Annual Customer Survey 2022

We’ve been asking our customers to let us know how they feel about the service we provide.

Our customer survey helps us to determine if we’re achieving our aims and where we can do even better. With global financial turbulence, it’s vital that customers are getting the most effective and efficient products and services that are available and gathering feedback helps us to ensure we’re fulfilling those customer needs.

It’s vital that we have a complete understanding of how our customers perceive the various parts of our business. So, even though, our 24/7 customer support team routinely requests feedback from the customers they help, the annual customer survey allows us to dig deeper into the customer experience and gain a holistic impression of how we’re doing.

After gathering the data, we use it to inform operations in each department. Doing so, ensures that we’re reaching our aims for our customers and the industry, and adhering to our strategic direction.

“Customer feedback is critical for our goal of constantly improving our products and services”.

The Results

The findings of our Annual Customer Survey have made us very happy. We are pleased that during the ongoing global financial upheavals, we’ve been able to support our customers in the best ways possible, through products and services that are designed to make customers’ lives easier and reduce the need for costly network overhauls.

“Would you recommend Squire Technologies?”

The answer is… 100% of our customers would recommend us and we hope that they do every chance they get. This is a 17% jump on last year and reflects how much we are committed to fulfilling customers’ needs.

Project Management

Installation

Support

It’s pleasing that our customer feedback shows that we are achieving positive results in all areas of our delivery, from pre-installation to support.

“Generally, we would rate Squire as one of our top vendors & partners. We rate the quality of the software, the attention and engagement of the engineers and the support to be of a very high level”.

Conor McMahon, Technical Project Manager at Cubic Telecom

“Smooth delivery with no risks and delays”.

Jigar Patel, Director PMO at Panamax Infotech

“Squire have been flexible as we’ve struggled to engage carriers at times to integrate”.

Tony Craven, Director of Network Technology at Kore Wireless

Room for improvement

Despite the glowing feedback we’ve received from our customers we are always searching for how we can do better. One area we’ll be focusing on in the coming year is in communicating to our customers.

The survey revealed that 18% of our customers only get their updates about Squire Technologies from infrequent sources, such as tradeshows, GSMA, and publications. We want to make sure that our customers can easily find out about the latest Squire Technologies products and services promptly, rather than having to wait for a tradeshow.

During the beginning of last year, we initiated a customer newsletter, Squire SnapShot as a way to keep our customers informed of activities and updates of what’s happening in our business and across the industry. The feedback we’ve received regarding our Squire SnapShot newsletter has been overwhelmingly positive.

Another area that we are looking at is training documentation. The majority of customers are happy with our current training material format, however, we recognise that everyone has a preferred method of getting information and we are investigating different options for accessing training materials.

Thank you for your time

We appreciate all the feedback we receive from our customers, whether formal or otherwise. However, we’d like to say a special “Thank you” to everyone who completed the Annual Customer Survey as it will play a key role in our decision-making in the coming year. As a way of showing our appreciation, we had a prize draw for respondents.

First prize

One customer is receiving an Apple Watch Series 8 worth £449.

Runner-up prizes

This year, we’re giving each of our runners-up a £50 Amazon gift voucher.

“We aim to provide our customers with technology that will transform their operations, saving them money, removing network complexities, and allowing them to scale up and expand their market offers. So, it’s critical that we know exactly what our customers’ needs are and how they feel we are satisfying those needs.

That’s why our Annual Customer Survey is one of our most important business activities. The findings from the survey help to guide our decisions and will impact every part of our organisation and potentially even influence our partnerships.

So, I’m exceedingly grateful to our customers for completing the survey. I’d also like to thank all our staff who work tirelessly to deliver the standards of service that have produced these wonderful responses from our customers. Great job.

Bradley Knight, Chief Operating Officer.

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