April 16, 2009: O'Neil Software 2009 - Q1 Customer Satisfaction Results

This last quarter was time for us to undertake a customer satisfaction survey with the help of Microsoft and TNS Prognostics. The goal of the survey is to ensure that we understand where we are doing well working with our customers and where we can do better. The survey results can be enlightening and humbling, ensuring we remain focused on improving. In this quarter, we invited over 500 customers to take part with 25.2% actually completing the survey. The graphical results, which have been presented to us in a different form to previous years, are shown below:

Software - Key Drivers
The Driver analysis below identifies the important drivers of software performance. Combining performance (vertical or y-axis) with derived importance (horizontal or x-axis) allows you to identify the areas which most effectively drive software performance.




Training - Key Drivers
The Driver analysis below identifies the important drivers of training performance. Combining performance (vertical or y-axis) with derived importance (horizontal or x-axis) allows you to identify the areas which most effectively drive training performance.




Support - Key Drivers
The Loyalty Driver analysis below identifies the important drivers of technical support performance. Combining performance (vertical or y-axis) with derived importance (horizontal or x-axis) allows you to identify the areas which most effectively drive technical support performance.




Customer Loyalty
The Customer Loyalty Segmentation maps the health of your customer base and breaks it into four categories: Champions, Moral Supporters, Captives, and Rebels.




Key Performance Indicators
The percent of customers indicating that our company's overall performance is outstanding or exemplary for each area by giving our company a score of 8 or 9 on a 9-point scale.



We would like to thank everyone for taking part. We will study these results and continue on our quest to improve in areas where we need to. If you are reading this post, you are interested in this approach and so we would also like to invite you to contact us to receive an invitation to take part in the next survey.