Every three months, our Customer Success team surveys our customers in both the Radio and Managed Communities industries to get a gauge on the value that Fabrik is currently contributing to your business, and how we can improve our service to you.
This is done in 2 different ways:
1. Quantitative information A survey is emailed to each of our Fabrik administrators, i.e. those who have login access to applications such as Smashboard and Echocast. The responses give us quantitative information regarding how our product and services are being received across our base of administrators.
2. Qualitative information Our team also conducts in-person interviews with a segment of our Fabrik client base to gain qualitative insights into how Fabrik is contributing to their success.
In the final round of customer interviews for 2020, our team received some interesting feedback which we’ve taken on board and used to iterate our product and service delivery.
In general, our customers scored us 7.67/10 for innovation and found the platform ‘handy and innovative’, noting that the platform is ‘constantly evolving and improving’.
Some of our customers felt that the recording workflow on Echocast could be improved and we’ve taken that to heart!
A useful suggestion on Smashboard was for a preview of the message to appear when hovering over it. Our dev team determined that this would be a quick (and delightful!) user experience improvement, and have already implemented this functionality to Smashboard.
To view all our recent updates, check out our Release log.
Adding Value to our Customers
Our customers scored us 8.5/10 in terms of how well the platform meets their needs, and 83% of customers surveyed felt that the platform had contributed to improving their teams’ workflows.
In specific, one customer mentioned the fact that the ability to remotely access Fabrik’s web-based applications was very useful, and our Metrics data visualisation and reporting tool was specifically mentioned as a feature that makes it much easier to provide post-campaign reporting to clients after app-driven campaigns.
Our Customer Success team have been working intently to provide our customers with exceptional customer support. We are elated that, in general, our customers are extremely satisfied with the way in which we support them and their app members, scoring us 9.33/10 on our Support provision.
In terms of the frequency and quality of our communication, all of the customers surveyed feel satisfied with our current routines around communication.
One customer mentioned that they would like to see content in the monthly Fabrik Features Update that is more relevant to their professional services business, so we will be implementing a new monthly newsletter for our PAL communities from February onwards.
Propensity for Digital Change
Within the survey, we also wanted to gauge our customers' perceptions about their organisations’ own ability to implement digital change and transformation.
In general our customers gave their businesses a confidence rating of 7.87/10 in their ability to implement digital change and transformation in their organisations. This is a 10% increase from the previous round of surveys, denoting an improvement which we hope is due to our more robust Customer Success engagement and workshops!
Whilst they are eager to embrace change within their organisations, some customers felt that they were limited in terms of time and resources which stopped them from achieving what they would have liked to in the last quarter.
While our surveys and interviews are scheduled every three months, you are always welcome to send us any feedback you might have. And as always, we would love to hear of features or tweaks that would make Fabrik more useful for you and your team.