expertise and our in depth knowledge of training from both the buyers and suppliers perspective. We are delighted that 3 quarters of our customers are extremely confident in our expertise.

“The ES system is a great product. It enables me to centralise all activity and records and push out to other staff with ease as it is online.”

Demonstrable Return On Investment: In terms of real benefits of using ES solutions, our customers are able to demonstrate tangible ROI, most notably:

• Authorisation and workflow management
• Savings in paper based communications
• Avoiding duplication of effort and gaining administration efficiencies through a single process
• Efficient payment processing
• Clearer visibility of costs
• Easy access to and management of blended learning

Product Features: Among the new features customers have asked for are:

• Multi Channel Messaging – something we are currently developing and have a user forum for you to provide your input.
• Outlook diary synchronisation – currently in development with an announcement to come soon.
• Webex integration - in the product roadmap.
• Additional flexibility in report building - continual improvements being made.

Communications: When we did our customer satisfaction survey a year ago, customers told us they would like more regular and timely communications from us. We have taken this to heart and with accessibility being one of our core values, have begun improving our communications, including:

• A new website, that is continually developing to provide much richer information
• A new monthly newsletter delivering the latest news, updates and industry insight from the team
• Release notes delivered consistently and earlier in the week before changes go live
• A new library of video tutorials and FAQs to answer some common questions and provide on demand training refreshers

“Personnel are brilliant; knowledgeable, friendly and approachable.”

Customer Service: Our customer service and support helpdesk were rated very highly overall. We are continually improving our internal processes, along with our communications, to ensure customers are kept informed of progress regarding support queries. We are also developing resources to provide support and information online.

“There is never any down time and the support desk is quick to respond. The team are very customer orientated and they do their best to assist.”

Value Added Services: We asked what value added services are most valued by customers and received some great feedback which we are building into our communications and product development plans. Common among the answers was online support. In response we are developing a library of online datasheets, FAQs, tutorials and training documents for customers to access on demand. Also of value are our conference call demonstrations. We are improving this facility further by scheduling regular web-ex demonstrations, which we will be announcing on our website and in the newsletter.

“ES does the vast majority of what we need it to and it is very reliable, so overall we are happy.”