In today’s competitive market, building customer loyalty is more crucial than ever. Our recent annual customer survey highlights the importance of delivering exceptional quality of services, ease of doing business, flexibility, and adaptability. These elements are the cornerstones of our customer-centric approach, and our survey results reflect our commitment to excellence.
Exceptional Quality of Services
Our survey results are a testament to our dedication to quality. With a 100% satisfaction rate in the quality of services and customer service, we have set a high standard in the industry. According to industry benchmarks, a customer satisfaction score (CSAT) of 80% is considered excellent. Our results far exceed this benchmark, showcasing our unwavering commitment to delivering top-notch services.
Customer Net Promoter Score
Building Customer Loyalty is a priority. Our Customer Net Promoter Score (CNPS) of 96 is a clear indicator of our success in this area. The industry average CNPS for B2B companies is around 40, making our score a standout achievement. This high score reflects our customers’ willingness to recommend our services to others, a key indicator of loyalty and satisfaction.
Flexibility and Adaptability
In a rapidly changing business environment, flexibility and adaptability are essential. Our survey results show a 100% satisfaction rate in our ability to adapt to customer needs. This flexibility allows us to meet the unique requirements of each customer, fostering long-term relationships and trust.
Areas for Improvement
While our results are impressive, we recognise the need for continuous improvement. Our on-time delivery rate of 98.3% is excellent, but we strive for perfection. Similarly, our customer portal features and usability score of 93.9% is outstanding, yet we continue to seek customer feedback to enhance our digital offerings. Our Ease of Doing Business measure of 92 may well be the envy of many companies, but we seek to continually improve and ensure that all our customer experiences align.
Embracing Digital Transformation
An interesting insight from our survey is the shift towards digital records management. While 56% of customers foresee continued use of paper-based records, 44% anticipate moving towards digital options such as scanning, digitisation, digital storage, and intelligent document processing.
The benefits of digital transformation include:
Improved Efficiency: Digital records are easier to manage, search, and retrieve, saving time and reducing errors.
Enhanced Security: Digital storage offers better protection against loss, theft, and damage compared to physical records.
Sustainability: Reducing paper usage aligns with environmental sustainability goals, appealing to eco-conscious customers.
Scalability: Digital solutions can easily scale with business growth, accommodating increasing volumes of data without physical storage constraints.
A Heartfelt Thank You
We would like to extend our heartfelt thanks to our loyal customer base for their continued support and invaluable feedback in our annual survey. We pride ourselves on delivering an exceptional customer experience, and it is incredibly humbling to see this reflected back to us through our customer engagement surveys. For 27 years, we have been building this approach and culture within our organisation, and we are deeply grateful for the trust and loyalty our customers have shown us.
While our annual survey is an important touchpoint, customer engagement happens every day through our interactions with you. We pride ourselves on listening to your needs and acting to continuously improve our services. Your feedback is invaluable, and it drives us to deliver the best possible experience.
Our exceptional survey results highlight our strengths and areas for growth. By continuing to prioritise quality of service, ease of doing business, flexibility, and embracing digital transformation, we aim to build even stronger customer loyalty and drive long-term success.
