in depth...

The customer survey results are in!

Our annual customer satisfaction survey is by now an intrinsic part of our operations at Ardenta, both as an ISO20000-1 certified organisation, and as an organisation that is keen to develop good working relationships with all our customers. It is important for us to utilise our technical expertise to help our customers drive benefits out of IT. We do this by responding to the very unique needs of our customers.

The survey presents our customers with the opportunity to contribute to our service improvement plan, and it comes at a time of year when the industry at large looks forward as well as back. This year, the conclusion and findings of the survey coincided with Computing’s CIO report*, based on interviews with 12 leading CIOs, and the way they see their role. The report offers plenty of interesting insights on how the role of IT is perceived; great lessons on what organisations want from suppliers; and opinion trends, some of which we believe resonates with our customers.

The general finding of our customer survey lists our ability to understand technical needs, our flexibility and professionalism, along with our technical capability and responsive service as key reasons for our services being recommended. With a total satisfaction score at 77%, we are delighted at the confidence our customers show and look forward to developing this further. Your feedback suggested that a road map for the future would be desirable, so we are currently looking at ways in which we can help our customers plan ahead, foresee events and be on the front foot of industry trends. Aside from being proactive with regards to your IT environment, we also wish to ensure our communications address your individual needs.

The survey has also done some good for a selection of charitable causes. Ardenta extended donations to charities of our customers’ choice in lieu of offering a prize draw or similar incentives for taking part. The charities selected by the survey respondents were: Action for Children, British Heart Foundation, Children With Cancer, Hackney Family Back up, Médecins sans Frontières, MIND and RSPCA.

“We value our customers’ willingness to provide feedback on their needs, be they technical or otherwise. We are lucky to be agile enough to respond to feedback swiftly, and to address customers’ needs directly,” says Neil Truby, MD of Ardenta.

The next survey will make its way to you towards the end of the year, however, we remain open to your input all year round so please do not hesitate to get in touch. Computing’s recent CIO Report highlights the mutual dedication to developing the relationship between customer and supplier as a key element in successful IT. In other words, efforts to gather feedback in an open and honest way benefits both parties. Increased efforts to balance in-house skills with outsourced services shows that suppliers and customers are willing to work together to ensure that the ideal service solutions are provided in a flexible way. The CIO report in particular highlighted the move away from incumbent suppliers who lock customers in for extended contracts. Small suppliers retain flexibility in delivery, in contract terms and ability to review, along with speed where projects demand. We know that our customers in particular appreciate our agility and flexibility, and the flexibility starts with a willingness to listen to what our customers want, and taking a structured approach to making service improvements.

*You can read the CIO report and a summary of the same here (the link opens up in a new window).


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