The results of our 2024 Customer Satisfaction Survey show a steady upward trend in overall satisfaction, with the average rating rising from 7.1 to 7.3. Customers particularly appreciated the improved collaboration with account managers and the engagement of our support team. While the support score slightly decreased from 7.4 to 7.3, users continued to value our clear communication and knowledgeable assistance. The usability of our software, especially Cocon, has also improved, thanks to targeted updates based on user feedback. Additionally, our training services received a standout rating of 8.9.

A key challenge we currently face is filling vacancies on our service desk team in today’s tight labor market. Fortunately, our account management team has stepped in to bridge this gap where possible — something that has been positively received by our customers. The survey also revealed areas for growth, such as making documentation more accessible and providing greater transparency around our product roadmap. Notably, nearly half of our users are not yet making active use of our Speerpunt support portal, presenting an opportunity for broader adoption. During our Innovation Talk on March 13 ’25, we shared roadmap updates and showcased client success stories together with our certified partners. We’re grateful for the valuable input and will continue to evolve our services to better meet your needs.

2024 Results:

We are once again proud of this year’s survey results and are excited to share them with you in the infographic below!