Even though we receive and measure feedback on individual support tickets, we believe that a ticket represents only a single frame in the whole customer relationship. We believe an annual survey is a more powerful indicator of overall success precisely because it captures the entire experience, from the account management to the daily support to the quarterly business reviews and so on.
This year’s survey, which covered the 2019 fiscal year, saw a record number of responses from our global customer base. We were overwhelmed by the continued high ratings and the thoughtful feedback.
Here is a quick summary on it.
We’d asked our customers how they felt about our product and services and invited them to provide us constructive feedback.