Telema customer satisfaction has been increasing for the eight year in a row. Over 1500 respondents of the 2020 NPS survey scored us highly, rising the index to 71. According to B2B International, this score is around 3 times better than average for B2B service companies.
More than anything we appreciate customers’ comments – our team analyses each and every one of them to improve our operations and core products. Based on customer input, multiple new products have been developed over the years. For example, Telema eFlow, purchase invoice workflow automation tool. Another value adding solution, product data management platform Telema PDS is about to be launched in 2021. We keep investing also into the reliability of Telema e-document interchange system in general, thanks to which SLA (service level agreement) reached 99.9% in 2020.
EDI services work seamlessly in the background without getting noticed. Once a year, Telema asks all its users to reflect if all is functioning well. Also this year we received a great deal of positive feedback:
“Using Telema EDI services helps us save a lot of valuable work time /…/ to deal with actual sales. /…/ EDI considerably reduces the risk of making mistakes (no need to amend orders), dealing with which always creates extra work and extra expenses,” Andres Lelumees, Sigari Maja OÜ
“Modern solution, which helps to be efficient and reduces manual work creating more time to deal with important matters!” Anna Pimahhova, Toolmarketing OÜ
“Great and positive customer service. Always solving your issues and responding to your questions in time.” Irina Kushanova, Vikstal OÜ
“I have always been very happy with Telema services. All the services are easy to understand and convenient. Communication is fast and people are very helpful.”
Janne Tammsaar, Euroleib AS
“More and more of our partners are joining Telema because it makes everyday work significantly faster and also prevents input errors that might occur. Fastest and the best solution for handling orders from start to finish. Thank you!” Mihkel Pihlak, UNINAKS AS
What is NPS?
NPS, aka Net Promoter Score, measures customer satisfaction through two questions: “How likely are you to recommend Telema to your friends and colleagues?” and “Why?”. Responses can be given on a 10-point scale, where scores 0-6 are given by dissatisfied customers, 7-8 are passive, and those giving 9-10 are considered as loyal customers and fans of the company.
Telema has improved its NPS score every year for the last eight years. The survey has helped us to understand our customers’ needs better and enabled to provide even better services.
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