Following Up on Feedback

By | Customer Experience, Engagement, Industry | No Comments

This is the second in a series of posts about how we utilize customer feedback. Catch the first post, Our Customer Survey Philosophy, here.

It’s the new year! As I am sure you are at this time of year, we are goal setting. We want to be the Most Loved software partner in the health & fitness space and that isn’t just a 2017 goal it is our vision for the future…and we believe your feedback is a big part of what will help us achieve that goal.

Ever wonder what happens after you complete our survey?

As a follow up to my last blog post, I want to give you an update on our actions since our most recent request for your feedback on how we can get better at providing you and your organization. Our mission is to become the Most Loved and in order to do that, we must earn your trust and deliver exceptional experiences with every interaction you have with our team and our products.

We want to thank the 550+ people who took the time to share opinions and experiences with us. We learned a lot from the survey comments and we were able to find themes throughout the comments that helped us uncover actionable items.

Our team reached out to over 180 respondents to get more information on your comments in order to take appropriate actions. Here’s just a few of the outcomes you can expect from the feedback we received:

  1. Improved communication on our product road map including delivery timeframes
  2. Enhancements to our training offerings for all platforms
  3. Friday Free Consulting time for our CSI/SpectrumNG customers (and the same offer stands for our Daxko Operations customers as always!)
  4. Webinars showcasing product release enhancements and best practices
  5. Consistency in system performance and fast resolution to long term cases

This isn’t the end of the story. We will continue reaching out to more of you each quarter following our survey to ensure everyone has a chance to be heard. Of course, your input is welcome at any time outside of our quarterly surveys as well. My email is mharrison@daxko.com.

Our Customer Survey Philosophy

By | Customer Experience, Engagement, Industry, Organizational Health, Trends Reports & Surveys | No Comments

“Where DOES my feedback really go?”

At Daxko, each and every team member takes your feedback very seriously! It helps us continue doing the right things right and the other things better.  We wouldn’t be in business without you, our wonderful customers, so thank you.

As you may have noticed, we have recently changed the way we solicit your feedback. For some of you reading this (our legacy Daxko customers), you’ll remember we used to ask a lot of questions twice a year. For others like our CSI customers, you may have never received a survey at all. Now we are surveying all customers quarterly, with just one question plus an opportunity to provide additional comments. This simple, yet well tested approach, gives us insight in a quick, easy way and increases the likelihood of more people responding.

We care about what’s important to you.  In fact, we read Every. Single. Comment.

Daxko’s goal is to have each of our customers be a RAVING FAN. We know we have to earn this status and are working hard to achieve it. It’s no joke to us.

Finally, once you give us your candid feedback, we get to the best part. Starting with our October 2016 survey, a Daxko team lead will be calling to “close the loop” with many of you who gave us the opportunity to hear your feedback, positive and not-so-positive.

Why do we do this?

We care about what you think, and we want to provide you with EXCEPTIONAL EXPERIENCES.

These surveys help us do that in 3 key ways:

  • Understand your feedback on a deeper level
  • A chance to resolve any outstanding items
  • Share any relevant updates

We think this type of two-way communication is SUPER important for a strong partnership!

So, thanks in advance for your feedback.

 

Molly Harrison is Daxko’s SVP of Services. She and her team work to create exceptional experiences for Daxko customers each and every day.