Survey reveals rise in client’s satisfaction with services provided by Eurotux
Using 2013’s questionnaire and scale of 1 to 5 points in order to establish a direct comparison of results, Eurotux clients were asked to give their opinion concerning their interactions with the company. In 2014 there was an increase in the amount of feedback, showing the client’s greater interest in manifesting their opinion.
The survey’s results highlight the access speed and quality of the answers obtained on the RT, Eurotux’s incident management system, being scored with 4 or 5 by more than 81% of respondents. The satisfaction with regards to courtesy and professionalism for answers and contacts over the phone are explicit, garnering a score of 4 or 5 by more than 91% of those inquired, with more than half giving maximum points in both questions. The level of knowledge demonstrated and capability of addressing requests and the level of friendliness were other issues with high scores, being rated with 4 or 5 by more than 87% of those inquired.
The level of global satisfaction with the services provided presents high results, receiving a score of 4 or 5 by more than 82% of respondents. The questions that were met with the greatest client satisfaction were of technical and commercial nature.
As well as strong points, there were interesting improvements among average scores, corresponding to improvements at several levels. The greatest improvement was in the ease of using the RT that increased 0,5 points to 3,9. The quality/price ratio for solutions increased 0,3 points to 3,9 and the maturation of the company’s image rose from 3,7 to 4.
The analysis of the answers obtained revealed an increase of over 10% in the number of maximum scores in some of the areas covered. Regarding technical services we highlight, the ease of use of the RT system (+17%), the quality of answers obtained (+11%), information provided in support for contracted services (+11%) and the reports/manuals of the implemented solutions (+11%). Regarding commercial aspects, the quality/price ratio of services (+13%), the robustness of presented solutions (+13%) and the response time for requests (+12%) were the issues that stood out. Globally, the services provided (+10%), the evolution of the company in terms of competence (+10%), quality and strategic relevance of the partnerships established (+10%) and the maturation of the company in terms of image (+20%) were some of the areas that recorded the greatest increase in the number of respondents granting maximum points.
By using the space dedicated for observation, some of the inquired provided their suggestions for improving communication between the technical team and the client during the support process.
The results were published internally at the Odisseia 2014 event and are based on 75 respondents among the 547 questionnaires that were sent out.
