Our Bins Runneth Over

July 1st 2021 18:15:09 PM

Businesses of all sizes realize the importance of Customer Satisfaction (CSAT) and one of the best ways to measure CSAT is by using Customer Satisfaction Surveys. As a consumer, you’ve probably received a CSAT survey at some point: likely an email which asks a few simple questions to rank on a scale of 1 to 5. For example: “How satisfied were you with [company name]?” or “How likely are you to use [company name] in the future?” Often, there is extra space to elaborate or write out your thoughts and experiences.

Sadly, however, industry standards show the response rate to surveys like this “average across all companies and industries at about 15%.”  Of that average 15%, the average CSAT score for the Computer/Software industry is 76. This lack of customer feedback is detrimental to the company’s efforts to boost their overall CSAT scores and, being a mid-sized business, we absolutely encourage consumers to take the opportunity to have your voice heard when it comes to your experience with companies of all kinds.

At Scanco, Service Excellence is one of our core values and we pride ourselves on having satisfied customers. To that end, we are so happy to share that despite the reported industry standards and averages, Scanco has soared above and beyond by reaching a 26.7% response rate (compared to the average 15%) and a 98.7 average score (compared to the average 76) all while releasing 34 compliance versions for our core seven Scanco Sage products. More notable numbers worth mentioning are that during this same month, 454 tickets were opened, 489 were solved, and our “One Touch Solves” percentage was 49.9%! I guess you could say all our bin locations were full the month of May!

At Scanco, we always strive to provide top-notch service to our customers. To calculate stats like these gives us a reason to pause and be grateful for all those who continue to support Scanco and who take the time to give us valued feedback. We seek to build enduring relationships while remaining on the forefront of developing mobile warehouse and manufacturing automation solutions. Thank you to our valued customers, partners, and team members for continuing to make that possible!