Revealing continuing improvement in levels of customer satisfaction and loyalty, Scala Business Solutions has released the results of its latest half-year customer survey, covering the period January-June 2002, which questioned over 1 100 customers in 16 countries around the world. The study showed a 5.3% year-on-year increase in overall customer satisfaction across all business areas backed up by a hefty 72% who would be willing to recommend Scala software to another company.
Opinion at the extremes was also significant with just six customers (0.5%) rating satisfaction at less than 40% while 28% expressed total satisfaction, a 42% increase on the 2001 survey. At a time when many companies are considering their IT investment options, users also rated investment in new product highly. The greatest level of satisfaction recorded was from users of Scala's new Collaborative ERP software, iScala 2.1, commercially released in May.
Earlier this year Scala was commended for its approach to using these surveys to monitor customer opinion in a report by the Institute of IT Training (IITT). The organisation audited Scala's customer support facilities while judging their suitability for IITT Accredited Support Centre Status. The final report confirming Scala's accreditation said: "Scala should be commended on the rigor of its approach and reactivity. [It] commends particularly the processes for client survey, performance monitoring and rigorous management reporting."
"Enterprises must consider more than just the impact of price when they examine return on investment," says Mike Burdett, Scala's Chief Executive Officer, emphasising that software is no different to other large purchases. "Rapid implementation is one factor that must be set alongside continuing after sales service and support. What is vital is that there is an established basis for regular communication to ensure the relationship stays productive, that the shared vision remains aligned, and that together we plan for change and deliver value."
Burdett says the survey validates Scala's approach to customer service. "In an era of increasing competition and uncertainty, finding a supplier committed to supporting the needs of its customers is paramount. Experienced business managers have always known that it all comes down to how happy the customers are," he concludes.
A summary of the survey results is available at www.scala.net/downloads/#corporate.
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