Happy Customers! – Results of the 2022 Survey

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A little more than two years after our last customer survey, we again asked our customers about their opinion of ReqSuite® RM and our accompanying services. For this purpose, we invited our customers’ contacts to participate in an online short survey in December 2022.

Since both the number of customers and employees as well as sales more than tripled between the last survey and this one, and seven new ReqSuite® versions have been released in the meantime, it was exciting to see how these massive changes have affected the customer experience.

High Promoter Score

The Net Promoter Score (i.e., the evaluation of the question “How likely would you be to recommend ReqSuite® RM to a friend or colleague?”) was rated at 47 points, a 30-point improvement over the 2022 survey. This score is generally seen as “very good” or, in generally less attractive product lines – which certainly include RM tools – world-class.

In particular, the fact that more than half of the respondents would definitely recommend ReqSuite® RM makes us very proud.

Recognized Strengths

The answers to the question of what our customers see as the three central strengths of ReqSuite® RM (especially also in comparison to other RM tools) largely confirmed our self-image.

More than 90% of the respondents see the complete and at the same time extremely simple and fast customizability of ReqSuite® to individual circumstances and needs as one of the greatest strengths. This makes it very easy for customers to adapt the tool to their established ways of working, rather than having to adapt their ways of working to the tool.

Over two-thirds of respondents cited ease of use as a key strength for them. This also correlates with the minimal training effort required by our customers when rolling out ReqSuite® RM.

62% of the respondents also see the premium support around ReqSuite® as one of the central strengths. This figure, which seems rather low at first glance, is remarkable because a large number of respondents have not yet used our support and could therefore rather evaluate the technical aspects of the tool.

In this regard, 43% of respondents see the assistance functions of ReqSuite® as one of the top 3 strengths.

Highest Satisfaction

When asked how satisfied customers were with their decision to choose us and our ReqSuite®, 82% gave it five stars, and 9% each gave it four or three out of five stars. The average satisfaction rating is therefore 4.71 stars, which is also considered world-class.

Interestingly, no customer reported being dissatisfied or regretting its decision. This confirms that our premium services and customer focus are not just something we claim, but are highly appreciated by our customers.

The corresponding free text feedback was particularly pleasing, of which we would like to quote the most beautiful at this point:

  • Keep up the good and fast support
  • Many thanks for the great tool and service!
  • I really like your support. Thank you
  • Keep up the good work 🙂
  • It has been an absolute pleasure working with you!

Conclusion

Despite, or perhaps because of, our massive growth over the last two years, we have not only been able to maintain our high level of customer satisfaction, but to increase it even further. This drives us to continue to give our all every day so that this level can at least be maintained, if not even further increased.

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Sebastian Adam
https://www.osseno.com

Dr. Sebastian Adam is Managing Director of OSSENO Software GmbH and responsible for product innovation and marketing. Before joining OSSENO, he worked for 10 years as a consultant, scientist and team leader for requirements engineering at the Fraunhofer Institute for Experimental Software Engineering (IESE). Dr. Adam has assisted several dozen companies and has best practices in the introduction and implementation of requirements engineering across all industries.