22 TOPDESK MAGAZINE - MARCH 2015

YOUR OPINION COUNTS
Customer satisfaction survey 2014
At the end of 2014, over 2000 customers from
different countries shared their opinion on the
development of our tool and our organization.
We also asked customers whether they would
recommend us.

Net Promoter Score

TOPdesk performs two types of customer

One of the most important customer satisfaction figures is

satisfaction measurements: during and after

the Net Promoter Score. To determine this score, each

an individual implementation, and the annual

customer is asked how likely they are to recommend TOPdesk

customer satisfaction survey held among all our

to customers and acquaintances.

customers. Intermediate surveys help us find out
whether the implementation was up to par; the

100

customer satisfaction survey helps us find out
whether we’re headed in the right direction as an

80

organization.

60

------------------------------------------------------40

Do you want to perform your own customer

20
55%
passives

7% detractors

0
1

2

3

4

5

6

7

38%
promoters

8

9

satisfaction survey using TOPdesk? Please contact
us to discuss the possibilities.

10 score

Measuring this score at several moments gives our organization
a good idea of whether the improvements affect our customers’
satisfaction. In 2014, those improvements resulted in a Net
Promoter Score of 31, doubling our score from 2012. Next year
we’re aiming for even better results!

38% promoters - 7% detractors = 31

Thank you!
TOPdesk would like to thank you again for sharing
your opinion. The winner of the raffled prize has
been informed via our Twitter account.

TOPDESK MAGAZINE - MARCH 2015 23

Ease of the cloud, or everything in your own hands
The most important themes of this year’s

SATISFACTION REGARDING THE SOFTWARE

customer satisfaction survey included TOPdesk’s

40
More than two-thirds of our customers rate TOPdesk an 8 or higher

communication about our tool, the development of
our tool and Software as a Service (SaaS). The most

30

interesting results came from the question why our
customers did or did not use a SaaS environment.

20

Customers with an on-premises licence
mentioned that the main reason for their choice

10

is having the required capacity, infrastructure and
knowledge, as well as feeling in control. TOPdesk

0

SaaS customers mainly indicate that outsourcing

no
1
opinion

technical management to our security officers

2

3

4

5

6

7

8

9

10

is very easy. For 1 in 5 customers this is even a
SATISFACTION REGARDING SERVICES

conscious decision.

Almost three-quarters of our customers rate our services an 8 or higher

What’s more, SaaS customers like getting to work

25

with TOPdesk immediately, without having to
worry about updates, daily backups or the right

20

certification. An interesting detail about the

15

entire customer satisfaction survey: SaaS users

10

are generally more satisfied about TOPdesk than

5

on-premises customers.

0
no
1
opinion

2

3

TOPdesk SaaS

Policy

On-premises licence

Safety

4

5

6

7

8

9

10

Required infrastructure
available / not available
Ease of management
Technical management knowledge
available / not available
Technical management capacity
available / not available
40%

30%

20%

10%

Don’t know / no opinion

WHY CUSTOMERS CHOOSE TOPDESK SAAS OR AN ON-PREMISES LICENCE

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