MindSolve receives overwhelmingly positive ratings in customer satisfaction survey

Results of MindSolve Technologies’ 2005 customer satisfaction survey, conducted last month, have confirmed the companyís ability to maintain exceptional client service through a period of high growth.

Eighty-four percent of MindSolveís client base responded to the survey, awarding MindSolve overwhelmingly positive ratings on all customer service measures. Measures included immediate response to needs and questions, follow-through on commitments, ability to design to fit client culture and process, reliability of delivery and overall customer service. The overall average rating for these five measures was 5.91 (a score of 6 indicated strongly agree).

MindSolve has tripled our client base since our last survey, with no degradation of service levels. The EPM market and vendors’ client bases are growing by leaps and bounds, but MindSolve has always put service quality ahead of growth for growth’s sake. Not many vendors can say that. We’ve focused on staying ahead or abreast of growth with even deeper customer service bench strength, says Jeff Lyons, MindSolveís Chief Client Officer.

Clients were also overwhelmingly positive about the business benefits of MindSolve’s on-demand software and service, with nine in ten agreeing that use of MVP software made a significant, positive impact upon our organization, with boosts in productivity, efficiency and more strategic use of employee time.

When companies look to move performance management functions online, and outsource administration, they expect to gain efficiencies and employee performance improvements. But that canít happen if the vendor just installs a system, hands over a tech support number, and walks away. Recent studies of HR outsourcing have shown that the single biggest determinant of satisfaction is service after the sale, Lyons adds.

A survey comment from Robin Polsky of Capgemini characterizes the majority of the comments received during MindSolveís customer survey. Customer service is amazing! Whether it’s an enhancement to a process or a solution for an issue, MindSolve is always available for questions and quick with answers and suggestions, Polsky says.

MindSolve follows a high-touch, high-knowledge service model. Each MindSolve customer has a dedicated project manager, with full accountability to assess customer requirements and desires, then create and execute the implementation plan. Drawing from dual experience as MindSolve software programmers and extensive client system performance process management, MindSolve project managers facilitate delivery of the complete capability of MindSolve’s MVP software.

Our record is 100% of projects completed on time and within the budget set by our inclusive pricing -- all with minimal resource demands on the customer and no hidden costs, Lyons says. And our MVP Enterprise customers then have continuing direct access to their project manager for single point of contact service delivery.

Greg Lynn of JEA, a large southeastern utility company, sums up MindSolve’s service and support, which enabled his company to achieve remarkable gains in their own customer satisfaction. MVP’s functionality has leveraged my ability to deliver [Employee] Performance Management services for JEA while dealing with inadequate internal resources. MindSolve’s technical support resources have been like an extension of the staff I wish I had, says Lynn. Their responsiveness is frequently used as a benchmark of comparison for internal technology services support.

Client Donna Bentley of Detroit Diesel is even more exuberant about MindSolveís personalized service. [Our project manager] is my hero! He has been very patient and very supportive during all of our changes.

Distributed by HR Marketer.com