Customer Survey Results 2009

As in all the years before, you have shown great appreciation for our work. However, a slight downward tendency is discernible, - even though only on a second place after the decimal point. We would like to use this as an opportunity to take a closer look at our survey categories.

Professional Qualification/Expertise
Professional qualification is the basis of our work as SAP-HCM-experts. Within this category, the average rating was a solid 1.7, which even represents a slight improvement compared to the previous year. One remarkable fact was that the segments Customizing and Programming in SAP were rated Ø 1.6, which is a very good result. However, with an average rating of 1.9 the subsegments Organization and Process Conception still show room for improvement.

Style of Work
Of all of the categories, Style of Work received the worst ratings (Ø 2.0). Noticeably negative ratings were given to the segments „Transfer of Knowledge“, „Transparency”, and „Documentation”. Also “Management and presentation” is a weak point, while the issue of “Diligence” is perceived rather positively.
Together with the results from the area of professional qualification it is apparent that the tasks to be handled are reliably implemented. Our clients seem to require better performance in the conception and optimization of processes, and in the inclusion of all parties concerned into the implementation.

Customer Orientation
Ratings in the segment of “Customer Orientation” have gone down a bit; however, 1.7 may still be seen as a positive result. The subsegments “Effectiveness/Efficiency of Communication” and “Helpful Hints” were somewhat lower. This seems to indicate that many clients would welcome additional impulses, beyond the actual task at hand.
The issues of “manners//Personal Conduct” were rated as very good; we graciously accept this as a compliment.

Project management
There have been no changes regarding “Project Management”. The average in this category was 1.7, just as last year, and there have very few and small deviations.

Conclusion
This last year has been a very busy year. When there is a lot to be done, the focus sometimes shifts to simply working through task after task. When that happens, there may be a risk of losing sight of the very special quality we as a high quality network aim at.
But whatever is the case, it is still a result to be proud of.
We were enormously impressed by our clients’ willingness to participate – nearly 60% of the questionnaires were completed and returned to us. This number alone tells us how important our work is to you.

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