These are the results of the anonymous survey sent to the primary and technical contact at all of our customers.
A clear first was exemplary support. This was nice to see as we are proud of the support we deliver and it is important to us too. So yes, we will continue to deliver that support.
What came next was lower price followed closely by new features and 24/7 support. To speak first to the lower price ranking: we can deliver exemplary support, new features, and 24/7 support. Or we can dial all that back and lower our prices. We can’t do both. You deserve a direct answer from us.
Windward is built around some core principles. Awesome support and constantly creating cool functionality are core to our culture. To deliver that means we cannot lower our price. For those that are happy with what we presently have and would prefer we switch to offshore support, no new features to deliver lower prices – I’m sorry but that’s not us. With that said, we do now have lower subscription pricing (flex) and I am happy to talk with you if you’re interested in converting over.
To those that are willing to pay for the awesome support and new features – I’m happy to see that this is very important to a lot of you.
On the 24/7 support issue. We can do 24/5½ support which would be Monday morning Asia Pacific to Friday afternoon California time at double the present maintenance charge if about 20% of our customers are willing to pay for this. It would mean support people in Ukraine & the Philippines would be handling questions during those off hours. If this is of interest, please contact me.
The last item that received a high ranking was training & webinars. We will be increasing this. We are also in the process of creating more training material. And for those of you unaware of it, please check out our Quick Start guides. These are detailed training guides to help new users get up and running quickly.
Everything else ranked pretty low and so we won’t be putting much effort in on those.
Fundamentally a 9 or 10 is love it, a 7 or 8 is like it, and a 6 or lower is a no. The results were:
So breaking it down, 15% are no, 34% are like it, and 51% are love it for a NPS of 36. It could be better, but this is not bad. Based on the comments those that are unhappy mostly fall into two groups, one that wants more features & fine-tuning of the existing features and another group that wants lower prices. We’re doing our best to make the first group happy on improving the product.
There were a lot of good suggestions and not room to list them all. But I want to speak to a couple:
If any of you felt you were not heard in my response, please call (303-499-2544 x1185) or email me. I won’t promise to agree with you, but I will listen to you.
Again I appreciate everyone taking their time to fill out the survey. We do make use of it. It specifically was a strong vote to us here to: 1) Keep support in-house here in Colorado, 2) Put even more effort into documentation & training, & 3) That we made the right decision spending more on our QA effort.