Customer satisfaction.

An April 1998 survey of 107 callers — every one of them phoning in to report a problem — still scored CADVision 4.2 out of 5, and 95% said they would recommend it.

4.2 / 5

Overall satisfaction

95%

Would recommend CADVision

107

Survey responses

April 1998

Survey date

2.1 min

Avg. hold time, May 1998

The Survey

Customer-support staff surveyed 107 callers to the technical-support line during April 1998, grading CADVision on six aspects of its service, from 1 (poor) to 5 (excellent).

A Tough Sample

What makes the result notable is who answered: every respondent was a customer calling in with a problem. Even so, they rated the company 4.2 out of 5 overall, and 94.5% said they would recommend it to others.

Fixing the Weak Spot

The lowest score — speed in answering the phone (3.4) — had been the weak spot in earlier surveys too. CADVision added support staff in March 1998, and the average on-hold time fell from 7.6 minutes to 2.1 by May.

Loyalty

Satisfaction showed up where it counted: dial-up customers renewed at about 70% a year — among the highest retention in the industry — and business accounts at nearly 95%. In exit surveys, the most common reason for leaving wasn’t price or service — it was moving out of Calgary.

4.2 out of 5 — from people who were calling in with a problem.

How 107 callers rated us

Response average, 1 (poor) to 5 (excellent) — April 1998 customer service survey

Courtesy of support staff

4.4

Clarity of phone instructions

4.2

Knowledge of support staff

4.2

Overall satisfaction

4.2

Speed diagnosing the problem

4.0

Speed answering the phone

3.4

012345

Average time on hold

The average wait fell sharply after support staff were added in March 1998

March 1998

7.6min

April 1998

3min

May 1998

2.1min