Monday, December 10, 2018
Behind the scenes of the Partner satisfaction survey
For 1ClickFactory as a Microsoft Azure service partner for Dynamics Partners’ organizations, it’s very important to help our partners make their job of using our Cloud services as easy and smooth as possible. We strongly believe that by streamlining our Cloud service-related processes at our side we directly influence our Partners’ ability to serve their end-customers better, while also helping partners scale in their Cloud business.
To listen to the voice of our partners and to identify their needs for future service development, we executed the Partner Satisfaction survey for 1ClickFactory Self-Provisioning for NAV/Business Central on Azure service. With this survey we also wanted to reveal our Partners’ satisfaction for the service and their likelihood to recommend the service to others.
We polled the existing 1ClickFactory Self-Provisioning for NAV/Business Central on Azure service users at Microsoft Dynamics Partners’ organizations. The survey was confidential and anonymous and was delivered in the email to web format.
Overall, more than 60 partners from 19 countries from Europe and North America reacted and completed the survey. In this blog post I want to share some findings from this research.
What do Partners value the most in the Cloud services?
One of the things we asked our partners to share in the survey was to tell what they value the most in 1ClickFactory Self-Provisioning for NAV/Business Central on Azure service. These two features stood out:
- Easiness and speed of implementation while provisioning Dynamics NAV solutions on Microsoft Azure through the 1ClickFactory platform were the absolute favorites mentioned by 43% of survey respondents.
- The convenience of the platform (completeness of the platform, options within the service, central user management, automated upgrade experience, etc.) was mentioned by 23% of survey respondents as one of the most valuable capabilities provided in the service.
Partners also appreciate a prompt and professional service support backed up with a strong NAV/Business Central knowledge as one of the most important features. Availability, reliability, monitoring and performance were among the other mentioned important value components for the service.
Survey respondents also stated that fixed monthly pricing of the service is appreciated by end-customers.
Partners also valued the independence of being able to use the service on self-service and whenever they needed it. According to our partners, the platform’s simplicity makes this possible and is highly valued.
Figure: What do you like the most about the Self-Provisioning for NAV/Business Central on Azure service?
Partners’ satisfaction and loyalty for the service
When we launched the Self-Provisioning for NAV/Business Central on Azure service, we invested a significant effort into making the service as simple as possible for our partners to use. Our goal was to make it so simple that they could set it up (provision their first end-customers’ Dynamics NAV solutions to Microsoft Azure) within an hour or less and forget it until the next deal.
We also largely invested into providing our Partners with prompt and professional support in case they required support. We’re extremely happy that all these efforts were rewarded with a high level of our partners’ satisfaction which was revealed in this survey and a rapid growth in new users.
The Partner Satisfaction survey revealed that 95% of the Partners who completed the survey were satisfied or very satisfied with the service compared to 5% who were not satisfied. This makes an average satisfaction rate for the service 4.5 out of 5, the highest possible rating.
Figure: Overall, how satisfied are you with the Self-Provisioning for NAV/Business Central on Azure service? (1 – Very unsatisfied, 5 – Very satisfied).
We also used the Net Promoter Score (NPS), one of the most widespread methods in businesses today to measure and improve customer loyalty to understand how likely the partners were to recommend 1ClickFactory Self-Provisioning for NAV/Business Central on Azure service to others.
Following the classic NPS measurement model, we calculated the NPS for 1ClickFactory Self-Provisioning for NAV/Business Central on Azure service. The service-level NPS scored for 64 which is a solid high rating compared with industry averages.
Figure: How likely are you to recommend the Self-Provisioning for NAV/Business Central on Azure service to others?
Our Partner experience resolutions for 2019
Excellent customer experience is crucial nowadays as it becomes the only durable competitive advantage for businesses. Customers no longer just buy products and services for their features only, they buy the overall experience across all interactions. This means before, while and after using the product or service, where each interaction between the vendor, partner and end customer might count. Therefore, the smooth experience that covers the entire supply chain from a technology partner to Microsoft Dynamics partner to the end-customer is very critical.
The data and findings from the Partner survey gave us a clear direction of what service enhancements we need to drive forward over the upcoming years to revamp the Partner experience for Self-Provisioning for NAV/Business Central on Azure service. And we’ve defined an extensive plan of innovations to be delivered within the next few years.
The data from the survey has been analyzed and included in the Partner Experience report of 1ClickFactory Self-Provisioning for NAV/Business Central on Azure service. If you want to receive it or find out more about the planned Partner experience innovations for 1ClickFactory Self-Provisioning for NAV on Azure service, please contact us at VoiceOfPartner@1clickfactory.com.
About 1ClickFactory Self-Provisioning for NAV/Business Central on Azure service
With 1ClickFactory Self-Provisioning for NAV/Business Central on Azure service Microsoft Dynamics Partners can easily deploy Dynamics NAV/Business Central solutions on Microsoft Azure through our platform in 1 hour or less. It’s self-service and available 24/7 on a highly secure and readily supported environment.
But better let our Partners speak for themselves. Watch video testimonials by clicking on the links beneath: