MAM Software reports high customer satisfaction

Posted: 07-03-2018

2018 customer survey results show year-on-year increase in levels of satisfaction across the board

MAM Software is pleased to report the results of its annual customer satisfaction survey. The survey revealed a year-on-year increase in satisfaction and attracted lots of positive comments.

MAM customers were asked a series of questions about the professionalism, knowledge and response times of MAM's technical support team. The survey reflected an increase in customer satisfaction across multiple areas, including staff's willingness to help and overall satisfaction with MAM in the past 12 months.

Respondents praised staff professionalism, with 94% expressing that they are 'very' or 'quite' satisfied, an increase of 4 percentage points from 2017. Another area which showed a rise in satisfaction at 86%, was MAM staff's ability to explain things clearly, an increase from 82% the previous year.

Customer satisfaction with staff responsiveness to requests or issues also increased from 71% in 2017 to 83% in 2018.

Satisfaction with staff courtesy remained high, with 95% of respondents expressing that they were 'very' or 'quite' satisfied and saying that staff were "always polite, very helpful and pleasant".

90% of respondents expressed positive satisfaction with with staff knowledge and 90% said they were 'quite' or 'very' satisfied with the service received on their last call.

As well as increases in levels of satisfaction, the survey reflected strong levels of brand loyalty. 86% of respondents expressed that they were likely to remain an MAM customer going forward. Also, 8 out of 10 survey participants said that they were likely to recommend MAM to other people.

"We're delighted with the results of our customer survey, and we'd like to thank those who took part for all their feedback," said Robin Darnell, Director of Group IT at MAM Software.

"Our reputation is very important to us, and we're thrilled that our customer base is happy with the service we provide. After acting on the response from last year's survey, it's very rewarding to see that the improvements we've made have had a positive impact on customer satisfaction."

"We will work with the feedback we have received and continue to strive to improve our products and services."

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