Written by Robert Szücs-Winkler, CEO – denxpert
We claim that denxpert probably has the most satisfied clients in the EHS market. Today I would like to explain why this claim is not exaggerated, and what we do to deserve this trust. First of all, this year was the first time we asked ALL our users globally – and not just the key contacts – about how satisfied they are with denxpert, using the Net Promoter Score method. It is a standard way to measure customer satisfaction. The results speak for themselves.
As mentioned in the 2021 Verdantix EHS software study “Some vendors noted that their customer satisfaction Net Promoter Score (NPS) was under 20, which is well below the industry average of 34 for software firms established by NICE Satmetrix, the co-developer of the NPS.”
And this is where denxpert is:
So, I want to show you what we are doing to understand the real needs. Firstly, we have some internal metrics to see where we are heading. On support we are collecting all requests from users who are having any kind of difficulties. Our definition for that is, if a client sends us a bug report and we have to write back that everything is all right, they just need to set up something or use it differently. This does NOT mean that our client failed to use our tool properly, rather we failed to deliver a product easy enough to use that such questions do not arise. Our yearly goal is to have less than 70 such tickets from thousands of requests coming to our support portal. Every request like this goes to our product owners to evaluate and if possible, come up with future enhancements to avoid such challenges for our clients. Just imagine how much time a client is wasting on unnecessary support requests due to bad planning.
We also do a lot of interviews with clients. We usually carry out two type of interviews: one to understand how they operate and what challenges they are facing and another which is a prototype testing to see if they can use the new features without any training (who reads training materials these days? Nobody….). Functions are thus validated from both a user requirement (as they struggle with the topic) and usability point of view.
The 3rd pillar is that our product owners are coming to us with best in class in- field expertise. We hire people for product definition related roles with years of real life experience and an attitude for digitalisation. This helps a lot in having more productive discussions with our clients.
Thank you for reading about our path and what we believe it is the right way to go. Does this mean we get less feature requests out? Maybe, but those going out are the most relevant for our clients and they can even enjoy it without extensive training.