MAM 2008 customer survey returns positive results

The MAM 2008 survey reveals that customers are overwhelmingly satisfied with the level of support they receive from the Support Services department.

Printable version 25 June 2008

The MAM Software annual support survey has once again revealed high levels of satisfaction amongst its customer base. Importantly, the results also show improvements in satisfaction on a year-by-year basis.

In this year's survey, 83.5% of respondents expressed that they were happy or very happy with the overall service they had received over the past 12 months. This figure was up from 77.5% in 2007.

This upward trend was repeated across all responses, including several key areas that MAM have been targeting in the last year. Respondents were happier with time taken to answer calls, respond to requests and resolve issues. An increased number of people were happy with issue updates and staff knowledge received higher scores than in 2007.

"It's pleasing to see that the continued efforts of MAM staff are being translated into tangible and sustained improvements in service delivery" commented Robin Darnell, MAM Software's Director of Support Services. "However, we recognise that there is still room for improvement, so we will continue to examine every aspect of the services we provide to make certain we continue to advance our levels of support."

Significant changes to the Support Services department are planned for later this year when MAM will relocate to new premises just off J36 of the M1 at Tankersley. "The relocation to new premises will enable us to consolidate all elements of support into a single, dedicated facility. Having the entire support team together in one location will provide major benefits in terms of productivity" explained Darnell. "We're installing a state-of-the-art phone system and call centre management software that will enhance our ability to handle calls considerably." 

You can download the complete results of the survey as a PDF file from here.