Every year, we ask our customers what they think of our products and services. Despite another strong 12 months, here’s how we’re striving to add even more value across your project’s lifecycle.
Last year, 91% of MiTek customers said our software was “best in class.” When we counted the 2023 survey’s results, that figure remained the same, still an industry-leading 91%.
According to one reply: “PAMIR continues to be the best software in the market, with the backup available from helpdesk and engineering being excellent.” Another said, “We run PAMIR alongside other software, and they are worlds apart! PAMIR is so superior.”
Other key highlights included:
- 100% of customers “highly rate” our design solutions
- 99% “highly rate” our training courses
- 95% “highly rate” our remedial services
Adam Williams, Director of Technical and Engineering Services summed up the survey’s findings: “We’ve spent the past year making sure we’ve invested wisely in both our software, and the level of partnership we offer customers. The new survey appears to suggest this approach has made a positive impact.
“We’ve stayed aligned with what the industry wants and created solutions to facilitate those outcomes. Keeping our ears open to the kind of functionality people need has been as important as our ability to develop and deliver software.”
This year, 100% of customers “highly rate” our Business Systems Helpdesk response time. 89% “highly rate” the response time from our WoodEngine Helpdesk.
Another area of focus has been more comprehensive, widely available training. Construction businesses want to develop their people. Spreading knowledge more efficiently makes operations safer and more competitive.
In 2023, 99% of customers “highly rate” both the quality and the availability of our training courses. 86% “highly rate” our skills webinars. Responses reflect the quality of training: “onsite training is always great. I’ll always listen in, the method of teaching the software is always geared towards real-world scenarios.”
How are we responding to feedback?
So, what else are we doing to build on these encouraging results? Critically, we’ll be prioritising more frequent site visits and increased customer face time. The insights we’ve been able to get from day-to-day conversations this past year have been invaluable. Doubling down on this approach will help us gather even more input.
It’s a safe bet that the industry’s future is software-driven. We’ll keep on investing in PAMIR and PAMIR Walls to ensure we stay ahead and continually add value.
Looking to the future, we want to be there at the forefront of evolving technology. Our teams want to be the first to know what works, so we can pass that info onto you. That’s why we’ve joined an international MiTek programme that’s driving advanced automation, ideal for better timber engineering manufacturing.
In uncertain times, trust and financial security are perhaps the greatest things we can offer our customers. We’ll continue to leverage our international presence and global network to ensure we’re always here when needed. We’re not going anywhere except forward.
Thank you all for another 12 months of partnership and collaboration. Here’s to a prosperous year, and to everything we’ll build together throughout 2024 and beyond.
