Providing the best customer service possible is our number one priority and it’s something we know sets us apart from our competitors. The tool that periodically helps us to measure the degree of satisfaction of our clients is the Client Satisfaction Survey.
What is the Satisfaction Survey?
It allows us to measure client satisfaction with respect to a service or product we offer and, in addition, provides us with qualitative and quantitative information to improve the client experience collecting data through several questions. Using the results we can detect and analyse aspects of your experience as a client, your impressions, and evaluation of our services, our departments and our brand.
With this tool we extract KPIs, or key performance indicators, and use them to continually review our client support processes and our commercial and marketing strategies.
Our 2023 evaluation
As in previous years, we invited our customers to participate in the survey. We focused especially on questions that evaluate the characteristics of the service. In all questions, our scores are above 4, with 5 being the highest score.
To mention some of the most significant indicators, on average, our clients evaluated us as:
What stands out in the results obtained is the positive assessment that our clients gave for the attention they received in response to questions about our level and quality of services. More than 90% of clients say we have been extremely or very responsive in all aspects of support.
If we review the evolution of some of these most relevant indicators over the years, we can see an annual improvement in the level of satisfaction:
Adam’s NPS: our clients recommend us
The survey also allows us to measure the level of client loyalty based on the so-called Net Promoter Score that measures the probability of clients recommending a brand or company. In this case we obtain an NPS of 76, which is a number well above what is considered satisfactory (above 50 is already above average in an absolute sense).
“Keep it up”
Beyond the numerical answers, we like to leave a space open for our clients’ comments. Here are some of the comments they put:
- “Being with Adam has allowed us to stabilize our platform and gives us security concerning those aspects that Adam manages: power grid, internet, secure space, etc. We also highly value their professionalism when providing advice”
- “For me, you are one of the few serious data center companies. Keep it up”
- “We are receiving the service and attention we had hoped for”
- “We are very satisfied with the level of service and attention we receive. Adam Barcelona’s technicians are a 10 out of 10”
- “For us, the service is somewhat expensive, but considering the quality, security and treatment we receive, we are willing to pay for it”
- “After contacting the Partners department, we hope to strengthen our relationship with you and your clients”
Conclusions: Improving year after year
Since 2019, the results of this survey have improved steadily and significantly, which tells us that our clients are increasingly satisfied with the services they contract with us.
This is the best motivation for us to continue working on our excellence objectives.
This article has been written by
Adam