How Do GOSS clients feel about GOSS?
Our clients give us their feedback in the annual GOSS Client Satisfaction Survey.
Every year we provide our clients with an opportunity to provide their feedback on the products, services and support that they have received from us via the annual Client Satisfaction Survey. This process allows us to assess how we're performing and improve key areas in order to provide the best products, solutions and services to our clients. Launched in June and finishing in July, we're pleased to say that the response from our clients was overwhelmingly positive and we'd like to share key results with you.
The survey covered nine key areas which we believe are key to our success within our client base. These were:
- Account Management
- Application Support
- Billing & Invoicing
- Professional Consultancy
- Managed Hosting
- Products & Services
- Project Management
- Upgrade Support
Each key area had a range of associated questions, which all used the same rating scale mechanism. This scale allowed clients to choose from four answers ranging from 'Very Poor' to 'Very Good'. This has allowed us to compare each of these key areas against one another as well as year on year results. The results across all areas were very positive. On average, all nine topics scored above the 'Good' threshold, with the majority of them scoring nearer 'Very Good'. This is a fantastic result, and clearly demonstrates that our clients believe that the quality, support and delivery of our work is consistently high.
Looking specifically at certain key areas, there are some great highlights that we'd like to share with you. When asked about overall satisfaction with the products and services we offer, 92% of respondents stated that they were satisfied with what they were receiving from us, and 95% were satisfied with the quality of products and services.
When rating Account Management services, Andy & Matt scored 100% satisfaction from our clients. A really great result, which has also seen a year-on-year increase of 30% in clients rating their Account Management services as either 'Good' or 'Very Good'. Furthermore, Account Management also scored 100% satisfaction rate in the area of knowledge, of their client's organisational needs.
Managed Hosting, Training and Consultancy Services also achieved 100% satisfaction rate, with our Managed Hosting service seeing a 5% increase in satisfaction levels year-on-year.
More good news, 96% of respondents who have used any of our Application Support services in the last 12 months fed back they are either 'Satisfied' or 'Very Satisfied' with the support that they have received from the team. Application Support also performed well across other areas including initial ticket response time and the professionalism of the Application Support team with both areas scoring 100% satisfaction rate.
Lastly, when asked 'How likely are you to recommend GOSS to another organisation?', 95% of clients said they would which makes all of us at GOSS extremely proud.
We'd like to thank all of our clients who participated in the survey and would like to remind everyone that we welcome feedback at any time, not just when the annual survey is sent. If you do have anything that you would like to feedback, please get in touch with one of the team who will be more than happy to help.
As an incentive to help us get as many replies as we could, GOSS committed to donating £5 per reply to a nominated charity. This year we decided to donate funds raised to those affected by the Grenfell Tower disaster, and to those affected by the UK terror attacks that took place earlier this year. We are pleased to say that a donation of £200 has been made to both of these charities.
The next Client Satisfaction Survey will be taking place in early 2018 and in the meantime, if you have any questions regarding the results in the survey, please contact us here.