In spring 2022, we sent out an annual customer satisfaction survey with the objective of learning how we can develop the software to better meet our customers’ needs and desires. We surveyed a total of 1,133 current users in both Finland and Sweden, and we received responses from various roles e.g. main contractors, developers, subcontractors, subcontractors, designers and builders. The results of the survey indicate that the current users of Congrid are pleased with the company and know well how to use the software.
Customer needs are at the centre of everything
Congrid software is focused and specialised on the quality control process. Our employees have a wide range of backgrounds from different duties in construction. When Congrid was founded in 2013 by site managers, it was concluded that work should be done smarter than by using paper and pen, along with Excel files, to monitor quality and safety on construction sites. We believed then, as we do today, that all quality and safety management data should be shared with stakeholders to eliminate information silos, introduce transparency and build stronger collaboration on aconstruction site. That’s why the company was founded, and the software developed, together with the customers. From the very beginning, their wishes have been the most important starting point for the development of the products, services and the software itself.
In the survey, we asked what makes our users happy when using the software. One supervisor replied it’s the new Q&A list, which is one of the products we launched in 2021, aiming to help in the managing of defects in plans and monitoring the approval process of additional and alteration work. A subcontractor commented, that with Congrid one has all the ''papers'' always in your pocket, which helps to organise and handle information. A main contractor had similar thoughts as “a big part of the documentation can be stored in the same place for everyone to view and use”.
The respondents were particularly appreciative of Congrid’s reliability, ease of use and clarity. As the subcontractor feedback explains and survey responses in the scale between 1-5 confirm, Congrid’s mobile application is reliable (4/5), easy to use (3.95/5) and clear (3.9/5).
9 out of 10 feel that we at Congrid care about them as customer
“Fast reaction time from customer support shows that the customer is important” -a subcontractor
In the survey we asked whether users feel that Congrid cares about them as customers. 9 out 10 of respondents felt that we care. More specifically, open feedback regarding quick, clear answers and fast response time in our customer service were considered as proof that we care.
“Always accommodating, incredibly fast responses!” -a supervisor
Developing software with customers
Our customer satisfaction survey is an annual way of working, a channel, for us to gather feedback. Based on previous years’ feedback, webinar-related wishes have been met by organizing several software, quality and safety related webinars and trainings. Aiming to help our customers to become better users of Congrid, we have also included several feature-related webinars, among the others, to provide explanations and education.
In the past few years, we have received a significant amount of open feedback regarding what makes our customers happy about using the software and what improvements they would like to be implemented to existing features in the software. By having a broad perspective on the functionalities that require finetuning, we have a better understanding of how to improve.
“Easy to understand and easy to handle” - a supervisor
Based on the survey feedback, the product team is focused on improving clarity by developing the software in an intuitive direction. Besides intuitivity, taking into account the versatile needs of users is prioritised in product development. A broad perspective on how and what to improve to better meet customers’ needs is a crucial part, and the desired outcome, of the annual customer satisfaction survey.
From the survey results, it can be deduced that users know Congrid well as their development ideas suggest that they have thought deeply about the software and its functionalities. One concrete action from the survey feedback led us to develop a function of creating notes in Congrid Live.
This year, we took note that our users are wishing for product pages, which could explain features even more specifically e.g. by using different use case examples and scenarios. In addition, various networking events primarily for the Congrid-users were highlighted. For both suggestions, we are already taking action, which will be communicated in more detail in the Congrid users’ newsletter.
We would like to thank our users for their contributions to the digitalisation of quality and safety in the construction industry.
