Syngenio Customers-Survey: Keep one´s ear at the market – know exactly, what customers wish

Survey 25 syngenio customers via phone about level of satisfaction, information seeking behaviour and PR-opportunities.

The Task: syngenio AG is an independent IT-Consulting and -Services company. With its headquarters in Munich, settlements in Bonn, Stuttgart and Wiesbaden and sales office in Bremen the company is broadly known for its know-how, method- and IT-competence in consulting and implementation of software projects.syngenio set the target to learn more about the level of satisfaction and the interests of its customers. Thereby, the customer orientation and customer loyalty is supposed to increase.The recommendation of Dr. Haffa & Partner was to interview the most important customers in detail. To find out whether a customer is absolutely satisfied with a product, it is important not only to question facts, but to get a feeling for the whole atmosphere. That is only possible in a dialogue.

The Implementation: •Development of a detailed questionnaire •Professional survey with selected customers via phone•Appropriate processing of the resultsDr. Haffa & Partner was in charge of the whole project. As a first step, a detailed questionnaire was developed and sent to the selected 25 customers beforehand. The questions ranged from level of satisfaction concerning the performance of syngenio, over upcoming IT-projects to information seeking behaviour and willingness to support the PR work of syngenio.In a second step Dr. Haffa & Partner interviewed syngenio customers and forwarded the processed answers. Finally, the results were summarized shortly and uploaded on the syngenio-Website.

The Result: The detailed survey with 25 selected customers had some interesting findings: It revealed a high level of satisfaction but also disclosed room for improvement. In addition, syngenio AG figured out, which IT-projects customers will address in the foreseeable future and where further consulting and support is needed. Finally, the survey gave answers about which customers are willing to work together with syngenio in press and public relation issues.

„The survey was very valuable for us: We know now exactly, where we need to improve further to increase the level of satisfaction of our customers. Additionally we indicated to new customers that our priority is customer orientation. Moreover, thanks to the survey, the relationship with our customers became deeper."

Michael May, management board of syngenio AG.