May once again marked the time for our annual customer survey. Thank you to everyone who took part! Your responses give us valuable insights into where we are succeeding and where we can improve. Below, we’ve gathered the key findings from the survey.
How we conducted the survey
Our online customer survey received 222 responses, including 146 complete responses from around 100 different organizations. Respondents included contacts for our services, main users, reception staff, and other employees.
For every survey response, we donated one euro to the John Nurminen Foundation to support the protection of the Baltic Sea. The donation could also be increased by providing us with a lead as part of the survey. Thank you to everyone who participated!
In addition to our annual survey, we continuously collect feedback through short surveys on our sales process, deliveries, and customer support. We also share the results of these surveys from the past year below.
Systam as a partner
Our customers rated their satisfaction with our operations on a scale of 1–5 (1 = Not at all satisfied, 5 = Very satisfied). The average score across all areas was 4.3/5.
NPS
NPS is an internationally used metric for measuring customer satisfaction and loyalty. Our NPS question asks: “How likely are you to recommend Systam to a friend or colleague?”
An NPS score above 0 generally indicates that more customers would recommend the service than not. Our NPS score this year is +50, calculated based on all feedback received through both our annual customer survey and our other feedback surveys.
The benefits of our services
We asked you to evaluate the benefits our services provide through a series of statements. The percentages of positive responses below are calculated based on respondents who expressed an opinion.
Among users of Systam Visit, our visitor management service, 97% feel that the service has made inviting visitors easier. 96% said it has also improved security, while 92% feel it has improved the visitor and customer experience.
For Systam Pass, our induction service, 100% of respondents said the service has improved security and made their organization’s operations more efficient. 94% also feel that the service has made their own work easier.
Among users of Systam Rooms meeting room displays, 100% feel that the displays help support their organization’s brand and image. 94% also consider the displays reliable, while 93% feel they have made operations more efficient.
Conclusions
We are genuinely happy and grateful for the positive feedback we received. It’s great to hear that we have succeeded in what matters most to us: creating real value for our customers.
At the same time, we won’t simply rest on the positive feedback. The survey also highlighted areas where we can do better. Your open comments in particular helped us understand where there is still room for improvement.
Being close to our customers is important to us – especially when help is needed quickly. That’s why we’re investing even more in smooth customer service and support, as well as in our ability to solve challenges quickly and easily. At the same time, we continue to develop our services based on your feedback and needs.
We’ve taken concrete action based on your feedback – and in some cases, we were already ahead of it over the summer. We’ve strengthened our Customer Success team to make sure help is more readily available when you need it. At the same time, we’ve clarified and expanded our service guides, making it easier to find answers both during implementation and in everyday use. We’ve also thoroughly reviewed our hardware and software, making the necessary updates and replacing equipment where needed. The results are already showing in a more stable and reliable service. Some of you may have even spotted us in your lobby replacing hardware.
A big thank you to everyone who responded to the survey! We truly appreciate you taking the time to share your feedback.
