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Monitoring of customers satisfaction with projects of 2008
In «SOLVO» customers satisfaction has been analyzed based on the results of 2008
The company «SOLVO» analyzed customers satisfaction with completed projects of 2008. It may be noted that customers were generally satisfied with the quality of projects implementation and support. Quality assessment of implementation process was based on questionnaires filled up by customers.
Respondents had to select among three possible options (1- bad, 2 – fair, 3 – good).
In general the quality of "SOLVO" software products was highly appreciated (2,4).
One of the “SOLVO” missions is maximum satisfaction of their customers needs and an individual approach. The high degree of satisfaction has demonstrated the quality of implementation (2,9). They also appreciated the quality of technical specifications development (2,7), the quality of customer’s staff training (2,6) and the quality of contracts and other documents preparation (2,6).
They summarized the customers questionnaires and the quality of support. The customers were satisfied with the quality of system support – 2,2. Personal qualities of the Support Department employees such as competency (2,6) and politeness (2,8) were emphasized. Time of technical support response on hotline has also been highly appreciated - 2,9. Speed of reaction through other communication channels has been less appreciated.
Questionnaire has demonstrated a lack of satisfaction of a number of customers in a part of accuracy of updating deadlines and efficiency of defects correction. This is due to a number of objective reasons. Among them it’s worth to mention of necessity for thorough consideration of identified errors in order to reduce probability of their repeating. This consideration requires definite time.
“SOLVO” has planned a series of actions aimed to increase customers satisfaction with the quality of implementation and the support of projects. Thus the further plans of the company are sales and development of easy-to-customer channels of communication with the technical support service of SOLVO having control over the status of the application. An approach to improvements in order to provide their prompt realization is also changing. Modifications into business processes are based on the recommendations for the Best practices in IT-Services Management (ITSM).
The “SOLVO” company is sure that long-term mutually beneficial partnership is one of the characteristics of stable and successful business.
05.05.09
