Customers value reliability and partnership
In the fall of 2012, Tekla conducted a customer satisfaction survey to assess its performance and need for development as a customer oriented professional partner. Innolink Research Ltd was responsible for conducting the survey.
The survey was sent by email to over 2,000 Tekla Infra & Energy business area’s customers. Over 600 responded to the survey, resulting in a response rate of 28%.
Customer feedback is important for a business to succeed. Tekla continues to develop its operations on the basis of the customer satisfaction survey results, focusing on the issues the customers consider important.
Customers are satisfied with systems and operations
Satisfaction with Infra & Energy’s systems and operations has stayed at the same high level as last year, as can be seen on the basis of this year’s survey and the previous survey.
In all, 80% of the customers are satisfied or very satisfied with Infra & Energy’s operations in general. 19% are partly satisfied and partly dissatisfied, and only 1% of the customers are dissatisfied or very dissatisfied.
In all, 73% of customers are very satisfied or satisfied with the Tekla systems used in their organization. In addition, 25% are partly satisfied and partly dissatisfied. Only 1% of the respondents are dissatisfied or very dissatisfied.
Customers recommend Tekla
When asked whether customers would recommend cooperation with Tekla to their colleagues, the responses averaged 8 on the scale of 0–10 (where 0 = not at all likely … 10 = very likely). 14% of the respondents would be very likely to recommend Tekla as a cooperation partner (grade 10).
Tekla has been very successful in a number of individual factors in its operations. The customers, for instance, ranked the following among the most successful factors:
• The system provider is reliable
• The system is reliable
• The software significantly assists users in their work
• A good relationship with the representatives of the system provider
• Cooperation with the system provider is pleasant and smooth
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