Total Synergy 2013 client satisfaction survey results

CLIENT SATISFACTION SURVEY what our clients * said... Greg Hill Total Synergy NSW *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. • Training videos are now available as part of help ﬁles. • 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 in their oﬃces. • 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% female 56% 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 N N Q Q V V 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.” MANAGEMENT 24% EXECUTIVE 29% SUPPORT ADMIN, FINANCE, & IT 21% OTHER 21% PROFESSIONAL 7% RESPONDERS BY ROLE

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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?