At the end of 2024, we conducted our annual customer satisfaction survey to get feedback and learnings from all our valued clients. The survey was designed to help us understand how they have experienced our services, uncover challenges, and identify areas for improvement in 2025. Here are the main findings and what conclusions we have drawn from them.
Overview of the Survey
In this year’s customer satisfaction survey, we received responses from almost all of our clients. In some cases, more than one respondent answered for the same company.
Our survey process was designed to cover the essential areas. We believe we have a balanced perspective on our client satisfaction and their expectations. The survey included both quantitative and qualitative questions. This approach gave us valuable metrics and deeper insights into each client’s experiences, which are critical for us to improve services and strategies.
What We Heard
- Satisfaction Levels
Most respondents expressed delight with our services. Many (84.6%) described their experiences as “very satisfied”, and happy with the quality of work, dedication, personal service and expertise we provide. 15.4% reported being “Satisfied”. All respondents answered either “Very Satisfied” or “Satisfied.” - Personal Recognition
Some clients took the opportunity to acknowledge the outstanding contributions of our team members. Our team has a positive impact, from its problem-solving capabilities to exceptional support. This feedback encourages us to continue developing our talent. - Challenges and Recommendations
Most clients did not raise any major concerns, though some pointed to specific aspects of their projects that could be improved. The feedback will help us improve our processes and ensure a better experience. Many clients stated they would recommend us to others, praising our expertise, service quality, and personal approach. This feedback confirms the value of our efforts and drives us to uphold and exceed expectations. 85% of the companies said they would recommend us to others; The remaining 15% did not answer the question! - Suggestions for Improvement
A few respondents highlighted specific skill areas that could be enhanced based on earlier challenges. This feedback will help us focus on providing our staff with the right training and improve our processes, ensuring we continue to deliver top-notch services. - Future Collaborations
Feedback about the future of collaboration was optimistic. Several clients anticipated expanding their engagement with us in 2024/25, citing trust and capacity to handle complex projects as driving factors. One client acknowledged that their contract would expire at the end of 2024, allowing us to explore renewal or other collaborations.
Our Response and Actions
The feedback from the survey will help us improve our approach for the coming year. Key actions we plan to take include:
- Maintaining Excellence: Continue delivering the high standards our clients have come to trust.
- Addressing Challenges: Identify root causes of reported issues and take appropriate corrective actions.
- Enhancing Skills: Further train our team to meet evolving needs from our clients:
- Communication
- Increase the number of senior resources with competence in Software Architecture and User Experience (UX).
- Leveraging Artificial Intelligence as it becomes more and more important in client projects.
- Emphasising enhanced practices in Safety and Security.
- Proactive Engagement: Work more closely with our clients so we can foresee and address challenges before they arise.
A Heartfelt Thanks to our clients
We sincerely thank all our clients who participated in the survey. The customer satisfaction we have received this year makes us grateful for the trust our clients place in us and reminds us of the importance of staying humble in our work. We value the relationship we have with all clients. Your feedback celebrates our successes and inspires us to try even harder to serve and to improve our competence and expertise. As we enter 2025, we are committed to enhancing the quality of our services to ensure that our collaboration with you remains rewarding.
This survey shows the strength of our partnerships and the mutual trust we’ve built. We look forward to another year of joint success and growth.