1. Customer Satisfaction Survey SURFnet Walter van Dijk TF-MSP meeting 9 & 10 May 2012

2. Outline  Goal: measure customer satisfaction on a yearly basis  Respondents: ICT-management of connected institutions  Set-up: standard set of questions since 2009 (trends!)  Instrument: online survey (10 minutes), not anonymous  Actual work outsourced to specialized company: Feelfinders  Results: excellent input for account advisors & product managers

3. Response rate: ±50% SURFnet. We make innovation work

4. Statements [1]

5. Statements [2]

6. Statements [3]

7. Net Promotor Score (NPS)  36% marks SURFnet with a 9 or 10  2% marks SURFnet with an 6 or less  Average score in 2011: 8.2

8. Net Promotor Score (NPS) Results available per sector & per customer

9. Why would you recommend SURFnet?  Reliable partner  Quality of services  High level of expertise  Proven track record in innovation

10. Where should we change?  Increase customer focus, more consultancy  More attention for smaller organizations  Focus on a small set of excellent services  Close the gap with the campus infrastructure

11. Uptake of services

12. Evaluation of services

13. Appreciation of account adviser

14. W Walter.vanDijk@SURFnet.nl @walingvandijk walingvandijk www.surfnet.nl +31 30 2 305 305 Creative Commons “Attribution” license: http://creativecommons.org/licenses/by/3.0/