TimeLog Customer Satisfaction Survey 2008

TimeLog has recently conducted a customer satisfaction survey in Denmark. In spring 2009 we will conduct a customer satisfaction survey among our international customers as well.

The Danish survey was sent to 448 users, of which 141 answered which results in a response rate of 32%. Now we have gone through the answers, and here is a brief summary of the results.

The survey can be split up into 9 categories, each consisting of various sub questions. The questions can be answered on a scale of “1 – I disagree completely” to “7 – I agree completely”. Here you can see the average of the answers, and a brief concluding finding to each category.

Perception of TimeLog (5,25)

The answers indicate that the users of TimeLog Project generally have a positive perception of TimeLog, and view the company as responsible and well-functioning.

Loyalty – recommends TimeLog (5,33)

Overall, our customers are very loyal to TimeLog. Generally, we are pleased to say, many of our customers recommend TimeLog to others.

Perception of TimeLog Project’s functions (4,06)

This is one of the categories which contains the largest fluctuation in the answers. The lowest scores went to invoicing and salary management. Hopefully our new version, Timelog Project 5.0, will change this since it takes its departure in the improvement of these two areas.

The highest scores went to time tracking, which indicates that we are aptly meeting our customers’ needs.

The product TimeLog Project (5,27)

Overall, our customers are satisfied with TimeLog Project as a whole. Especially, TimeLog Project is perceived as being operationally very stable.

Contacting TimeLog (5,49)

This is where we score the highest in the survey. As a whole our customers agree that our staff is friendly and accommodating.

TimeLog customer service (5,43)

TimeLog’s customer service has received very positive feedback. However, quite a few respondents answered “don’t know” to these questions. So, although we have received positive feedback, we will still try to improve our customer service.

TimeLog’s communication channels (5,06)

This category received mixed comments. Some of the issues here include working towards making our newsletters, release notes and homepage more interesting for our customers.

Customer participation (2,88)

This is where we score the lowest in the survey. There is no customer backing to blogs on the homepage. However, our workshops, webinars, focus groups and other events receive a greater interest. We will continue to work on improving these areas in 2009.

Customers’ usage of TimeLog Project (4,58)

These answers revealed that most of the respondents use TimeLog Project every day. However, not many use the included help feature (F1) and the tips shown with the screen shots.

Generally about SaaS and the internet (5,48)

We can conclude that our users are primarily inveterate users of the internet. Furthermore, the answers indicate that the majority of the respondents view web based software as the future and well suited to business applications.

Further comments

This is an overview of the comments/wishes that were mentioned in the comments.

TimeLog Tracker

Several respondents mention that TimeLog Tracker is not working optimally. This is something we will work on in 2009, so that TimeLog Tracker will be a better time tracking tool for our users.

Full integration

Many respondents wanted full integration to other systems. Currently we have our TimeLog API, which can transfer information from TimeLog Project to other systems.

Integration is one of the areas on which our development department will start working on as soon as version 5.0 is up and running.

The help feature

There have been some specific demands to the help feature (F1) in TimeLog Project. Some of these demands are already met in the current version. For instance, a user guide to the Extranet, KPI and budgets. Some only exists in a Danish version right now. However, we are currently working on translating this feature to all five languages. You can find the user guides on our website.

User guides for TimeLog Project

Furthermore, we can see that quite a few of our users do not use the help feature (F1) in their daily work. In time, we hope this feature will help ease the daily work of our users. Based on the questions we receive, the help feature is continuously updated by our support department. If you encounter a problem in an area where no user guide exists, please contact our support department for help.

Better overview of future releases

A general desire expressed in the survey, was to make the road map clearer for upcoming releases. We will keep that in mind and try to be clearer in the future about upcoming releases.

Better follow-up on requests for improvements

Several respondents indicated that they had not received feedback on their requests for adjustments and improvements. We have taken this to heart, and are currently working on setting out new guidelines for answering such questions.

Several of the features planned for 2009 (among others integration and TimeLog Tracker), as well as features from version 5.0, are directly based on needs expressed by our customers.

Improving our customer receptiveness

Through the last few years, we have experienced great growth, and now we want to focus on taking even better care of our existing customers. This survey was the first step in gaining an idea, of where we need to improve. Therefore in 2009 we will allocate extra resources to customer service and events.

Plans for 2009

A short summary shows that we have several areas that we need to pay more attention to. These include:

• New TimeLog Tracker
• New API
• Standard integration to other business systems
• Extra resources allocated to customer service and events
• Extending the scope of our online help function

The respondents, who have made comments to the survey, has been contacted, and their questions answered/comments noted.