As 2024 concluded, we conducted our annual customer satisfaction survey to gather feedback and insights from our valued clients. The survey aimed to understand their satisfaction levels, uncover challenges, and identify areas for improvement as we move into 2025. Here’s a summary of the key findings and what they mean for us at Gislen Software.
Overview of the Customer Satisfaction Survey
This year’s customer satisfaction survey saw responses from various clients, with some companies having multiple respondents. While three clients did not participate, the data provided a meaningful perspective.
Our survey process was designed to be comprehensive and client-centric, ensuring every voice was heard. We gained a balanced perspective of client satisfaction and expectations by including a mix of quantitative and qualitative questions. This approach provided valuable metrics and offered rich insights into individual experiences, which are instrumental in refining our strategies and services.
What We Heard
- Satisfaction Levels
A significant majority of respondents expressed high satisfaction with our services. Many described their experiences as “very satisfied,” appreciating the quality of work, dedication, and expertise we provide. 84.6% of the companies reported being “very satisfied” with our services, and 15.4% reported being “Satisfied”. All respondents answered either “Very Satisfied” or “Satisfied.” - Personal Recognition
Some clients took the opportunity to acknowledge the outstanding contributions of our team members. Our team has a positive impact, from its problem-solving capabilities to exceptional support. These mentions inspire us to continue nurturing our talent. - Challenges and Recommendations
While most clients didn’t report significant issues, some reported specific areas related to their projects that could be improved. This feedback is a valuable lesson for enhancing our processes and ensuring seamless experiences. Many clients stated they would recommend us to others, praising our expertise, service quality, and team dynamics. Such endorsements validate our efforts and motivate us to maintain and exceed these expectations. 85% of the companies said they would recommend us to others; The remaining 15% did not answer the question! - Suggestions for Improvement
A few respondents highlighted specific skill areas that could be enhanced based on earlier challenges. This feedback will guide targeted training initiatives and process improvements, ensuring we stay ahead in delivering top-notch services. - Future Collaborations
Feedback about the future of collaboration was optimistic. Several clients anticipated expanding their engagement with us in 2024/25, citing trust and the ability to handle complex projects as driving factors. One client acknowledged that their contract would expire at the end of 2024, allowing us to explore renewal or other collaborations.
Our Response and Actions
The insights from the survey are invaluable in shaping our approach for the coming year. Key actions we plan to take include:
- Maintaining Excellence: Continue delivering the high standards our clients have come to trust.
- Addressing Challenges: Delve into the root causes of reported issues and implement corrective measures.
- Enhancing Skills: Invest in upskilling our team to meet evolving client needs:
- Communication
- Increase the number of senior resources with competence in architecture and User Experience (UX).
- Leveraging Artificial Intelligence as it becomes increasingly critical in client projects.
- Emphasising enhanced practices in Safety and Security.
- Proactive Engagement: Foster closer communication with clients to anticipate and address challenges before they arise.
A Heartfelt Thanks to our amazing clients
We sincerely thank all the clients who participated in this survey. Your customer satisfaction results show we are humble and grateful for your trust. We value your relationship. Your feedback celebrates our successes and inspires us to grow and improve. As we enter 2025, we are committed to enhancing our services and ensuring that your collaboration with us continues to be rewarding.
This survey is a testament to the strength of our partnerships and the mutual trust we’ve built. We look forward to another year of shared success and growth.