That is why we are committed to listening closely to our customers and implementing improvements based on their feedback. In this article, we focus specifically on the feedback received from customer satisfaction surveys in 2023 and 2024 and what we have learned from them.
Development and Impact of Customer Feedback
We regularly use customer satisfaction surveys to measure product-market fit. This means that we ask our users how useful they find QualityDesk and what development needs they have in mind. These surveys are sent monthly, but each user receives the survey 1-3 times per year, and the responses guide our development work.
In 2023 and 2024, we received a great deal of feedback, both praising existing features and providing constructive suggestions. In total, we received 260 pieces of feedback, of which 143 were clearly positive and only 18 were negative.
73.9% of respondents said they would be disappointed if QualityDesk were no longer available. Most responses highlighted how QualityDesk has helped experts, supervisors, and sales teams create a more systematic and transparent way of working.
Benefits and Challenges of Customer Feedback
Based on the feedback, we can say that QualityDesk has been a significant tool in the development of customer advisors and salespeople, in quality management, and in coaching.
For example, users have praised the transparency provided by the service and the ability to track their own development. Giving and receiving feedback has become easier, as all discussions, evaluations, and coaching sessions are collected in one place. This has helped customer service representatives improve their work methods and supervisors better support the development of their teams.
The feedback from users has been mostly positive, but we have also received valuable criticism that helps us further improve the service. Many users have described how “QualityDesk helps supervisors ensure that things are documented and can be revisited with an expert if needed” and that “evaluations are easy to complete, and tracking personal progress is straightforward.” The ease of use and comprehensive support provided in team coaching have been praised, and users especially appreciate the ability to track the performance of their team and individual employees.
Critical feedback has often been related to the clarity of the user interface and the usability of the system. For example, some users have found that “the system is a bit rigid” or that “finding coaching sessions can be cumbersome.” Based on this feedback, we have made concrete improvements, such as clarifying the user interface and enhancing reporting features to ensure the best possible user experience for everyone.
How Do We Develop Based on Feedback?
We are particularly proud of how quickly we have been able to respond to our users’ feedback. Our customers appreciate our agile development and openness to make changes according to their needs.
QualityDesk users have, for instance, requested improvements to the clarity of the user interface, reporting features, and coaching documentation. Based on this feedback, we have already implemented 33 development points, which means that QualityDesk receives an average of 1.5 new features or improvements each month according to our customers’ wishes.
This development is only one part of our ongoing effort to improve the service. Additionally, we continuously carry out broader development work based on feedback from our customers through other channels, as well as our own expertise. We will continue to improve QualityDesk to ensure it meets our users’ needs as effectively as possible.
Thank You to Our Customers - Your Feedback Matters!
We want to thank all our users for their valuable feedback. Thanks to you, we can continue to improve our product and provide even better tools for quality management and coaching. We hope you will continue to provide feedback in future surveys, as your insights are key to the development of QualityDesk!
Best regards from the QualityDesk team!
