ReadyTalk

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Thanks for your Feedback!

Posted by Susan Ulrich on
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We recently wrapped up our annual customer survey at ReadyTalk and our teams are busy reviewing the valuable information you shared with us. Although we try to follow a simReadyTalk Services usedilar format to measure year-over-year results, we made some small modifications to this year's survey to maximize responder sentiment and give us actionable tools to improve our future performance.

First we asked how you were using our services. Are you planning large webinars or doing sales demos? Do you use our services for online training or collaborative meetings? How you responded here gave us greater insight into your subsequent responses. In comparing responses by use cases we were able to see both our strengths and weakness within certain user groups.

Next we used Net Promoter Score (NPS) to measure your likelihood to recommend ReadyTalk. NPS is widely seen as the benchmark for measuring customer loyalty. This score was shared companywide at ReadyTalk. We take great pride in our interactions with our customers, from customer care to product development, and were thrilled to earn an “excellent” rating. And we look forward to bettering that next year!

Finally we asked our responders to provide us with up to five specific feature requests they would like see from our service. This is where you really stepped up for us. We documented over 1400 product requests! This feedback is the most valuable information we have in helping us prioritize our development roadmap. Don’t be surprised to see many of this year’s feature requests as next year’s product releases.

Survey Feature Requests

So thanks again for participating in ReadyTalk's annual customer survey. As you can see, we take your feedback very seriously. And a special thanks to Denise Fenner at BSI Group. Denise was the winner of a $200 gift card for participating. Congratulations Denise!


Name: Josh Forman
Time: Thursday, September 6, 2012

Good data. It's great that you openly share it. Quick question, in the pie chart, the green slice that is 'collaborative meetings; webinars' - does that mean 11% of customers said they do both collaborative meetings and webinars? If so, can you then add up all responses that say "webinars" to see how many customers use ReadyTalk for webinars?

Thanks,
Josh

Name: Susan Ulrich
Time: Friday, September 7, 2012

Thanks for reading Josh. We asked customers to select all use cases that applied to them, but looked at each use case individually when we did our subsequent analysis. So we actually have a much higher percentage of customers doing Webinars than what was visible in that metric. Hope that helps!

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