Your email dings with another email from Autodesk… Bummer, it’s another Customer Satisfaction Survey… You don’t have the time to respond, you delete, and you move on with your day.
You've just lost an opportunity to comment on your Autodesk Channel Partner. A chance to let them know how they’re doing and how to improve their support of you, the Autodesk customer.
Advanced Solutions Inc. is an Autodesk Platinum Partner, the highest ranking level of Autodesk Partners. What does that mean? It means that Advanced Solutions has invested heavily in our business by hiring and retaining, not only, technical staff, but numerous subject matter experts, PHD level simulation experts, and programmers ready to provide you with excellent service. The list goes on, but one of the key ingredients to being a Platinum Partner is having and maintaining the highest level of customer satisfaction. We could have the most excellent consultants and services, but without the high satisfaction of our customers, we would have nothing.
What we hope to achieve from our customers is a survey score of 10, or at the least a 9 (where 0 is not likely at all and 10 is very likely), in answer to the question,
“How likely are you to recommend your reseller Advanced Solutions as a provider of Autodesk products and services?"
Now, we also want you to be completely honest and open with your responses. Otherwise, we won’t know your true perception of our company and how we can improve to meet your needs.
That being said, it is our goal to earn the scores of 9’s and 10’s from you at every possibly turn. Especially, as a Business Development Manager. I’m not sure of the other deadly sins, but I know this one from experience... Getting a low CSAT score from a customer is one of the deadly sins at ASI!
I joined Advanced Solutions as a Business Development Manager, a little over three years ago. I had come from Autodesk and was aware of the CSAT scoring process, but not how important they were to an Autodesk Partner. A few weeks after joining ASI, I started getting notices from ASI’s management about low CSAT scores from several customers. They gave me only a few hours from receipt of the email notification to call the client and understand what the problem was and to correct it... Yikes! Nothing like jumping into the fire!
One response was so critical and so precise in the writer’s disgust with our company that I was shocked. How do you approach a customer who so vehemently dislikes your company? I called the client, made an appointment for later that week, and went to see him. Upon sitting down in the client’s office, I handed him my freshly printed cards and stated, “You’re a fantastic writer”. I went on to say, “In one small paragraph you so clearly defined how much my company has failed you and how much you detest working with us.” Upon further questioning, the client expressed disdain for his previous ASI representative. “He only contacted me once a year, when our renewal was up. Once we went to a three year contract, we never saw him. All he ever seemed to want was our money.”
This client expressed everything a new sales rep doesn’t want to hear, but his comments let me understand what he needed from ASI, what he was looking for, and how we could win him back, as a throughly satisfied customer.
After our meeting, I didn’t want him to be satisfied, I wanted him to be a raving fan of Advanced Solutions. As we continued to work together and got to know each other better, one of his main issues was how difficult it was to work with other consultants with Revit. He also mentioned that there was no BIM Execution Plans deployed, MEP firms modeled differently than they did, structural design didn’t always mesh with their architectural model, and many other concerns within his firm and his industry partners.
Since many of his consultants were my clients as well, we decided to have a BIM Summit, which then led to the formation of a BIM User Group. During the first year of the User Group, they developed their own BIM Standards and Protocols to work better together, as partners throughout the industry.
How cool is that?
And to think, this all came from responding honestly to an Autodesk Customer Satisfaction survey.
Watch this quick message from Marina Hill, ASI Customer Care Specialist, to learn all about the CSAT survey and when you can expect to see one in your inbox.