At SMT, customer satisfaction is paramount to us and we are committed to delivering first-class technical support, working closely with customers to ensure ongoing success and satisfaction.
“Since the formation of SMT, customer satisfaction has been at the heart of everything we do throughout the business, from ensuring our software contains the latest features and functionality to providing quick and detailed technical support.
We are proud to have maintained a consistently high satisfaction rating from MASTA users. Since we began customer surveys in 2013, we’ve had overwhelmingly positive customer feedback and satisfaction.”
– Rob, Customer Support Manager, SMT
Each year as well as reflecting on statistics generated from our support ticketing system we undertake a satisfaction survey asking customers to provide feedback to us alongside giving a rating of their experience.
Let’s get into what our 2023 review says about our services!
Purpose Of Our Customer Support Report
The purpose of our customer support report is to assess our performance in customer service and the quality of our service.
We want to assess what has worked in the previous year and highlight the areas we can improve in.
In our opinion, the best way of doing this is getting direct feedback from the users of our services – the people who use our services day in day out – the customer.
We asked a range of questions and asked our customers to score them out of 5 – for example, “In general, how satisfied are you with the clarity of the explanation of advice offered?” – with ‘1’ being ‘Very Dissatisfied’ and ‘5’ being ‘Very Satisfied’.
We then get an average score for each question and can investigate those that may have a negative response.
From this feedback, we are able to create a Net Promoter Score (NPS), overall customer satisfaction as a % and an overall customer rating from the survey.
Customers use our software day-in-day-out and therefore will be able to highlight patterns, trends and areas where our service can be improved.
We also internally assess our performance – for example, we look at how many queries we have been sent, the number resolved and the time taken to resolve these issues.
This is a great way of identifying trends and patterns in queries which will highlight areas of improvement.
A Look At Our Customer Support Report
We’re very happy with this year’s statistics, with some highlights being:
- 97% overall customer satisfaction
- 4.61/5 customer rating from survey
It is important to us that our customers can communicate with all levels of staff at SMT, whether it’s a member of the customer support team or our software engineering director.
We are proud to have built a reliable and dependable reputation from our customers. Our internal metrics consistently show that almost 100% of the participants are satisfied with our customer support.
However, we are committed to continue to improve our support and service to our customers. We want to provide the best services possible to our customers.
We would also like to say a massive thank you to everyone who spent the time completing our annual survey and for the kind words which you can see below:
Customer Testimonials From Feedback
We asked customers, “What makes you feel valued as a customer when interacting with our Customer Support Team/Technical Representatives?”
Here are some of their responses:
“Replying promptly and professionally with a friendly tone that never feels like any questions is too great or too small.”
“Overall MASTA is a fantastic piece of software, backed up by an excellent support team who clealy know the inner workings of their software. You’d think this would apply to all sofware providers but trust me, it does not!”
– Sam, Principal Engineer, Hewland Engineering Ltd.
“They respond to our questions in a very timely manner valuing customer time”
“Thanks to SMT MASTA team for the excellent support. Thanks for always being there to help us and connect with the right help whenever we ask for it. Great support!”
– Vijay, Manager, NVH CAE, American Axle Manufacturing (AAM)
“Communicating clearly about receiving the query and trying to resolve the issue at the earliest.”
– Utpal, Robert Bosch GmbH
“They respond quickly, are understanding of simple questions, investigate difficult questions, and offer complete solutions with step by step help and theory.”
– Jeff, Polaris Industries Inc.
“Prompt and detailed resolutions”
– Jaret, Senior Engineer, TOYOTA Motor North America R&D
“Helpful responses in timely manner, questions to make sure they understand the request fully, follow up after response to ensure the request has been resolved.”
– Colin, Engineering Manager, Segula Technologies USA, Inc.
“They are prompt in a reply and work on the question until I feel comfortable with a resolution.”
– Jim, Drivetrain R&D Engineering Manager, The Hilliard Corporation
“The response from the technical support is fast, competent and helpful.”
– Ivan, BMW Group
“Quick and detailed response to all the queries that were posted to the support team. Always available for a brief call to answer any questions/concerns on the MASTA tool. Every interaction ends with good learning on the topic.”
“The competency of the SMT support group has been great with a good mix of seasoned professionals in the domain and young enthusiasts with acumen for learning and it’s always pleasure to interact with SMT support as it results in quick solution to the problem at hand as well as learning”
– Vijay, Borgwarner Inc.
“We always get very clear and accurate responses to all our questions and it is evident that employees in support department really want to help. This is extremely important for us. All employees of SMT I ever contacted were very knowledgeable, polite and friendly.”
“I am really glad that we have a partner like SMT to support us with great software and just as great user support”
– Niko, Gearbox Development Engineer, Rimac Technology d.o.o.
“Very quick and effective answers. Always open minded support colleagues, open also for live Teams discussion.”
– Gergely, System Calculation Engineer, Robert Bosch Kft.
“We received support for everything we needed, from installing the software to using it.”
– Matheus, Research Assistant/M.Sc Student, Instituto Tecnologico de Aeronautica (ITA)
“The quality of responses shows that the team usually takes enough time to answer questions completely, not just quickly on the go which would lead to time-expensive additional questions.”
– Stefan, Transmission Engineering, GKN Driveline International GmbH
“Quick responses, technical competence, motivation to discuss problems down to the last detail”
– Eric, MAHLE ZG Transmissions GmbH
*This is just a selection of feedback where permission has been granted for us to use.
We are very grateful to our customers for providing feedback, all of which goes into improving our services.
What Do We Do With Customer Feedback?
All customer feedback shapes what we focus on as a business.
We look at frequently asked questions to see if there are any patterns in issues and questions asked by customers. By looking at these areas, we can assess our software and improve it.
Another key metric is our response time. We want to do all we can to ensure our customers queries get resolved as quickly as possible.
However, this is a balancing act as we want to get the answer right the first time and provide the right information which, depending on the query, may require a degree of investigation.
We don’t want to reply to a query instantly, just to get a quick response time. We want to be sure the information we are providing is correct, which can take time to verify.
Our strong belief is that customers prefer an answer took a little longer to receive but was more comprehensive rather than just a quick answer to meet an internal target.
As such, we make sure we are confident in our answers before responding to queries.
Thank You To Our Customers
We’re very grateful to our customers for any feedback. Without your feedback, we could not continue to develop and improve.
We really appreciate all the time taken to complete our survey.
If you’d like to get in contact with our support team, please visit our contact page.
Alternatively, if you are an existing customer, please visit our dedicated customer support website.
Related Blogs
SMT Support Report 2021
At SMT we are dedicated to excellent customer service. Our Customer Support team continue their excellent run of feedback.
SMT Continue To Deliver Excellent Customer Support Service
See an update from our customer support team in 2019, showcasing our consistency in providing excellent customer support.
