Total Synergy 2013 client satisfaction survey results
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In October last year (2013) we sent out a client satisfaction survey to 780 of our clients. We had 234 responses – 30 per cent. This is a huge response. We’d like to share the results with you – read CEO Scott Osborne’s letter to our clients and check out the results infographic at http://syn.gy/csat2013
Transcript of Total Synergy 2013 client satisfaction survey results
CLIENT SATISFACTION
SURVEYwhat our clients* said...
GregHill
Total SynergyNSW
*234 architectural and engineering professionals who use Synergy software participated in this online survey
in October 2013 (30% survey response).
WE’VE LISTENED... AND ACTED.
THANKS TO ALL OUR CLIENTS WHO PROVIDED FEEDBACK AND HELP US TO CONTINUALLY IMPROVE.
totalsynergy.com.au #MoreTimeForDesign
A KNOWLEDGEABLE TEAM AND A TIMELY RESPONSE ARE HIGHLY VALUED.THE OUTCOME
• Clients who raised concerns in this survey were contacted by our management team.
• Our services team has been restructured; more experienced people are now on the helpdesk.
• Client visits will be conducted by experienced consultants.
• New internal processes implemented to help improve service delivery with visible improvements in call log response completions already.
CLIENTS AREN’T ALWAYS WILLING TO PAY EXTRA FOR INCREASED SERVICES.THE OUTCOME
• All product related webinars are now free for clients.
• Trainingvideosarenowavailableaspartofhelpfiles.
• Annual client conference now professionally designed and produced on a national stage featuring original content based exclusively on client feedback.
• Periodic and subscription payments are now available to all clients.
CLIENTS PREFER TO INTERACT WITH SYNERGY TEAM IN PERSON OR ON THE PHONE.THE OUTCOME
• We will start to proactively visit more clients intheiroffices.
• Consultants now available on-site and online (via phone and PC).
• Annual user conference redesigned to allow clients to have greater engagement with the entire Synergy team face-to-face.
54% female56% male
96% “YES”
ARE YOU SATISFIED
WITH TOTAL SYNERGY?
80% “YES”
WOULD YOU RECOMMEND
SYNERGY SOFTWARE?
80% “YES”
30% RESPONSE
RATE
THE GENDER BREAKDOWN
OF RESPONSES
DEMOGRAPHICS OF RESPONSES
IS SYNERGY IMPORTANT TO
YOUR BUSINESS?
82% ARE SATISFIED WITH TOTAL SYNERGY PRODUCTS
66% ARE SATISFIED WITH
TOTAL SYNERGY SERVICES
NSW
QLD
NSW 44%NSW 44%QLD 27%QLD 27%WA 8%WA 8%
VIC 13%VIC 13%SA 6%SA 6%ACT 2%ACT 2%
NSW 44%
QLD 27%
VIC 13%ACT 2%
WA 8%SA 6%
“Bloody Awesome!! Dare say that makes me a raving fan!”
“The more I use the better I like and appreciate the software and its ability to save time and money.”
MANAGEMENT24%
EXECUTIVE29%SUPPORT
ADMIN,FINANCE,
& IT21%
OTHER21%
PROFESSIONAL7%
RESPONDERS BY ROLE
