Like every year untill 2013, SURFnet recently commissioned another customer satisfaction survey. The results of this latest customer satisfaction survey, which you can view in the press release on our website, show again that our customers are very satisfied with our services: we were awarded a general satisfaction score of 8.2 as well as an NPS score of 50, which means that our customers would be very willing to recommend us. While it is not this organisation’s nature to indulge in self-congratulation, I will say that I am proud of the people who work at SURFnet.
Supplier of services
The greatest appreciation for SURFnet’s services is voiced by the institutions. In fact, the institutions have indicated to us during discussions that they would like to see us play an even larger role, with services such as Wireless as a Service, cloud services and Customised Education. A foundation exists for expanding our role at the institutions and serving as an engine for innovation in education and research in the future. The survey shows that the challenge there lies in intensifying our exchanges and interactions with the institutions. Areas for improvement on our agenda are to better understand the issues facing the institutions and to tailor our services better to their requirements.
Keeping the good
There is much good worth keeping given the high level of trust the institutions place in SURFnet and their readiness to recommend us. We need to ask ourselves how to retain this appreciation for our services while continuing to distinguish ourselves from the competition. It is vital that we raise the relevance of our activities. As more intensive cooperation with the institutions is now facilitated by SURF’s new cooperative structure, this development can be expected to take hold. The high quality of our services also depends on our people. We can and will continue to make improvements on the process side of operations to ensure our reliability remains high.
The human aspect
The people at SURFnet are very well informed of what the organisation does. The employee satisfaction survey, which was conducted simultaneously, reveals that SURFnet employees believe that they are engaged in valuable and interesting work. We count ourselves lucky to have so many colleagues willing to dedicate their knowledge and experience to ICT for education and research. They are a very valuable asset, which is one reason we invest in people through specialist knowledge, personal development programmes, career advancement, conferences and work placements at partner organisations, as well as through peer consultations.
A high-performing organisation comes down to the right kind of employees, which is why the customer satisfaction survey is also a compliment for SURFnet’s staff.