Results of our customer satisfaction survey

Carried out every spring, our annual customer satisfaction survey was again sent out in May after a very exceptional year. The changes brought on by the coronavirus pandemic have been a challenge to most companies, and we are not an exception. Remotely implemented sales, deployment, training and support activities have all taken space from actual encounters between people. The utilisation rate of our services also decreased dramatically. Thanks to our customers and personnel, we have adapted well and the trend is now upwards again!

We carried out our customer satisfaction survey by sending an online questionnaire link to our customers’ contact persons. We wanted to reach a diverse variety of our service users, which is why we made the request for the questionnaire link to be shared within our customer organisations.

We received responses from 68 different organisations. The respondents included contact persons and admin users, front-desk service members and other personnel involved in using our services. Thank you all for your active participation in the survey!

Our overall score

We asked the respondents to evaluate the various sectors of our activities on a scale of 1 to 10 (1 = extremely poor … 10 = extremely good). The evaluated areas covered sales, deployment and support operations as well as the smoothness of cooperation in the various sectors. Our overall score came at 8.2.

After thorough planning; deployment went extremely smoothly.

“Support visits have been handled swiftly. We have also been inquired afterward, if something has been left unclear at our end.”

“Cooperation has been swift, agile and smooth. Thank you!”

We were most praised for our user training, support services and the smoothness of cooperation. With regard to communications, the wish was to receive more information on the new features of our services and on any disruptions. Also the need for additional training surfaced in the responses; especially now that people are increasingly returning to work at the office again.

How do our services benefit our customers?

We asked the survey respondents to evaluate different statements regarding our services. In the responses, we calculated the share of respondents (who agreed with the statements either in part or in full) who had viewed the statement as positive.

We were delighted to find out that users feel strongly about the benefits generated by our services, and often those benefits are also considered very concrete.

Systam Respa visitor management system has…

Systam Pass induction service has…

NPS (Net Promoter Score)

NPS is an internationally used customer satisfaction metric. In our NPS survey, we asked “How likely would you be to recommend Systam to a friend or colleague?” The respondent answers the question with a score of 1 to 10.

The responses provided by our customers are categorised such that those who have given a score of 9 to 10 are positive promoters and loyal customers, those who have given a score of 7 to 8 are neutral and those who have given a score of 0 to 6 are negative, unsatisfied evaluators very likely to switch their service provider. The net promoter score is reached by deducting the share of those who responded with a score of 0 to 6 from the share of respondents who responded with a score of 9 to 10. The overall NPS result a unit receives will be on a scale of –100–100.

If the NPS score is above 0, it can be considered that most of the customers would recommend the service. A score of +50 points is an excellent result.

Our NPS score +42 is good and its value is increased by the various user groups within the respondents, i.e. the survey participants included a varied group of actual users of our services. Because tracking the score is primarily for our own benefit, the fact that we directed the questionnaire to a wider audience than just key customer personnel provides us with the most genuine data possible instead of us seeking presentable figures purely for marketing.

Conclusions and actions to be taken

We have been bold enough to promise our customers a satisfaction guarantee: we will do everything in our power to work together in finding methods for a functional and satisfactory end result. Collecting feedback is an essential part of tracking our success.

In addition to our scores, the open-ended comments submitted by survey respondents provided us with plenty of important and concrete information on development targets for our systems. We will go through every piece of feedback in great detail and get in touch with all respondents who have flagged any issues or challenges. We also actively gather feedback throughout the year in connection with the provision of our services, and we hope that people contact us in any concerns they may have.

We will especially be focusing on the following matters in the future:

• We will work to make our services even easier and more pleasant to use.
• We will communicate on the different possibilities and features of our services, so that our customers receive every benefit possible.
• We will make available more training and guidance on the use of our services.
• We will expand our service offering to better correspond with the evolving needs of our customers.

The goal of all our operations is to provide services that make the daily activities of our customers easier and smoother as well as generate excellent experiences. We want to be a reliable partner for our customers, adapting to their versatile needs and anticipating their future needs. Thank you for your cooperation and feedback; we have again gained valuable input for our brainstorming sessions!

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Anu questions? You can reach our support service at service@systam.fi or +358 10 470 3603
and our sales at sales@systam.fi or +358 10 470 3600.