- by Serge Rubinstein
- Jan 18, 2017
- Customer satisfaction survey scores, internal improvemnet
This is my first post for Trade Show Internet as the newly minted Director of Marketing. I’m excited to enter a company that operates in a space that has been overlooked by both event management and the traditional players in the telecom industry: live event internet connectivity. If you’ve ever been responsible for ordering Internet services for a live event, be it a trade show, meeting, or an outdoor show, or just been a participant, you’ve probably experienced the frustration of shoddy and overpriced Internet connectivity. I know I have.
After my first couple of months at the company, as the fire hose of on-boarding information has trickled down to a manageable stream, it’s become even clearer why I decided to join up: the opportunity to broadcast the benefits of great event Internet to a broader audience.
I’ve been reviewing the scores from our ongoing Customer Satisfaction Survey, and am extremely impressed at our ratings. While it’s not usually good form to toot one’s own horn, I’m going to bring to light what Trade Show Internet has worked towards and achieved so far in its eight-year history: delighting our customers.
First off, a little bit of background on the survey. The survey results have been culled from 200 responses collected over the past two years. The survey itself is short, but the responses that struck a chord in my marketing heart were from three core questions:
- “On a scale of 0 to 10, how would you rate your satisfaction with Trade Show Internet?”
- “On a scale of 0 to 10, please indicate how well you agree with the following statement: Trade Show Internet cares about me as a customer.”
- And the “pedal to the metal/rubber meets the road” question: “On a scale from 0 to 10, how likely are you to recommend Trade Show Internet to a friend, colleague or family member?”
Coming from a background of marketing a mix of SaaS and enterprise software and services, I’m keenly aware of the importance of happy customers - the price to acquire a new customer can range from four to 10 times the cost of retaining an existing one. So, making sure you’re delivering the highest level of service, product and customer satisfaction is key to creating customer loyalty and growing a business. With that said, here’s what the survey revealed.
On a scale of 0 to 10, how would you rate your satisfaction with Trade Show Internet?
On a 0-10 scale, if you consider a score of “7” as “satisfied” and “10” as “extremely satisfied,” then 90% of our customers were satisfied or extremely satisfied with our services. Breaking out the "extremely satisfied" choice garners a 53% score.
Trade Show Internet cares about me as a customer.
On a 0-10 scale, if you consider a score of “7” as “agree” and “10” as “completely agree,” then 92% of our customers were satisfied or completely satisfied with the sentiment that Trade Show Internet cared about them as a customer. Breaking out the “completely agree” choice garnered a 66% score.
How likely are you to recommend Trade Show Internet to a friend, colleague or family member?
On a 0-10 scale, if you consider a score of “7” as “likely” and “10” as “extremely likely,” then 90% of our customers were either likely or extremely likely to recommend Trade Show Internet to a friend, colleague or family member and 60% were "extremely likely" to make a recommendation.
As you can see, these are pretty impressive scores. But this is just a snapshot in time; our work is not done. As 2017 takes off, it’s nice to take a moment and reflect back on what the company has achieved, however we won’t rest on our laurels. Our goal is the consistent and relentless pursuit of satisfying our customers.
I look forward to helping the team continue to create innovative event WiFi solutions and craft the messaging that will break through the noise and status quo mentality of event Internet.
Here’s to a banner 2017!
-Serge Rubinstein
Response Key: 0 = Extremely Dissatisfied, 1-3 = Dissatisfied, 4-6 = Neutral, 7-9 = Satisfied, 10 = Extremely Satisfied
Trade Show Internet is the leading independent Internet Service Provider in the events industry.
- Phone: (866) 385-1504
- Email: support@tradeshowinternet.com
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