Customer Satisfaction Survey SURFnet Walter van Dijk TF-MSP meeting 9 & 10 May 2012

Outline  Goal: measure customer satisfaction on a yearly basis  Respondents: ICT-management of connected institutions  Set-up: standard set of questions since 2009 (trends!)  Instrument: online survey (10 minutes), not anonymous  Actual work outsourced to specialized company: Feelfinders  Results: excellent input for account advisors & product managers

Response rate: ±50% SURFnet. We make innovation work

Statements [1]

Statements [2]

Statements [3]

Net Promotor Score (NPS)  36% marks SURFnet with a 9 or 10  2% marks SURFnet with an 6 or less  Average score in 2011: 8.2

Net Promotor Score (NPS) Results available per sector & per customer

Why would you recommend SURFnet?  Reliable partner  Quality of services  High level of expertise  Proven track record in innovation

Where should we change?  Increase customer focus, more consultancy  More attention for smaller organizations  Focus on a small set of excellent services  Close the gap with the campus infrastructure

Uptake of services

Evaluation of services

Appreciation of account adviser

walingvandijk Creative Commons “Attribution” license: