Customer Satisfaction Survey 2018 - The Results

One of our core values is Service Experience. It's really important for us to provide a unique level of service to our customers. It's in the heart of what we do. There are many thing that we do in order to learn about our service experience and improve it all the time. One of them is our annual customer satisfaction survey. We have recently conducted the annual survey, and now it's time to share the results.

We sent the survey to all of our currently active customers. On the day of sending the survey (a few months ago), that number was 82. Out of the 82 customers, we received 34 responses. This is a 41% response rate, which is considered really high. The industry average is around 15%. It's very important for us to listen to our customers, so we called them one by one, and asked them to fill the survey. This is how we achieved that response rate.

So before I move on, I would like to thank our customers who took the time to answer our questions and provide valuable feedback. Thanks to you, we are able to learn and improve the service experience that you receive from us. Thank you!

All survey questions were on a scale of 1 (lowest) to 6 (highest).

Now for the results...

How would you rate the services that you receive from Madeira Data Solutions?

As you can see, our customers value the quality of our services (5.3). We put a lot of attention on the quality of our services and solutions, and this is a great evidence that we are doing it right.

On the other hand, our customers don’t consider our services to be especially unique (4.4). This is quite disappointing, as Uniqueness is another one of our core values. We strive to provide a unique experience to our customers. When we work with a customer, we want to hear them say: "Wow, I have never seen anything like it". Apparently, this is not the case. A score of 4.4 is still relatively high, but we want to be much closer to 6.0. So we have some homework to do here.

How well does each of the following attributes describe our team?

We have such a unique team of superheroes. Just look at the chart above. It makes me really proud. Our customers really like our team. They especially recognize that we “treat any person with respect” (5.8).

When we search for the next super hero to join our family, we are very strict about what we look for. A superhero, the way we define it, is a professional who is fun to be with, who understands the importance of service experience, who always strives to improve, not just as a data professional, but also as a human being, who is transparent and happy to share his/her knowledge and experience with others, who treats any person with respect, regardless of race, gender, age or anything else, and who is always willing to help.

And it's not just about finding the best people. We also train our team and strive to improve on a regular basis. For example, last month we had a service experience workshop, in which we practiced real-life interactions with customers.

So I'm very happy and very proud to see these results. We are committed to continue our never-ending journey to improve, and to have the best team ever.

Summary Questions

Clearly, our customers are happy. If a customer is very likely to recommend our services and solutions to a friend or colleague (5.5), it means they are happy customers.

On the other hand, the average score to the question "How well do you feel we understand your needs?" is 5.1. Now don't get me wrong - 5.1 is a great score. But this is something that we should improve. This is fundamental to a good service experience. If the customer feels that we understand their needs, and we provide suitable solutions, then they surely experience a high level of service from us. So this is another area in which we are going to focus in the near future.

What's Next?

The goal of the survey is not just to listen to our customers and tell the world about it. We are already working on a plan for 2019 to improve the results of the survey. Our goal is to receive even better results next year.

Specifically, we would like to improve the uniqueness of our services and solutions, and also to be able to better understand our customers' needs.

We have already asked our customers what we can do to improve, and some of them have already given us some interesting ideas. If you have a suggestion for us, please send it to me, either as a comment to this article or as a personal message. Thank you!