SMT Support Report – 2021
Another year has started, and it is once again time to take stock and review our customer satisfaction over the last 12 months.
As with its predecessor, 2021 was a year filled with uncertainty, home working and online meetings. We are thankful to note that despite this, engagement with our customer support system continues to grow, with our users getting increasingly involved in MASTA’s detailed transmission development capabilities.
SMT Customer Support
Our Customer Support team continue their excellent run of feedback from previous years. 2021 sees our team awarded a Net Promoter® Score (NPS) of +68 and an overall satisfaction of 97%. Once again, an exceptional rating that keeps us up there with the best in the industry. In addition, response rates continue to be a critical target, with 2021 seeing 90% of queries responded to within 1 working day.
“SMT has some of the best support I’ve encountered for different software packages. I hope that as the company grows they keep up the excellent work with the support team!” – Transmission OEM, USA
“Very proactive support, always ready to have a short call about the questions if an e-mail is not sufficient. The mails are also always have a detailed explanation and attachments (like training materials) regarding the topic.” – Transmission OEM, Germany
Of the many topics tackled by our support team, there are several whose popularity stand head and shoulders above the rest. The interest in these topics is often driven by the latest MASTA functionality, or by the focus of the industry at large over the course of the year. 2021 saw much interest in the topics of FE, scripting and rolling bearings. In response, SMT hosted numerous events and created on-demand resources focusing on these topics.
Events and On-Demand Resources
Throughout 2021, SMT welcomed over 900 attendees to our online webinars and workshops, with the standout popular topics being “What’s New in MASTA 11?” hosted in February and “Bearings in MASTA” hosted in November.
In addition to these events, 2021 saw a huge increase in our tutorial resources, with the number of on-demand videos increasing from around 200 at the end of 2020, to over 550 at the end of 2021. In the same year SMT’s range of tutorial videos gathered 11,000 views, with the most popular topics being NVH and FE.
Our mailing list is the best way of staying up to date with our online events during 2022. Please email firstname.lastname@example.org if you wish to receive this information.
Our extensive range of on-demand resources can be accessed through the SMT portal. Simply sign up here to access a fantastic range of tutorial content.
A Thank You to our Customers
We would like to give a huge thank you to our customers who took the time to complete our 2021 Customer Satisfaction Survey. We very much appreciate your feedback and will take your comments on board to further improve our services to you.
As always, SMT recognise the importance of exceptional software support when it comes to the effectiveness of your business. We look forward to providing you with the same world class support throughout 2022 and beyond.
Article by Sam Webster
Sam is the Senior Technical Trainer at SMT, focusing on developing and delivering a concise and effective tutorial experience to MASTA’s users. After graduating from university with a bachelor’s degree in mechanical engineering, Sam started his career in the power industry before quickly moving on to transmissions and SMT. He spent several years in SMT’s Engineering Services department, working on all manner of projects, before taking time out to travel the world. Since 2019 he has been a member of SMT’s Customer Support team.