(Jedox topped 12 categories in this year’s BARC Planning Survey. Our new 12-part blog series tells you why “Business Benefits”, “Ease of Use” or “Implementation support” should be on your check list when choosing business software. 10th category: Customer Satisfaction)

Looking at the Whole Picture: Customer Satisfaction

When patrons go to a restaurant, they go for more than the food. The food should be excellent, of course; but so, too, the ambiance and service. If any one of the three fails, the customer experience is less than exceptional. Only when the experience is remarkable do restaurants establish the customer loyalty that sets them apart. The gap between five stars and four is larger than it seems on first consideration.

Customer satisfaction is measured by more than one metric

The same holds true for all businesses: while a product, service, or support may attract customers, it’s the totality of the experience that will leave them delighted. Customer satisfaction is measured by more than one metric.

In earlier posts, we spoke to product satisfaction, vendor support, and implementation support; it is the aggregate performance across these areas that result in customer satisfaction for users of software. In each of these categories, Jedox was ranked number one among providers of development-oriented planning solutions.

What Users Are Saying about Customer Satisfaction

For those involved in business intelligence software selection, among the most important resources are the independent assessments done by the Business Application Research Center (BARC). BARC just released its 2016 Planning Survey, the world’s largest survey of planning software users.

Among those using development-oriented planning solutions (i.e., solutions that allow customers to implement totally individual planning requirements), Jedox ranked number one in terms of customer satisfaction, scoring 9.2 points and therefore higher than the peer group average in that sector (4.0) and higher than the nearest competitor (5.8). Here is BARC’s viewpoint on Jedox’s top-ranking performance in this category:

BI Planning Survey Customer Satisfaction

“’Customer satisfaction’ is an aggregated KPI combining the results of the ‘product satisfaction’, ‘vendor support’, and ‘implementer support’ KPIs. Jedox has great results in all three, achieving a leading ranking in the aggregated ‘customer satisfaction’ KPI and outpacing local competitors such as BOARD, Corporate Planning and Cubeware in the process. Customer service and satisfaction are clearly very important to Jedox.”

(Source: BARC THE Planning Survey 16)

 

When customers speak, prospective customers listen

“Jedox is a modern, versatile BI tool that we can flexibly adjust to our own needs. The software offers a new world of opportunities for digital reporting. Our daily work is much more efficient and enjoyable as well.“ –  Martin Schäfli, Head of Management Accounting, Repower AG.

“If you do build a great experience, customers tell each other about that,” said Jeff Bezos of Amazon. In the BARC survey, this observation holds true, as Jedox was also ranked at the top in terms of customer recommendation.

To download the complete summary of Jedox in the BARC study at no cost, you can go here.

 

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