Tekla Infra & Energy’s Customers Even More Satisfied

11 May 2012

At the end of the year 2011, Tekla conducted a customer satisfaction survey to assess its performance and need for development. Innolink Research Ltd was responsible for conducting the survey.

The survey was sent by email to over 2,000 Tekla Infra & Energy business area’s customers. Over 600 responded to the survey, resulting in a response rate of 27%.

Customer feedback is important in order to keep the business going in a positive direction. Tekla continues to develop its operations on the basis of the customer satisfaction survey results, focusing on the issues the customers consider important.

Customers are satisfied with systems and operations
Satisfaction with Infra & Energy’s systems and operations has increased from last year, as can be stated on the basis of this survey and the previous survey.

In all, 84% of the customers are satisfied or very satisfied with Infra & Energy’s operations in general. 16% are partly satisfied and partly dissatisfied, and only 1% of the customers are dissatisfied or very dissatisfied.

In all, 79% of customers are very satisfied or satisfied with the Tekla systems used in their organization. In addition, 20% are partly satisfied and partly dissatisfied. The share of dissatisfied and very dissatisfied customers is only 1% of the respondents.

Customers recommend Tekla
When asked whether customers would recommend cooperation with Tekla to their colleagues, their responses averaged 8,1 on the scale of 0–10 (where 0 = not at all likely … 10 = very likely). 16% of the respondents would be very likely to recommend Tekla as a cooperation partner (grade 10).

Success factors
Tekla has been extremely successful as compared to customer expectations with regard to a number of individual factors in its operations. The customers, for instance, ranked the following among the most successful factors:

  • Both system provider and system are reliable
  • I have a good relationship with the representatives of the system provider that I am in contact with
  • The software significantly assists me in my work
  • The system provider is committed to long-term cooperation
  • The system is being actively developed
  • The system provider offers a good support service

 

Additional information:
Maria Nivala, Research Director, Innolink Research Ltd
Tel. +358 50 326 0866
firstname.lastname@innolink.fi

Natasa Anttila-Rautio, Marketing Manager, Tekla Infra & Energy
Tel. +358 400 641 189
firstname.lastname@tekla.com