“We are very pleased with the results”, says the CEO of Congrid Timo Makkonen.
In October 2020, Congrid sent out a customer survey with the objective of learning what the current and potential customers of Congrid thought about the company’s software.
A customer survey conducted by consulting company PwC Finland surveyed a total of 36 current and potential customers in Finland and Sweden. Congrid was also familiar to some potential customers as they had, for example, tested the software on a construction site.
“The sample of the survey is small but gives us an idea about the situation”, Makkonen says. And the situation seems very positive.
The results of the survey indicate that the current and potential customers of Congrid are very pleased with the company. This was measured by using an NPS figure (Net Promoter Score), which is the internationally most frequently used customer loyalty measure.
The survey participants evaluated on a scale of 1 to 10 how likely they would recommend the company to others. The NPS figure obtained by Congrid was 70, which is very high and clearly over the average in the industry.
“This is the best software in its category and, therefore, it’s also the market leader”, says one of the survey participants.
“Congrid makes our work significantly easier. At best, we can save up to 75 per cent of our time”, another respondent says.
Congrid’s NPS figure has been measured previously as well and, year after year, the number has stayed high.
In the October survey, the respondents mentioned the software's user-friendliness, customer service, reliability, features and price as the most important criteria for them.
The respondents scored Congrid for each of these criteria on a scale from 1 to 5. All criteria received a total mark of 4 or more.
User-friendliness was regarded as the most important criterion with a total mark of 4.5. “It’s easy to learn to use the software”, one of the respondents stated in their reply.
The CEO of Congrid Timo Makkonen is pleased with the results because the company has recently focused on making the software as user-friendly as possible.
“Throughout the years, we have developed the software and added in new features. It is important, however, that new features do not negatively impact the software's usability. A good balance must exist between the two”, Makkonen says.
Some of the survey respondents considered usability as the most important criterion due to the fact that not all users are digital natives, meaning that they are not as used to using mobile devices and platforms.
That is why the software must be simple enough and must have customer service available for those users requiring assistance. According to the survey results, Congrid’s customer service is excellent: the obtained mark was 4.4.
“In addition to improving usability, we have also focused on improving our customer service, and it looks like we are succeeding. Customer support must be quickly and easily available”, Makkonen explains.
Makkonen is especially pleased with the fact that all of the Swedish survey respondents gave the company’s customer service the best possible mark. Congrid is new in the Swedish market and has invested a lot in customer service in Sweden.
Regarding other criteria, Congrid’s reliability received 4.4 points, qualities received 4.1 points and price received 4 points. According to the survey results, the customers felt like the company has delivered value for their money.
The respondents of the customer satisfaction survey were also hoping for a 3D model. Luckily, the company is currently developing one. In spring 2021, Congrid will launch the BIM Viewer for the use of construction sites. The feature is an easy-to-use mobile application to be used in construction sites.
“We find it important to carefully listen to our customers and to offer the best possible solution for construction site quality and safety", Makkonen concludes.
