TOPdesk conducts customer satisfaction survey
This year marks the 10th anniversary of TOPdesk as an independent organisation. The users of TOPdesk have always had a big influence on both the development of our products and our organisation. At the beginning of May we gave every TOPdesk user the opportunity to give us their thoughts on the performance of TOPdesk in the form of a brief survey. The response of more than 26% of you (pleasantly) exceeded our expectations. In this article, we shed some light on those results that we found most striking. The definitive report contains more information and will shortly appear on our extranet.
TOPdesk
Besides for the support of IT management, just over 20% of TOPdesk users indicate that they (also) use TOPdesk for Facilities management. Specific applications include complaints and quality management, subscription management and ideas management.
The standard functionalities in combination with the modular build up of TOPdesk offer most users the desired and necessary functionalities. We certainly intend to investigate however, why one in eight users finds that TOPdesk contains insufficient functionalities. Interestingly, this score is in most cases unrelated to the size of the organisation. It is possibly related, at least in part, to the unfamiliarity of new or existing functionalities. Fewer than 2% of respondents gave TOPdesk’s user-friendliness an ‘unsatisfactory’. According to some users’ experiences, the report functionalities are too limited, just as time registration is. The price/quality ratio was considered predominantly satisfactory to good.
The performance of TOPdesk is worth noting. The attention given to geared optimisations during implementation of the software and from the help desk is clearly thorough. TOPdesk users in general are satisfied to very satisfied with the performance of TOPdesk. 
Help desk
Six in ten respondents agree – the help desk is the most important point of contact for TOPdesk. Despite a few exceptions, users are very positive with the responses to their queries. Just as one client indicated: “Not all questions can always be answered, but the communication is still outstanding!” According to most, the expertise of the employees is of a high level.
Most consider the quality of the solutions offered and the speed at which the calls are processed to be very positive.
Nevertheless, it demands our attention that 5% of the respondents are unsatisfied with the speed of processing. There appears to be a strong correlation between the quality of the offered solution and the speed at which the solution is offered. In other words, a good solution that takes a long time is no good solution.
Consultancy
The use of TOPdesk is to an important degree dependent on a success-
ful implementation. The increased length of implementation routes demands much knowledge and improvisation abilities. A known fact is that, during the implementation, the insights and objectives regarding the use of TOPdesk change. Only one in seven persons surveyed indicated that the results of the implementation entirely matched their expectations. In spite of this, 95% were satisfied to very satisfied with the guidance of the consultant.
A small number of those surveyed indicated that they would like to receive more information, especially in the area of updates and tips & tricks and it seems that not everyone is familiar with the Extranet, the Knowledge base, the TOPdesk Magazine and the TOPdesk Community. The cause of this possibly lies with the fact that much of our communication is geared towards one contact person and not each individual user.
Conclusion
The first customer satisfaction survey was successful. The large number of responses is illustrative of involved customers. These first results are very encouraging and will keep us on our toes. The evaluation of TOPdesk as a supplier and the product is generally very positive and steady. The planning and communication with regard to new releases has also been criticised. We will continue to do our best to take suggestions for improvement seriously in the area of procedures, communication and quality.
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