Although we like to receive feedback from our customers throughout the year, an official survey is launched twice a year. This is a bi-annual opportunity for our clients to tell us what they think of our ProSupport Plus services. How we’re doing, how we can improve, what the client values most about having an assigned SAM, and what can we strengthen to provide them with the maximum value of ProSupport Plus, are some of the questions asked in the IT Decision Maker survey.
It is a very important process that requires several weeks of preparation. For us, the survey campaign can be divided into three phases: preparation, execution, and analysis of the survey.
First, we select the customers we are going to send the survey to. We target different stakeholders so the survey feedback is varied and avoids oversaturation of our contacts. This is an ongoing activity throughout the year and the contacts vary from administrator to CEOs of large companies.
The most important thing for us is the satisfaction of our customers, and if you can, do not miss the opportunity to complete this survey. We want to hear from you!
Once target customers are identified, we make sure that they are selected for the upcoming survey and check their contact details.
In the second phase, the survey is sent to selected customers. Over the course of three weeks, the SAM works directly with the client to ensure the email invitation is received and the person in question has access to the 3-minute survey. In addition, the client will receive up-to two reminders. Once these three weeks are over, we close the survey period and move on to the third phase.
In the final phase of analysis, all the feedback sent by customers is collected. The comments, responses and evaluations about their SAM are analysed in detail. This phase is the most important for us as we listen to what the customer is telling us about ProSupport Plus and what they think of their SAMs. We carefully review all responses submitted to analyse how we are doing, and whether there are areas where we can improve on. When such areas are identified, we collaborate with our manager to prepare an action plan. These plans are discussed with the customer and after agreement, actioned.
The most important thing for us is the satisfaction of our customers, and if you can, do not miss the opportunity to complete this survey. We want to hear from you!
