As part of our philosophy of continuous improvement, we conduct regular customer surveys to get direct feedback on the areas our customers are happy with and the areas they feel improvements could be made. This feedback is then fed directly back to each department to ensure the requisite improvements are made.
Satisfaction levels:
95% of Exponential-e’s customers said that they were either “very satisfied” or “satisfied” with the service they receive from us.
95% of Exponential-e’s customers also said that they were either “very likely” or “likely” to recommend Exponential-e to other companies.
Perception of Exponential-e:
We wanted to identify the way our customers perceive us as a company and asked what key words they would use to describe Exponential-e as a company. The results showed that Exponential-e is most commonly perceived by our customers as being:
- Supportive
- Customer Focused
- Flexible
- Innovative
- Cost effective
These emphasise our customer centric values and high levels of service quality that we pride ourselves on.
Service benefits:
When asked what benefits our customers had experienced since the installation of their Exponential-e service, two key areas really came to the fore - that of speed and that of performance. In fact, 84% of respondents said they now have much faster connection speeds than they had before and 63% chose to highlight the fact that they now experience improved network and service performance levels. 42% of those surveyed also stated that in addition to the benefits of speed and performance they have experienced cost efficiency to their network/service. Other benefits mentioned by those surveyed included easier management of your network/service, increase in employee efficiency and productivity, ability to provide more internal IT resources and reduced strain on internal IT resources.Purchase criteria:
Exponential-e was also interested in why customers buy its services and, specifically, the criteria which underpin the purchase decision. From the survey results it is clear that there are four key factors which have the most impact. Perhaps not surprisingly, operational stability and highest quality of service is critical. But defined SLA’s and financial stability scored equally highly.
Business drivers:
Looking forward, the results highlight some key business drivers which participants of the survey say will be important to them in the next 12 months. The top three are improving business processes, cutting operational costs and improving workforce effectiveness. These pressures on ICT budget being faced by Exponential-e’s customers explain their interest in virtualisation and the opportunities it offers to consolidate and reduce costs. These findings show the challenge ahead for Exponential-e in continuing to clearly quantify the benefit to the bottom line of any proposed solution either shown as a lower cost of ownership or as efficiency and productivity gains.
The future:
Virtualisation, remote working, security, data back-up and business continuity policies remain high on the agenda for most respondents. Commercial pressures mean that downtime just won’t be tolerated. This final section asked participants to highlight those technologies which they believe will be critical moving forward. The inclusion of solutions for remote working high up here comes back to the trend, which has already been identified, to find new ways to boost employee productivity. The survey shows that many companies want to provide their non-office based workers with highly secure connectivity to their corporate files from wherever they happen to be working, and whatever device they happen to have available. A secure remote access solution using SSL VPN technology, such as Exponential-e’s SAFE – Secure Access From Everywhere solution, is simple and inexpensive to deploy because it is provided from the cloud.
There is no doubt that Exponential-e remains committed to meeting the demands of its customers by investing heavily in leading industry solutions and delivering them to the customer with the service-levels which have so far helped to set the company apart.
