Annual survey highlights growing satisfaction with service
RELEX’s latest survey of user attitudes points to record levels of satisfaction with the support and service they receive from the company.
The poll of more than a hundred RELEX customers found that 87.3% of those who responded completely or somewhat agreed that they were satisfied with the service from the RELEX project teams, up from 64.8% two years earlier.
Asked if they were satisfied with the subsequent service from RELEX’s customer support, 85.3% agreed completely or somewhat, up almost 20 percentage points in 2 years.
As one respondent put it: “It is such a pleasure working with the RELEX team; requests / questions are always addressed within a couple of hours!”
“It is such a pleasure working with the RELEX team; requests / questions are always addressed within a couple of hours!”
When RELEX is compared with its competitors, the company scores even more highly with more than 80% saying that working with RELEX was easier (up from 63.7% two years earlier), while the numbers strongly agreeing with the proposition more than doubled from 24.5% to 52.7% in that same period.
Customers were also asked if RELEX adapts to their changing needs with ease. Again the percentage of positive responses is growing (76.2% in the latest survey against 66.6% twenty-four months earlier), but the numbers agreeing strongly have doubled in that time.
Another participant explained: “RELEX offers an outstanding system, in terms of flexibility and adaptability, and is an exceptionally customer-oriented company. They paid close attention to what we said and many of the changes we suggested have been implemented in the system. Our collaboration has worked very well.”
“RELEX offers an outstanding system, in terms of flexibility and adaptability, and is an exceptionally customer-oriented company.”
“Although the sample size is relatively small it’s very encouraging to see such a positive indication of satisfaction with our customer service and support,” says RELEX COO, Tuomo Pesonen. “We always strive to put our commitment to customers at the heart of our business and our customers generously thank us by recommending us to others.”
“We always strive to put our commitment to customers at the heart of our business and our customers generously thank us by recommending us to others.”
The performance of RELEX systems also emerges strongly from the survey, with 80.2 % agreeing completely or somewhat that ‘RELEX has matched our expectations and needs.’
However, while the numbers rating RELEX overall as good or excellent have remained strong at 83.2 %, the figure is still down by a point or two from earlier surveys.
“It’s probably not statistically significant,” says RELEX’s VP Product, Tommi Ylinen, “as the sample size is modest. However, it’s a reminder that the demands on supply chain management software are constantly increasing, as are expectations. And as an R&D driven company we’re determined to stay ahead of those expectations.”