In November 2017 KISTERS invited all users of our water solutions to participate in a comprehensive customer survey. The results provided very useful customer feedback: statistical analyses on the one hand and on the other hand high-quality comments - with praise and suggestions for improvements.
Great variety of participants
Participation was higher than in typical customer surveys. We received feedback from all over the world, more than 60 % from our clients in Europe and almost 20 % from clients both in the US and in Australia. The participants showed great variety in terms of experience with our software, company size and fields of application. Thus we got a universal view of our solutions.
Top results for flexibility, reliability and support
Feedback confirms that our solutions fulfil the users’ needs on a very high level in two important aspects among others: Three-quarters of the participants are highly satisfied with the flexibility of our solutions. Nearly as many participants rate the reliability as good or even very good. And above that, our technical support scored high in terms of availability, response times and resolution quality.
Clear trend toward web applications
Many participants, especially workflow users, stated that they would like to see more applications running in the web browser. This confirms our conceptual understanding of specialist users, workflow users and public users as well as our development strategy towards more web applications.
Thank you to all for taking time filling out the questionnaire. Of course, we are going to further analyse your comments and suggestions. Our team of developers and solution area managers is already working on the identified improvement areas. We will keep you informed in the upcoming user groups in Australia, the US and Europe, and in our newsletters.