2019 Customer Satisfaction Survey Report
In this month’s newsletter, we are pleased to share the results of our 2019 customer satisfaction survey, which focuses on Support and Product for customers under support. The purpose of the survey is to strengthen our relationship with clients and constantly improve our products and services.
The yearly customer satisfaction survey is part of Siveco’s ISO 9001:2015-certified Quality Management System, audited by Bureau Veritas.
Respondent profile
90% of customers took the time to respond to the survey and 38% of the responses came from managers, demonstrating a very high level of engagement. The response rate is the same as last year, in spite of a shorter survey period and less follow-up calls.
A pioneer of Smart Operation & Maintenance, Siveco provides solutions based on Coswin, bluebee® and bluebee® cloud. The following chart shows the share of different solutions under support, by number of users.
Siveco solutions benefit from a long history, over 30 years from Coswin, over 10 years for bluebee®, 15 years in China. As technologies keep changing, Siveco proposes a proven upgrade path to customers. We keen track in particular of Coswin versions: in 2019 74% of our clients used the latest generation Coswin 8i.
O&M improvement remains the main motivation for upgrading to a “smarter”, more flexible, easier to interface, modern solution. However, with Microsoft ending support for older Windows operating systems, greater awareness of IT security issues and 4.0/Smart trends (including mobility) have become strong motivators for clients to upgrade to Coswin 8i (released in 2014).
Satisfaction with support
Since 2010, Siveco offers two levels of support plans, “Standard Support” and “Enhanced Support”, which comprises a yearly improvement plan, onsite assessments and monthly remote coaching. For 2019, clients continue to give positive feedback on Siveco China support, including 100% satisfaction in most areas.
The percentage of positive responses (total “Strongly agree” and “Agree”) is comparable to last year, however the percentage of “Strongly Agree” has increased significantly compared to 2018.
This is confirmed by the following question: the graph shows the parts of support services that customers “strongly agree” are the most valuable.
The ranking of support services that are considered the most valuable by customers shows that services which are not part of traditional software support are highly valued (software vendors usually provide hotline support, bug fixes and rights to upgrade, charged between 18-22% of license fee annually).
In 2019, many clients purchased additional training that allowed their team to become more self-sufficient with their system. Demand for such training remains strong.
Satisfaction with products
Product satisfaction was high in 2019, in particular feedback on user experience is overall very positive. Furthermore, 100% of respondents say the system helps their work and 96% are willing to recommend Siveco solutions to others.
More specifically for bluebee®, practical benefits have been observed by clients, in line with our motto “for the worker of tomorrow”, with a positive response rate of 100% and over 30% of “strongly agree” to all questions.
A specific question was dedicated to HSE in the survey, considering the strong regulatory push in the past few years and the perceived importance of the topic. Siveco developed Risk Prevention features in bluebee® since 2010 and Coswin 8i now also included safety-related functions.
New needs
In the 2019 survey, we also looked into customers’ new needs in terms of our Smart O&M solutions: mobility for operations came in first with 69% of positive responses (up from 58% in the previous year). This demonstrates a growing interest in extending the usage of mobile solutions further than maintenance, which has been Siveco’s consistent message to the market for many years already.
Other Smart O&M features ranking over 25% of interest include: bluehoney online maintenance management training, large interactive display of plant performance, calibration and methodology management, integration with 3D BIM models.
Finally, interest in bluebee® for smart glasses (21% of positive responses) grew strongly from 4% last year. This product was released in 2018 and our project, in partnership with hardware supplier LLVISION, went live at the end of 2019.
The 2019 survey results show growing interest in innovations developed by Siveco, some of them initiated years before concepts became popularized (examples include bluebee®, BIM for Asset Management, the smart glasses solution), putting the company at the forefront of innovation. The company will continue to invest heavily in innovation, through its bluebee® lab R&D Center in Shanghai as well as cooperation with universities and partners.
Communication Channels
For general information about the company and its offering, we asked existing customers what were their preferred communication methods:
The company website is the surprising winner (40%), with the WeChat official account a close second.
As for workshops, in addition to Open Class Training during the year (one per quarter, open for clients under Enhanced Support) and various conferences, our 15-year ceremony-cum-exchange workshop was held in November 2019 at the luxury Hellas House in Shanghai, allowing clients to talk to each other directly, receiving great feedback from participants.
Conclusion
As a result of this survey, improvement actions for 2020 have been defined based on our findings and will be managed by our Customer Service team as part of the company’s quality management process.
A more detailed report will also be sent to all customers, along with a list of improvement actions taken in 2019 (based on last year’s survey) and actions planned for 2020.
