Because customer satisfaction is our top priority: In addition to customer feedback from sales conversations and events, more comprehensive insights into current customer satisfaction were gathered via the Mesalvo Mannheim customer service portal for the four product lines.
Especially in customer support, Mesalvo demonstrates that competence is not just a buzzword – it is paramount.
The ratings range from 4.86 to 4.94 on a scale of 1 to 5, with 5 being the highest. Individual results were:
- Response time: 4.90
- Resolution time: 4.88
- Expertise: 4.94
- Satisfaction with the solution: 4.86
The resulting overall score of 4.89 is no coincidence. “The team leaders of the responsible support teams regularly analyze customer satisfaction, discuss results in team meetings, and contact customers if necessary to understand the background of their ratings. As a result, we have continuously introduced process improvements and thus achieved a high level of process maturity. Our customers and auditors have pointed out that we clearly stand out from competitors with these results. This outcome is especially due to the excellent collaboration with our customers,” says Markus Barian, Director of Support at Mesalvo.
As part of support process optimization and system landscape standardization, Mesalvo plans to implement this quality measurement across all product lines in the future. This is intended to ensure that all Mesalvo customers benefit from excellent service. Mesalvo sees the positive feedback as confirmation of its successful focus on outstanding customer service and innovative solutions.
