NPS survey responses

The customer responses from our NPS survey are reported on across our business and used to establish or pivot numerous strategies and guide our R&D investments to ensure we’re delivering our customers truly great products and services.

Reflecting on the past year, we've taken your feedback to heart. Thanks to your valuable input in 2023, we're excited to share that we've introduced:

• Solution Industry Leads: Recognising that our consultants work across various industries and modules, we've introduced Solution Industry Leads. These Leads possess deep knowledge of your industry-specific needs and software architecture, effectively bridging any gaps.
• Project Portfolio Managers: We've introduced Project Portfolio Managers to drive quality outcomes within our Consulting Service. Project Portfolio Managers promote a consistent customer experience by ensuring adherence to PSRs and stage gates, as well as your overall satisfaction.
• Support Incident Managers: These managers oversee and coordinate the resolution of critical incidents and potential privacy and security issues. They ensure swift and effective responses to high-priority customer concerns, acting as the central contact between you, your stakeholders, and our internal teams.
• Support Service 'Follow-the-Sun' Approach: This approach within our Support team enables us to work on your cases around the clock, with teams simultaneously addressing new and old cases to ensure continuous support.
• Product Performance & Quality: We have continued to increase our overall investment in performance and quality, both being key focus areas for the 24A and 24B releases. Internally, we have a dedicated team focussed on ongoing uplift in our platform performance, both proactively working on known areas to improve; and where issues are detected, working with clients and our platform to resolve. All changes benefit all clients as they are made to the platform. We have also increased our investment in automated testing to find and address any issues before they are released. The result for you? More reliable updates with fewer disruptions to your operations.