Every spring, we invite you to take part in our Annual Customer Satisfaction Survey. It is the foundation for what we call our “Customer Listening Program,” and is the most comprehensive customer feedback instrument that we have at Mentor.
Each product division participates in development of the survey, and results are shared with corporate executive management and the product groups to drive improvement throughout the company. Your input allows us to better tailor our products and services to your needs. Our goals are to make you more productive and make your job easier. We would like to share a few findings from this year’s effort:
Response: Our response rate increased in 2010. We received well over 5,000 responses from over 2,000 companies. These responses provided us with thousands of detailed assessments of many areas that have been undergoing thorough review by our product, support and documentation groups.
Highs and Lows: The attributes you rated highest for satisfaction this year are the levels of knowledge of our AEs, both in the field and in the SupportCenter. Your lowest satisfaction was with SupportPro, our technical newsletter. You also told us that software performance and speed could use improvement.
Support Attributes: You are generally satisfied with support, find it easy to reach our support team, and rate the knowledge level of our support engineers well. You also give good marks to our technical training. You rate us well on license and software delivery. You would like to see us continue to work on our documentation (especially more examples).
Product Quality and Loyalty: The Product Quality gap – the difference between importance and satisfaction – showed improvement over our 2009 results.
For the third year in a row, satisfaction with Overall Product Quality, Quality of New Version Updates, and Technical Support are the attributes that have the highest correlations to customer loyalty.
Results from this survey form the basis of our Product Quality Improvement Award, given annually to the team whose product shows the greatest year over year improvement in satisfaction scores in Overall Product Quality and Quality of New Version Updates. This year’s winning team is the group responsible for DA-IC/IC Station Suite.
If you responded to this year’s survey, we thank you for the feedback. It’s invaluable to better understand your needs and drive change in many areas of the company. We are currently in the planning stages for the 2011 version, and look forward to your continued input and support.
If you have suggestions or questions, please feel free to leave a comment.