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