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The results are in! Xref recently conducted our 2023 Customer Satisfaction Survey with the support of Xref Engage. We are thrilled with the results and excited to share what our customers feel about our products and service.
Thank you to our customers who participated for your feedback and support. Let’s dive into the findings.
Xref’s 2023 Customer Satisfaction Survey allowed us to measure customer satisfaction by formally hearing and recording feedback from our valued customers about where we succeed and areas for improvement.
Our survey was sent to 9,302 users worldwide, who have been most active in our platform since late 2022.
The largest number of responses came from Australia (61%), New Zealand (12%), Canada and Europe (7% each) and USA (6%). Responses from regions such as Asia and the Middle East comprised the remaining 1%.
Our Customer Satisfaction Survey questions sought feedback from our customer base on products, processes and people, asking about areas including, but not limited to, quality, ease, security and communication.
Each question in the survey fell into a particular category. Our Customer Satisfaction Survey had ten categories, and our customers provided honest feedback on how we performed in each area, such as:
Xref’s Customer Satisfaction Survey consisted primarily of rating scale questions (rate 1-5) seeking feedback on each category. Our survey had 27 questions.
In addition, the survey featured 3 open-ended questions, allowing our customers to share their comments and opinions.
With the expert advice of the Xref Engage team, Xref asked our existing customers about these categories because we were fuelled by the desire to have tangible feedback from our users about our product, processes and people.
We often seek customer insights via our team members during one-on-one conversations with our loyal customers. However, these one on one conversations between our people and customers are typically less formal. By running our survey, Xref wanted to hear the voice of our users - what they really like about our platform and service, as well as the areas where we can improve - and have a way to quantify that feedback given.
The Xref Engage team were able to help us with this. The experts at Xref Engage have more than 20 years of experience in tailoring surveys for organisations to uncover actionable insights. The Xref engage team gave guidance on what questions would offer us deeper insights and actionable feedback.
The easy-to-read graphs in the Xref Engage Data Studio helped us visualise where we excel and where we can improve.
The findings of Xref’s 2023 Customer Satisfaction Survey offered us clear visibility over customer sentiment and satisfaction rates. Xref excelled in areas including quality, efficiency and security, resulting in our high satisfaction and progress ratings.
92% of our users are satisfied with Xref’s platform and the services we provide.
91% believe Xref is trustworthy, successful and has a positive future.
When looking towards Xref’s future, our CEO, Lee-Martin Seymour said, “Xref continues to invest time and resources into product development and great customer support.
Looking ahead, we continue to execute our product innovation strategy with new and exciting things to come.
We are sure our customers will be delighted with what is to come, finding value in our solutions. We look forward to delivering on future growth initiatives and our company vision.”
Throughout our history, Xref has steadily released first-to-market innovations to offer our customers a truly best-in-class solution and experience.
Xref holds innovation core to who we are, and 78% of our users reported they find Xref innovative.
Saves time: “Cuts down administration time considerably.”
Convenience and automation:
Customisation: [I benefit from] “being able to customise my own templates.”
Full results of Xref’s 2023 Customer Satisfaction Survey have been shared with those who were invited to participate. If you would like to read more, download your copy today.
Thank you again to those customers who participated in our 2023 Customer Satisfaction Survey.
Xref has already begun to take action in line with the feedback given. Xref remains committed to improving ourselves further and to continue offering our customers a best-in-class HR tech solution.
We enjoyed giving our customers a voice and creating a survey tailored to the unique needs of our organisation. We strongly value any feedback from our customers as it helps drive our future direction.
Xref will run subsequent surveys to understand where there has been change over time - what metrics we have made positive organisational change on or what additional areas we can improve.
If you would like to create and run your own Customer Satisfaction Survey, book a free demo with Xref Engage today.