SOAPware, Inc. Quality Metrics

I have been alluding a bit to a transformation that is taking place at SOAPware, Inc. Several very talented people, including a new COO, Don Butcher, and CTO, Kyle Rogers, have joined an already talent-laden team. A key directive has been to implement metrics in order to promote quality improvement. Our support manager, Ryan Petty, and Brad Hampton, our key "community" developer, really took the lead on this and created an online survey to ask users of their experience when they engaged support. They started doing this last January, and 2452 surveys have been completed to date. Currently, the survey asks 4 questions:

1. Please rate your SOAPware experience: Excellent, Good, Mediocre or Disappointing.
2. Please rate your remote support experience: Excellent, Good, Mediocre or Disappointing.
3. What’s the status of your problem? Solved, Partially Solved or Not Solved.
4. Any additional comments






The negatives that we currently see in the comments are most often about appointments with support that were late, or return calls that had delayed response times. These are part of our growing pains, and we are taking actions to address these issues.
I wish to extend our gratitude to everyone who contributed to this survey, and a special thanks to those taking the time to offer comments as to how we can improve.
I also wish to express my gratitude to the Support and Implementation-Training teams here at SOAPware for their efforts. They really do a great job, even when challenged by not being able to respond in as timely a fashion as they sometimes prefer.