March 11, 2016 | Michelle Wilkinson | Director, Marketing
Our customers have spoken. The Spinnaker Support 2016 customer satisfaction survey has drawn to a close and final results are tallied. Overall customer satisfaction rate ticked up to 98.3%. We received high marks from customers for quality of service, speed of response, and timely issue resolution. Our software engineers were rated highly for their application of functional and technical expertise to identify, respond, and fix issues – and to provide guidance for a myriad of technology-related topics like compliance, interoperability, security, upgrade path, and cloud migration.
This year’s satisfaction survey, which covered calendar year 2015, drew a record number of respondents. All third-party software support and managed services lines were represented, including SAP, JD Edwards, Oracle E-Business Suite, Oracle Database, and Siebel. Ticket volumes surpassed the 10,000 mark for the first time in 2015. Although we are busier than ever before, our service quality continues to improve
99.2% of total respondents indicated they would recommend Spinnaker Support to other users/companies. Additionally, many respondents expressed willingness to provide a positive quote or case study regarding their experience with us. The voice of the customer is paramount to help grow awareness of Spinnaker Support and of the third-party software support alternative in general.
Future Plans
Surveyed customers were asked about their 6-18 month SAP or Oracle system plans. Such information helps ensure that we deliver a steady, timely cascade of high-value services.
- 49% of respondents plan no changes.
- 31% plan to migrate to a new system (some are already in process).
- 11% plan to upgrade.
- 9% plan to expand the footprint of their existing system version.
Respondents provided positive comments regarding the quarterly proactive calls they have with their Account Support Leads (ASLs). These calls are often used to discuss new service offerings or how a customer’s future plans might impact system support. One customer commented that “the quarterly proactive call is my comfort food.” We plan to expand this program in 2016 ensuring all customers are taking advantage of this benefit.
Conclusion
This is one of my favorite times of the year. Hearing directly from the customers about how pleased they are with our service reinforces to me why I work for Spinnaker Support. What drew me here and keeps me here is what is at the core of the company values – provide the best service with the best employees. We know there will always be room for improvement, and the customers give us guidance on where to focus our efforts.
Below is an infographic summarizing this year’s results.
