Last month we sent out a customer satisfaction survey to Fulcrum account owners in order to better understand what our customers enjoy about Fulcrum, what they dislike, and how we can make their experience better. Suffice it to say, we learned a lot.
The results of our survey showed that our customers are more than satisfied with Fulcrum. In fact, 95% of the customers who took our survey identified as either “Satisfied” or “Very Satisfied,” and 97% responded that they either would recommend Fulcrum or already have. So, pardon us while we give our team a pat on the back.
When it came to our support, we wanted to know what our customers thought about each aspect of our customer service experience. Our email support, response time, support forums, online documentation, and issue resolution were all rated as either “satisfied” or “delighted” by over 95% of respondents.
Of course, pats on the back are not why we deployed the survey. We wanted to know what we can improve. Here are some of our plans to better meet our customers’ needs.
Our ratings for online support documentation and support forums didn’t quite get as many “delighted” responses as we would have liked. In response to this, we are mapping out a comprehensive online Fulcrum curriculum through which users will be guided through a series of videos and resources to have a top-to-bottom understanding of Fulcrum’s powerful capabilities.
Our online support documentation was also not quite meeting our standards, so we’ve made plans to build out and rework our support resources to include better search features and FAQs.
More to come on these plans in 2015.
We are thrilled that our customers are satisfied with the service they receive and are finding value in our support. But we don’t want to stop at satisfied. Listening to our customers is a vital part of the growth and success of our product.