It might sound a bit of a cliché, but here at MiTek we believe in the importance of helping our customers be the very best they can.
That means making sure our software, products and levels of service are first class, and evolving to meet our customers’ changing needs.
That’s why we’ve been capturing customer feedback for many years. It’s part of our commitment to provide customers with partnerships that reflect how they design, make and build, and the products and services we develop go hand in hand with these needs.
Every year, we conduct a survey to capture views on MiTek’s software and our helpdesk offering and performance. We also seek views on Dedicated Services – which has expanded significantly in recent years, as customers grow their capacity and come to us for expert support.
It’s the feedback from these surveys that’s been helping us improve, year on year. And this year’s results are the best to date, seeing us score ‘excellent’ and ‘good’ across all services.
So, what have we learned this time round? Certainly, that our software is highly valued and the key takeaway from this year’s survey. 91% of customers regard MiTek’s software as ‘best in class’ – an accolade we’re pleased to have earnt off the back of continuous investment in the evolution of our programs. In fact, later this year we’ll be launching the very latest version of PAMIR, giving customers and designers the ability to model an entire house – floors, roof trusses and wall panels. We’re really excited about the potential this will open up!
Our software is the cornerstone of our Design, Make, Build ethos, so it’s really encouraging that 99% say our programs satisfy their business needs, and have confidence in our investment in developing new software to meet future requirements.
We’re also proud that 92% rate our design solutions as excellent/good and 100% rate our remedial service as excellent/good. This tells us that we’re doing something right, and that the improvements we make year on year are working for you.
We’ve listened to what customers told us in previous surveys and used this feedback to improve our helpdesk service. We’ve invested in this as well as in our wider support function so customers can rely on receiving the help and expertise they need, in a timely manner. 89% of our respondents say the service they receive from our Helpdesk is excellent/good.
We’ve also worked hard to ensure our customers benefit from great training, and we’re delighted to note that this service is viewed by users as the best it’s ever been.
As well as face-to-face training, customers can also access MiTek’s online interactive training sessions through TeamViewer. This means less travel and a much softer environmental footprint. When we asked customers what they thought of our training, 98% said it was excellent/good, while 95% rated the quality of our Skills webinar also as excellent/good.
Likewise, our Dedicated Services are continuing to provide a very relevant service, which our customers rate highly. Speaking about this year’s results MiTek’s Adam Williams, Director of Technical and Engineering Services said:
“We’re thrilled with this year’s results. They reflect the work we’ve put into listening to and responding to what our customers have been telling us. The overwhelming picture is one of positivity and we’re looking forward to continuing to work with customers old and new to ensure our offering meets their evolving needs. We’re excited by what’s to come!”
Thank you again to everyone who took part. We’re incredibly grateful and hugely value your time and input into the survey. And finally, congratulations to Daniel Smart of Taylor Lane Timber Frame, who we’re pleased to announce is the winner of the prize draw.
