At the end of 2020, Configure One achieved a 96% Customer Satisfaction (CSAT) score! We also received three badges on G2—Highest User Adoption, Best Relationship, and Users Love Us. These accolades show that our customer service and satisfaction is among the very best in our industry!
“One of the reasons that our Customer Success team is so highly regarded is the partnerships we form with our customers. This collaboration goes beyond the onboarding process and addresses multiple areas within our customers’ environments. Service drives everything we do at Configure One. We know how stressful it can be to introduce enterprise software, and we strive to make the experience as easy and pain-free as possible. If you’re not happy, we’re not successful. It’s as simple as that.” stated Dan Howe, VP Professional Services.
“This score is the culmination of many years of work within our company,” Celeste Conrad, Director of Customer Success, pointed out. “We take customer service very seriously and strive to provide durable solutions.”
What is CSAT?
CSAT is a common method for quantifying customer satisfaction. This performance indicator helps track how satisfied customers are with our software and implementation services. By using this popular metric, we can see what our customers think of our services after a major event such as onboarding, implementation, or after customer service interactions or a major software update. All these interactions (and the customer’s evaluation of them) provide a snapshot of how well we are performing at each point in the implementation process.
Why is CSAT important?
Our entire business is predicated on the idea of providing top-notch customer service. The implementation of our software solution is not the end of our business relationship with our partners. Instead, we continue to support our customers and improve on our solution with major software updates throughout the year. That is why CSAT is so important to us. In order to know what we are doing well and what we need to improve, we must track our customer’s satisfaction.
“We take pride in the positive relationships that we build with our customers and celebrate wins with them,” Celeste Conrad adds. “Because our customers know that we are laser-focused on their success, they are able to candidly share with us their feedback, which we carefully analyze and use to drive our continuous improvement efforts.”
Why do we track CSAT?
In the past, companies often only heard from their customers when something went wrong. This would be like only being able to see the bad reviews of a company without an idea of what we are doing well. While it is certainly important to improve on areas that need to be fixed, it is also important to celebrate achievements and successes such as having high CSAT ratings. By constantly tracking our CSAT scores, we can also see if there are changes over time that may need to be addressed so we can course-correct if needed.