SMT Customer Support & Satisfaction Report 2020

SMT’s support team continues to deliver on the promise of fast, reliable aid to all MASTA users, maintaining a reputation for customer support amongst the elites.

It has been a year of upheaval and unprecedented change to the way we live our lives and conduct our business. Throughout this disruption, SMT have endeavoured to keep our foot on the accelerator when it comes to customer support. We realise that our customers need us now, more than ever, to quickly and efficiently design cutting edge transmission systems. A huge part of that is getting the support you need.

We are proud to say that we have not only met but built upon our already glowing ratings from 2019.

Feedback from our users awards us a Net Promoter® Score (NPS) of +75 in 2020. An exceptional rating that puts us not only up there with the best in the industry, but with the best of all industries. In addition, we are setting the standard when it comes to response rates, with 90% of queries responded to within 1 working day.

“I see you guys as a role models for other companies in the technical support area. Very good job!!”

“I am really impressed by the competence and the speed in answering to all the questions I had. I can only congratulate with SMT team!”

“The answers from your support team are giving me as customer the feeling, that the person who is answering is an absolute expert regarding your software and knows how it works internally. Very Good!!!”

Of course, great support isn’t solely down to quick responses from our dedicated team. We also want to provide you with comprehensive self-learning tools, allowing you to get the most out of MASTA in the shortest possible time.

In 2020, we introduced over 200 on-demand tutorial videos accessible on our portal, a range of webinars and numerous live training events. These cover everything from the basics of MASTA use to critical insights into the calculations that go on behind the scenes.

We understand that exceptional software support is often hard to come by, but we also understand that it is almost as important as the software itself to the effectiveness of your business. Whether you are still at home or back in the office, we look forward to providing you with the same world class support throughout the whole of 2021.

Article by Sam Webster – Senior Technical Trainer