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Earlier this year we repeated our customer satisfaction survey in order to see how well, or badly, Catalysts was meeting its customers' needs. To be frank, the feedback did identify areas where we are less than perfect but it also showed that we are still providing a highly regarded and valuable service to a wide range of businesses with publishing needs. The most reassuring result was that nearly 9 out of 10 users would recommend Catalysts to a colleague. We thank all our customers for such generous support.
Over the years the focus of our software and services has moved away from a pure concentration on Folio and NXT so that the firm now has a much wider range of offerings and expertise. The key area that we now need to address is ensuring that any of our users can get through to the right person, first time, to sort a query or log a technical problem. Since many of these queries come in by phone we're tackling our call-handling as a top priority. Please use the following numbers for the designated people. If they are not available the system will automatically ring through to everyone else and the person who answers will either deal with it on the spot or ensure that the person you called calls you back as soon as possible:
- Nigel Phelps - 01993 402020
- Ken Rainsforth - 01993 402021
- Tom Owens - 01993 402023
- James Howes - 01993 402024
- Richard Akroyd - 01993 402025
- Switchboard - for technical support and general issues - 01993 402008
The survey feedback was, as ever, very valuable across the gamut of topics. As well as needing to know what needs fixing it's also vital to know what's best left as it is. 'If it ain't broke...'
The key findings were:
- After sales support. Mostly rated as 'Good' or 'Very good'.
- Catalysts vs other IT providers. We were mostly rated as 'Similar standard' with an equal number saying we were better than equivalent providers as said we were poorer - a situation which we shall make every effort to improve upon.
- Training. The responses were mostly polarised between being 'Very interested' and 'Not interested' in the areas of onsite workshops, online 1to1s and online group training. For those interested please send us an email with TRAINING as the Subject and we will get in touch to see what we can do for you.
- New applications. There was no universal favourite for applications likely to be introduced in the next couple of years. The top four were e-Books, Federated Search, Taxonomy and Social Networking.
- Open Source applications. Take up is currently very low with little expectation of it increasing.
- Edition News. The quarterly publishing frequency was confirmed as the most appropriate. The top interest areas for articles are publishing software, Catalysts' own news, e-Publishing and Search/Google.
Although the healthcheck showed that Catalysts is generally providing its users with the software and services they need, the communication obstacles are receiving our immediate attention. |
