You Spoke, We Listened

Insights from Fetcher’s 2019 Client Feedback Survey

By Jayne McKenna, Customer Success & Operations, Fetcher

We are delighted to say that 2019 has already been a big year for Fetcher. As we continue to grow rapidly, we decided that it was crucial to gather feedback from our clients in order to understand what we do well and where we can improve.

Now, let’s dive into the results of our customer feedback surveys…

1. How satisfied are you with Fetcher’s web interface?

We received an 82% satisfaction rate.

We received some terrific suggestions on how we can improve the user interface to make it easier to navigate and better address the needs of our broader customer base. The product team is still digesting the suggestions, determining where there is the most overlap, and scheduling updates for the future. In fact, one small improvement was pushed just a few days after reading the feedback.

2. How satisfied are you with the candidates we sent you?

We received a 70% satisfaction rate.

While this is a high score, we understand that candidate quality is one of the most important features of Fetcher. We are working on improving our internal processes so that we can take swift action when candidate feedback is straying off course. We will also continue to work closely with our clients to ensure successful role calibration, ensuring our clients hit the ground running with each new search.

3. How satisfied are you with your Customer Success Manager?

We received a 96% satisfaction rate.

This is a great result, and a validation of our efforts to provide an unparalleled customer experience. Ensuring an outstanding client experience is at the heart of what we do, so we will continue to strive for a 95+ score.

4. How likely are you to recommend Fetcher to a friend or colleague?

We received a Net Promoter Score of 34.

Typically, a Net Promoter Score (NPS) of >30 indicates that your company has far more happy customers than unhappy ones. As an emerging SaaS start-up, we’re particularly pleased with this score. We built our business on word of mouth, so our clients’ belief in us means everything. We are dedicated to continue making you proud to recommend Fetcher.

And that’s a wrap!

We just want to say a big thank you to all of our clients who took time out of their busy day to share their thoughts with us.

We are so grateful for your continued support and couldn’t have done it without you. :)

Until we meet again at the end of Q2!

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