The 2007 user survey included results
from users of all Surpass products,
including Centriva, Surpass Select,
Surpass SL, Surpass CL, and Surpass
Copycat. Customers rated specific
features of the programs, methods of
customer support, and overall
satisfaction with Surpass products and
services.
Overall Satisfaction
|
85%
of Surpass customers gave
ratings 8, 9 or 10 on a scale of
1 to 10 |
|
“I
like best how comfortable the
staff makes you feel. There is
no dumb question for them. A
really great staff.” |
|
“Love
Surpass . . . . you are doing a
great job!!!!” |
|
“Keep
up the wonderful job you are
doing! I NEVER want to use any
other program--I am spoiled by
Surpass-- your service and the
fact that you actually listen to
our needs!” |
| |
|
|
Product Satisfaction
88%
of Surpass customers gave
ratings 4 or 5 on a scale of 1
to 5 |
“I
think that Surpass is designed
with the user in mind and is
constantly updated to reflect
that. I love it as it is.”
|
|
“I
came kicking and screaming to
Surpass from Follett. I now love
my Surpass software. I still
feel there is much I need to
learn about the features but I
have really appreciated it this
year.” |
| |
|
|
Phone Support Satisfaction
82%
of Surpass customers gave
ratings 4 or 5 on a scale of 1
to 5 |
“Telephone support it is
BEST!!!!!!” |
|
“The
telephone support was the most
helpful because she guided me
through the process and stayed
on the line until complete.” |
|
“I
love being able to call support
and speak with very
knowledgeable people who can
help with any questions I
have. They are always so
patient!” |
| |
|
|
Action Points Listening to our customers both
encourages us and lets us know
where we need to improve. Here
is a sampling of what we are
doing better!
|
We've made
changes to Surpass Support phone
system to make sure almost all
calls are answered live. Already
we are seeing that these changes
are meeting that goal. |
|
We are updating the "wish list"
process to make it easier for
customers to request new or
improved features. |
|
We've just unveiled an
overhauled Surpass Community
Listserv. Enrolling and keeping
up with postings is much easier
and has already lead to
increased traffic in this
customer-to-customer forum. |
|
We
are producing a series of
webinars and on-line tutorials
in response to customers who
requested more on-line training
resources be included in their
support subscription. |
