Looking back at the first three customer satisfaction surveys

In the fall of 2021, we introduced our new customer satisfaction survey (KTO). From a comprehensive survey every two years, to bi-monthly and short cyclical. This changed approach ensures that we can better involve you, the customer, in our content, while at the same time improving our services faster. We have now been on the road for more than three quarters of a year and in this article we would like to update you on the results achieved so far.

Response rate and sentiment

In recent months, we sent out KTOs to 1,500 respondents three times. Each survey contained different questions and was sent to different customer groups. Among all respondents, the proxy and provincial customer groups had the largest representation. Overall, these three surveys yield an average sentiment of 69% positive and 31% negative. This average is based on the order percentages:

• Block 1: 16% response of which 69% positive, 31% negative
• Block 2: 9% response of which 73% positive, 27% negative
• Block 3: 10% response of which 64% positive, 36% negative

The positive sentiment comes mainly from our customers' cooperation with ANVA. The most satisfied responses focus on contact with our service desk and/or consultants. In particular, the accessibility, cooperation, expertise and assistance of ANVA employees is highly appreciated. Of course, areas for improvement have also been mentioned. The negative sentiment focuses on dissatisfaction with price increases and communication around quotations. The overall provision of information is also mentioned as a point of attention by some of our customers.

Values and open feedback

In addition to input about our software and services, we also asked our customers to rate ANVA based on ten key values. The results are as follows:

In addition, in every KTO there is plenty of room to leave open feedback. This is how we found out:

• Our focus according to customers should be primarily on (the future-proofing of) our software;
• Different customer groups believe that our software could better meet their needs;
• Confidence in a future with ANVA among some ANVA customers could be better, they mostly need closer contact;
• There is a lot of dissatisfaction with communication from ANVA. This particularly concerns communication about the future of ANVA: our roadmap, vision, product development, releases, error reports, etc;
• Our respondents miss communication or don't know where what is available.

Concrete actions

And now the key question: what are we going to do with all this information? To make that as clear as possible, we would like to list all our action points for you:

• We want to involve as many customers as possible in our KTO and conduct relevant surveys among the target groups we approach. Regular feedback and actions from ANVA is also part of this;
• We measure sentiment among our customers every KTO and actively look at whether we can link the mood of our customers to activities within the organization. We can then take action on this;
• We use the NPS twice a year as a thermometer of our customers' customer satisfaction. We remain transparent in where we can follow up and what this means for you as a customer;
• We are improving our bi-weekly sprint reviews so that we can get more value out of the sessions with our customers and you as a customer can also provide more feedback on our software;
• Following feedback on communication from ANVA, we have decided to conduct more targeted research into the wishes of our customers regarding our information services. We use this input for targeted improvements within the organization;
• We are continuously improving our (lean) work process within the service desk so that we avoid mistakes, there is less waste and we help our customers faster;
• We are placing greater priority on good (telephone) accessibility. From our customers we are already getting the first signs that our accessibility is improving;
• We are improving our ticketing process, with more clear communication with the customer whether the solution is satisfactory and tickets are picked up faster. In addition, we check extra whether responses have helped and continue to monitor new and high priority tickets;
• We are improving ANVA Help so that our customers can more easily and quickly find the right information on their own.

Collaborate and give your opinion

Besides sharing your irritations, frustrations and hopefully the occasional compliment, you help us fill out the KTO to make ANVA even better suited to your needs, working methods, offerings and services in the future. We are therefore very happy to ask you to participate in the survey.

If you participate in the KTO, you can also view all results in real time. This is because we believe it is important to be transparent. Are you not yet on our list of respondents? Please let us know by sending an email to anva.nl We will make sure that you receive the new questions around August 23, 2022 directly in your mailbox.