The results of our first anonymous customer survey on the topic of "Communication & Support", which we carried out in September 2019, are impressive. Our goal was to find out how satisfied our customers and partners are with our communication and support and how we can continue to improve.
We, the Marketing and Communications team, implemented the survey together with our Sales & Account Management team and our Support team and are delighted with the positive feedback we received. All in all, the participants rated our communication and our support with good to very good - a great result that makes us very happy!
Here is a selection of the feedback we received:
The most important thing for our customers is personal support, followed by support via hotline and e-mail. The classic information sources MACD Newsletter and the website www.macd.com are predominantly perceived as important sources of information. Communication in the social media, e.g. via LinkedIn, is seen as less important.
George Macdonald, CEO MACD:'Over 90 percent of the participants are satisfied to very satisfied with our support team as well as with our Sales & Account Management Team regarding availability, reaction time, friendliness and problem solving competence. This is an excellent result of which we can be proud. MACD focuses on personal care and support and on long-term cooperation with the customer. We will continue to do everything we can to maintain this value and even improve it.'
When asked which was the preferred medium for our PDF documents (release notes, product notices, etc.), a quarter preferred e-mail with PDF attachments. More than half of the participants would prefer an online customer area and an e-mail with a link or attachment and almost 20 percent don't care how they receive the documents. In this respect, about 75 percent are open for an online customer area.
We will take into account the interest in an online customer area, in which relevant documents can be accessed at any time, and take this into account in the further development of our website.
MACD has potential for improvement in communication with customers and ongoing projects: More than 30 percent of the respondents said that MACD could still improve in this area.
George Macdonald, CEO MACD: 'Almost 70 percent of the participants are satisfied with communication regarding customers and ongoing projects. But one in three sees potential for improvement for MACD. We take this feedback seriously and will try to improve our situation with various measures. A first step is that we have created the position of a 'Project Coordinator', which we were able to fill with a new employee.'
We thank all participants very much for taking the time to answer our questions. Every feedback, no matter via which route, is always very welcome, because it brings us all forward.