ETAP News


home
ETAP Releases Results of 2013 Customer Satisfaction Survey
click for larger image

Customer Satisfaction Survey

ETAP Releases 2013 Results

In a survey conducted among ETAP’s 10,000-organization customer base, the leading highlights of the ETAP Customer Satisfaction Survey included:

  • Recommend ETAP
  • 97%
  • Continue to use ETAP
  • 98%
  • Overall satisfaction with ETAP
  • 98%
  • ETAP’s technical support
  • 90%*
  • ETAP’s quality
  • 99%
  • Rely on ETAP for future projects
  • 94%
  • Support during first 90 days
  • 99%

    ETAP regularly conducts customer satisfaction surveys as part of its internal Quality Assurance efforts, as well as to comply with requirements from standards bodies like the International Standards Organization (ISO). ISO believes that customer satisfaction is one of the key elements for the success of an organization, as the information obtained from monitoring and measuring customer satisfaction can help identify opportunities for improvement of the organization’s strategies, products, processes and characteristics that are valued by customers.

    As a result of its organization-wide customer outreach to “keep an ear to the marketplace,” approximately 95% of ETAP’s software features originate from user suggestions, and 75% of the Company's operating budget is dedicated to product Research & Development.

    “We are always striving to achieve the highest standards of product quality at ETAP, and are gratified that our customers say we are doing an exemplary job serving their needs,” said Nazan Roshdieh, Vice President of Quality Assurance at ETAP. “While we are pleased that we scored between 94% and 99% satisfaction in these critical areas, we won’t rest until every ETAP customers gives us perfect scores across the board.”

    Prospective and current users interested in learning more about ETAP’s Quality Assurance program can do so at ETAP.com/QA

    *Our recent Customer Satisfaction Survey results show that a number of ETAP users are under the impression that they no longer can call us with their questions. We are glad to let you know that this is not the case; you can always call us with your technical support questions or use the ETAP Help Desk to submit your questions electronically. The advantage of registering for the ETAP Help Desk is the capability of documenting your support questions and referring to any previous questions you had asked. To learn more about the ETAP Help Desk click here.