We would like to begin with a big thanks to all those who took the time to participate in our annual Customer Satisfaction survey. As part of our ongoing efforts to improve our service, products and company as a whole, the input from our customers is the most important starting point for any improvements. Last year, based on the findings from our first survey, we identified customer service and communication as the two areas needing the most work. As a result, we created an entirely new department - 360 services, and a host of assorted services and technologies, including our FinnChat mobile app, Eagle Eye Application monitoring, plus standardised and extended service hours. The effect has been dramatic on our service performance:
- The average first response time reduced from 1 day, 10 hours, 19 min in August to 12 minutes in November.
- The average resolution time is changed from 1 week, 1 day, 16 hours in August to 4 days, 3 hours in November.
- The amount of SLA violated tickets dropped from 21 to 3 per month.
And we were pleased to see this year that our service improvements have driven a corresponding boost in our survey results.
Results
Our overall customer satisfaction rating improved from 73% to 81% - a marked improvement. Many of the comments shared mention that our renewed focus on customer support and service made a big difference over the past year. This was further evidenced by our team receiving near-perfect ratings for:
- Customer oriented approach
- Expertise and knowledge
- Interaction and communication skills
- Back Office tool (26%)
- Platform compliancy in different markets ( 13%)
- Ready Payment provider integrations (11%)
- Custom developments (11%)
- 360 Support Services (11%)
We also received a very high satisfaction rating for our products, particularly Titan, 360 Services, front end and Games Support (average 90% rating).
"Down-to-earth, straightforward, knowledgable platform supplier."
"Professional, responsive & great to work with."
"Finnplay is one of the best providers in case of own system development, the developers and support persons know how the system works what we could do with it, and advise us the best solution. I’m glad to consider the attached persons as coworkers, and sometimes even as a friend."
We also were able to learn the next areas for improvement, based on ratings and feedback: Innovation and Payment Support. So in the upcoming year, we will turn our attention towards those areas of our business and determine what needs to be done to improve our performance and we will implement a plan to achieve it!
Once again, we greatly appreciate the valuable feedback, and we will use it to continue to grow and improve our delivery for our partners!