New survey commissioned by Noetica highlights the need for regular customer satisfaction analysis
Noetica, provider of easy-to-use call centre and CRM software solutions, today announces the results of a new survey that highlights the need for companies, particularly those in the ‘customer relationship’ arena, to carry out analysis of their own customers’ satisfaction levels. The survey, commissioned by Noetica, covered its customer base of European call centre bureaux, and assessed satisfaction into all stages of its relationship with customers, including its provision of a pre-sales service, product training, ongoing customer service, and product usability.
“This survey is an example of how CRM-orientated companies should be the first to practice what they preach,” says Noetica Commercial Director, Keith Symondson. “It’s one thing extolling the virtues of your company at pitch stage, but quite another to practice ongoing assessment of your performance to customers, especially when frank answers might require a good deal of leg work on your behalf.”
Looking at customer satisfaction with the service as a whole, Noetica’s survey found that almost all customers were prepared to be references for the company, were ‘very positive’ about doing further business with Noetica, and would recommend or have already recommended its call centre scripting software, Synthesys, to others. Symondson continues, “We take customer feedback seriously. We have recently rejuvenated our customer helpdesk, and we are actively looking to consider the formation of a customer user group to meet regularly. Feedback on the product has also been used to add new features and innovations to Synthesys.”
Product flexibility and ease-of-use were given as reasons why customers chose to work with Noetica, with 100% of customers saying they felt confident enough to develop their own scripts following Noetica product training – equal testament to the training department and Synthesys’ user intuitiveness, in that it allows non-technical staff to design and develop call flows. Commenting on overall service, one customer said, “the only way the service could be better would be to have them exclusively to myself 24 hours a day!”
Symondson, concludes, “Surveys won’t always tell you what you really want to hear. Some of our results were not as high as we’d wished and we have taken action to deal with this. From our experience, surveys are a great way of listening to our customers, understanding what they really think, and taking decisive action where necessary. How can a company call itself a CRM specialist if it fails to manage its own customer relationships?”
Established in 1997, Noetica is a leading developer of innovative software solutions for successful management of any call centre. Noetica’s solution - Synthesys has been designed specifically to enable non-technical staff to have complete control of the call centre. Synthesys’ key features include customer relationship management (CRM); callflow/script designing, service call centre management and support; outbound campaign management; web compatibility and computer telephony integration (CTI).
Part of the privately controlled holding company the Scandex Group, Noetica is based in Clapham Junction, London, with strategic partners throughout Europe, Canada, Asia and the US. Noetica serves a broad range of industries, including the public sector, finance and telecommunications.
For further information on Noetica, please visit http://www.noetica.co.uk
Synthesysä is a registered trademark of Noetica.
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