April 2008
Results of MatchWork Partner Satisfaction Survey 2007
We have now received the results of the first MatchWork Partner Satisfaction Survey which is now established as an annual programme – part of our long-term commitment to our client partners.
The top-line findings are summarised below and action points for 2008 will be based on this input.
The survey was designed to gain in-depth and systematic knowledge about client-partner satisfaction with our products, services, support and communication – and to elicit qualitative views on new products and features.
The response rate of 51% was very satisfactory for this first exercise and the feedback was very positive with 81% expressing overall satisfaction with MatchWork’s products and services.
This good result was surpassed when we asked about service and support, as exactly 90% of clients expressed satisfaction with the support they receive from our regional support teams, with as many as 57% ‘extremely satisfied’.
Following on from this, 72% expressed overall satisfaction with our communications approach. This is good to know and we appreciate that, within the results, there were some very useful pointers on relevance which have been noted.
100% support for MatchWork’s business model
The survey also underlines that we all share the same strategic view – “your brand, our technology”, as the right approach for publishers in the online age.
Here are some additional highlights from the survey: -
- 95 % of you rate us as a customer-oriented company, with a 45% ‘excellent’ rating.
- 93% of you rate us as pleasant to work and deal with, and the ‘excellent’ rating is 58%.
- 76 % of you rate us as ‘expert’ in the business area of online classified solutions, with a 36% ‘excellent’ rating.
- 80% of you find that we live up to your expectations, with 45% finding that we have exceeded your expectations.
- 91% will recommend the MatchWork products/services they use to others, 42% will definitely do so.
Overall, this is a very positive picture but it will not make us complacent – quite the opposite for, while we are proud that 80% of you rated our products as good or excellent, we are redoubling our efforts in this area. So, if you think our products are good today, we wonder what you will think when we release a complete new generation of products this year.
In addition, we are upgrading our procedures to follow the principles of ‘OpenUp’. This will help us to ensure the efficient handling of change requests, upgrades and new development work and our client partners will soon experience the benefits of this.
We will be reporting in detail on the next steps, action and progress during 2008 via our newsletter ‘Online Classified Update’.