In September 2016, Emydex conducted a customer survey looking for feedback from our customers on various aspects of our business.
In total 40 customers responded, representing 84% of all Emydex customers polled.
Here are the Results:
Overall Satisfaction: The question asked was ‘Overall, how satisfied are you with Emydex?
The result was an overall average score of 5 (Satisfied) on a scale of 1-6.
In total 92% of all Emydex customers are either Very Satisfied, Satisfied or Slightly Satisfied
Recommendation: The question asked was ‘How likely are you to recommend Emydex to a work colleague?’
The result was an overall average score of 8 on a scale of 1-10
Commenting on the two ‘overall’ customer satisfaction results, David McMahon, Emydex CEO said “Obviously Emydex are delighted with these results. When we ran our first customer survey in early 2013, we had 15 customers operating 45 sites at the time, and the customer feedback was equally as good back then. Today we have over 40 customers operating close to 100 sites, and we were eager to learn whether we could sustain this high level of satisfaction amongst our existing customer base, as we grew larger as a company, particularly into new overseas markets where you don’t get as many opportunities to meet your customers face to face very often, if even at all?”
McMahon continued “Ireland is a small country, everyone knows everyone, so you really need focus on delivering on your promises to your customers. Your existing customers will tell others about their positive experiences if they are satisfied, but equally, dissatisfied customers are more likely to tell 10 times as many people about their experiences if they are not!”
Quality of System: The question asked was ‘How satisfied are you with the Quality, Speed & Performance of the Emydex solution configured for you?’
The result was an overall average score of 5 (Satisfied) on a scale of 1-6
A number of other questions asked in the survey, polled our customer base on factors such as Project Management, Managing Expectations and our Customer Helpdesk to which the average scores were all 4 (Slightly Satisfied) on a scale of 1-6, so we know there are areas for improvement in both our Project Management and Customer Helpdesk departments.
Valerie Coleman was recently promoted from our Customer Helpdesk team to a Project Management role. Valerie has very quickly risen to the task as a Project Manager, with very positive feedback from customers in projects she is managing. In addition, we are working on a number of new initiatives with our customer helpdesk team in order to try to speed up time to resolution of ‘non-critical’ helpdesk tickets. These initives include an incentive scheme for ‘first touch’ issue ticket resolution, and more use of the phone to help diagnose the root-cause issues for tickets sooner, than relying on email for diagnosis.
The final Question asked was in relation to the Lead Programmers abilities and skills working on each customer project. Same with all previous customer surveys conducted the average score was the highest of all questions polled, with the average score being 5.28 out of 6 for all 40 customers polled. Specific feedback from customers included “Technical ability is excellent”, “Our programmer is Tops, I could write forever in praise of him, please do not take him away from us”, “our programmer has 100% commitment and is easy to work with”, “our developer is very helpful and appears to be an excellent programmer”, “our programmer was so excellent because he managed to get his work completed well before the time given, and he was always communicating proactively with us”.
