Marketing Research on Current Customer Satisfaction

For the first time, Newinttech conducted a marketing research study on the satisfaction of current users of the Documentolog platform in May 2013. The survey involved users from 18 companies and organizations.

The purpose of this research: To determine the level of satisfaction among current clients, the strengths and weaknesses of the platform, the effects of its use, problems, and service quality.

As of today, the level of system proficiency among users is assessed as follows:

The absolute majority of users have undergone training in using the Documentolog system (73.4%).

50% of respondents noted that the Documentolog system has made their work easier by 50% or more. 

Almost every user noted the effectiveness of using the system. In particular, the following statements were highlighted: 

• "I can’t single anything out, I like everything, especially the speed of operation."
• "I don’t have to run around the offices of management to approve various actions. Instant notification of signed or rejected documents."
• "Saves time and paper."
• "Operational efficiency in document processing.
• "Reducing the time for document approvals."
• "Less working time spent on searching, approving, and transferring documents."
• "Saves material resources, nerves, and time."
• "Significantly simplifies working with documents. At any time, you can check the status of a sent document. It’s impossible to forget or lose any document, the program will remind you of further actions, etc."
• "Always available and everywhere, does not require additional software."

74.7% of users emphasized that they do not experience difficulties when working in the system.

The average score for the quality of service from the "User Support Service" was 4.3 out of 5, indicating that the company’s employees have room for improvement and can enhance service quality to a solid five.

It is important for the company that 54% of users voiced their suggestions for the development of the system. All suggestions are analyzed by the company’s development and system design staff for feasibility and convenience, in order to make the system even more effective and useful for users in the future.

The demand and usefulness of this system is evidenced by the fact that 75% of surveyed users would recommend the Documentolog system to their acquaintances.

In user responses, minor lags and small shortcomings in the system were noted. These responses are taken for analysis to further eliminate them.

Overall, users positively assess the usefulness and benefits of using the system.

Newinttech would like to acknowledge the qualities of its users, such as promptness, completeness, and objectivity during the survey.

Thank you very much to all users for participating in the survey, and we wish you continued success in your work with Documentolog!