Bulletin: February 27, 2006

EDI Customer Satisfaction Survey Results

By: Marketing and Technical Communications Manager

A survey among those clients using Xpeditor and XP Online for their electronic transactions management returned encouraging results and valuable feedback.

The 166 surveys respondents represented a nice cross-section of our EDI Services clients: 28% were from newer clients (with Quadax less than two years), 31% were from clients with Quadax more than two years to five years, 27% were from organizations with Quadax more than five years to ten years, and 14% were from clients with Quadax more than ten years.

Overall, the scores were very favorable, with (not surprisingly), the highest marks coming from those clients who’ve been with Quadax for more than ten years. Comments offered were generally positive, too, such as this one from a newer client:

“Quadax has been a great addition to our offices.… The call center answers our calls quickly, and matters are usually solved in a couple of hours or less.… Overall I feel it has greatly enhanced our ability to perform the functions we are here to do. Thank you for making our days a little easier.”

This one from an organization who’s used Quadax for more than 13 years:

“There has been much improvement with support. The portal is a great tool for both reporting and following up on an event. Reviewing your event and seeing that someone is working on finding a resolution, cuts down on the anticipation of when your event will be resolved.”

And this one:

“I have been dealing with Quadax for over 10 years now, and the software and service continue to improve because Quadax has learned to ‘listen’ to their client needs. Keep your ears and minds open and you can’t lose.”

Keeping our ears open is what this survey was all about, and we are pleased that listening in this way gave us the chance to learn, also, what things some of our clients are not happy about, affording us the opportunity to step up and work on improving those areas.

One commenter who did not grade us very well on several areas remarked, “I hope this survey can be given out every quarter, for I would like our relationship to grow.”

Growth in relationship with our clients is our desire, as well, so in addition to the specific steps we’re taking to implement improvements, we’re planning a follow-up to this survey down the road, and another to survey our clients’ satisfaction with our product and service offerings. The goal in each endeavor is to listen to what our clients really need and want, and respond by creating real value for them through innovative business solutions built on superior technology, enhanced with excellent service.