2012 Customer Satisfaction Survey

29 Jun 2012 Customer Satisfaction Survey

91.7% of respondents would recommend e3 to colleagues, peers, friends or family.

2012 Customer Satisfaction Survey

As part of our ISO 9001:2008 quality accreditation, we have recently completed our Annual Customer Satisfaction Survey.  With a sample of 162 companies, we received 61 responses (an uptake of 37% above the 15-30% industry average) and we’re very grateful to everyone who participated.

We’re really pleased with the results, and feel that we can confidently say that our rapid business growth has been matched by increased customer satisfaction levels. The survey showed us areas of strength, such as the:

  • Usability and intuitive nature of the LearnForce LMS, quality of courseware and consistently high levels of quality customer support.

Equally, it highlighted areas for improvement, such as the ability to save reports, and a range of new course titles we can explore.

Any improvement feedback we have received has been entered into our ISO non-conformance system to be addressed and factored into future planning. Already, we are pleased to announce that we have released our updated user report that enables a range of new reporting functions, and the ability to save and re-use report settings.

A few key results:

  • 4.48 out of 5 respondents are likely to use e3 in the future
  • Since the release of LearnForce Version 7, we have seen significant growth in satisfaction in its features, effectiveness and usability.
  • The rating of quality for the e3 Support Team has increased from an average result of 3.9 to 4.27 out of 5.

The survey showed that our customers feel we consistently deliver excellent value and quality as an elearning provider, and our overall satisfaction rating out of 5 has increased to 4.03.

Here’s what some people had to say:

“For Nokia Siemens Networks Australia, e3learning’s online training solution is effective and cost-efficient. The reporting features let me review performance and compliance. The new “WHS Harmonisation” content is a great way to share important information with staff”.

Stephen Wong Head of Service Quality Management Global Services ANZ, Nokia Siemens Networks

“e3 has provided a wide range of courses that meet our needs for ongoing staff training and development. Where standard courses did not already exist, e3 has been helpful in meeting our needs for specialised courses and discussing our further needs. With the help of the e3 suite of courses our workforce of approximately 1500 staff have access to the training they need when they need it. Managers have the benefit of being able to track training completions and produce reports where/when necessary for accreditation and compliance purposes”.

“e3 have provided excellent customer service with allocating a project manager to our organisation to allow for clear communication lines and extremely prompt and efficient service”.

“Having used other LMS’s before, the e3 LMS is extremely simple and intuitive. The system allows bulk training to be uploaded to staff as well as tailored to individual performance and learning goal requirements. I would highly recommend this system”.Lend Lease Aged Care