Strengthening Customer Satisfaction Scores through the Pandemic
Every year the Sigma Software Quality Department runs a Customer Satisfaction Survey to detect the level of customer satisfaction with the services and solutions we provide, to define areas of improvement, and to take steps to become even better. Despite the fluctuations of the pandemic and lockdown periods, the results of 2021 Survey for most areas were our best ratings ever and are significantly higher than the market average.
We are happy to share the findings of the 2021 Customer Satisfaction Survey with you - the highest ever satisfaction score of 97% and an NPS of 57, which is higher than the previous year and the industry average of 31. Customers who have been working with us for more than a year enhanced their degree of loyalty: the satisfaction level was nearly 100% for various metrics, and the NPS was about 81.
CUSTOMER SATISFACTION SCORE
NET PROMOTER SCORE
The current results are the highest ever achieved by Sigma Software. Satisfaction in 6 areas out of 8 have increased when compared to the previous year. The overall increase of the average satisfaction score across all areas amounts to 3 percentage points. The highest increase is in the Account Management and Ability to Meet Deadlines areas, which were the focus of our efforts based on the outcome of the previous Survey.
This year`s list of respondents includes over 70 clients – companies working in various business domains, Enterprises, Product Houses, and Startups. The survey was conducted with the help of a chatbot in order to improve client engagement and to optimize the completion time.
Annual Survey Background
The Customer Satisfaction Survey has been conducted by Sigma Software since 2016. We focus on eight different areas: team efficiency, communication with the customer, quality of products delivered, project management, domain knowledge, technical skills, ability to meet deadlines, and account management. The areas suggested for evaluation were equally weighted in importance for all types of companies we work with. In addition to these areas, we asked our customers to evaluate the level of overall satisfaction with our cooperation.
The respondents were also asked how likely they were to recommend Sigma Software to others, which is a standard question used to measure the Net Promoter Score.
The reason why we started conducting the Customer Satisfaction Survey is our commitment to non-stop progress of our expertise, growing specific competences, as well as implementing best practices of software development and project management.
“Our aim is to establish long-term trustworthy relations with all our customers, to understand what customers like about cooperation with us and what can be improved. Receiving customer feedback through this Survey is very valuable for us and I thank our customers who took the time to fill out the Survey. We will carefully examine all of the answers and do our best to address the areas that need attention.
I also appreciate all the hard work of our team that made it possible for us to reach the highest ever customer satisfaction score. Thank you for your contribution and my congratulations on this outstanding result!” says Evgeniy Bachinskiy, Quality Director at Sigma Software.