MAM 2007 customer survey returns positive results

MAM customers overwhelmingly satisfied with the support they receive

Printable version 17 April 2007

Results released today from MAM's annual survey reveal that customers are overwhelmingly satisfied with the level of support they receive from the Support Services department.

Almost all respondents said they were happy with the courtesy and professionalism of MAM staff and the vast majority said staff were willing to help and explained themselves clearly.

Respondents said they were pleased with improvements made in the last year and many expressed their appreciation for the new extended opening hours.

The results also indicate improvements in the response times of the Support Services department. Compared to previous years, the results show that an increasing number of customers are satisfied with the time taken to answer the phone, respond to requests and resolve issues.

Today's survey results are collated from questionnaires which asked customers to express their opinions on a series of subjects such as staff, responsiveness and general issues. Customers were asked to rank their feelings from 1 (very unhappy) to 5 (very happy).

In every instance, the majority of respondents gave a minimum score of 4 (happy). The notable exceptions were questions concerning courtesy and professionalism, where the majority of respondents gave a score of 5 (very happy).

Robin Darnell, MAM’s Director of Support Services, said "This year's results confirm that we're on the right track - the vast majority of our customers are happy with the level of support they receive from the Support Services team".

"However, we are not complacent and have been examining the survey findings in detail to see where improvements can be made" explained Darnell. "The survey has provided us with a valuable understanding of the needs and expectations of our customers. Over the coming months, we'll use this information to focus our efforts and further enhance the quality of our Support Services".

"For example, we're already implementing a number of internal procedures to reduce the number of callers reaching our answerphone. This figure currently stands at less than 3%, but we hope to reduce this even more".

"We're also working on improving our customer communications. Last year, we introduced a new support website and e-mail update service; both of which are designed to keep customers informed of the progress of their incident logs. Feedback from current users is very positive and we'll look to encourage widespread use of these services across our entire customer base". 

For the full results of the survey, please download the PDF here. For more information regarding MAM's support services, please visit their website at www.mamsoft.co.uk/support