At our AgileAssets planning meetings late last year, we discussed what should be the most important thing for us to focus on in 2018 – or as McChesney, Covey, and Huling refer to it in the FranklinCovey book, The 4 Disciplines of Execution, our Wildly Important Goal (WIG).
After a bit of discussion and debate about things like the meaning of “satisfaction” and “happiness”, we decided that our WIG for this year would be focused on improving the happiness of you, our customers. The point of our goal isn’t just to focus on happiness for 2018 and then move on to something else next year, but to focus on the behavioral changes that are needed to make the focus on your happiness become a habit, a committed change, and improvement to who we are and how we work together.
We have been making strides over the last couple of years to improve the quality of our product, shorten the time it takes to implement and upgrade, improve the time it takes to resolve an issue that does come up, and to be engaged with you more as we build solutions. We have also implemented changes that allow us to be more responsive to you when issues come up or enhancements are requested.
Even with all those changes, we want to do more. We’re going to give you multiple opportunities to tell us how we are doing. We are using a technique called Net Promoter Score (NPS) to measure your satisfaction with AgileAssets. NPS is simple – we will ask one question “Based on your recent experience with AgileAssets, how likely are you to recommend us to your colleagues and other agencies?” and then there is an optional follow-up opportunity for you to share why you responded the way you did. We feel that this is a simple and clear way of finding out how happy you are with us, and it gives us the information we need to respond and adapt.
Throughout the coming months, you will see many more changes. At our International Users Conference (IUC) in April, we are going to introduce two new ways for you to engage and collaborate with us and each other – Communities and Ideas. You’re also going to see us or hear from us more often to make sure we understand what matters most to you and your team and how you define strategic and tactical success.
We’re not perfect, but we’re trying – and hopefully with your feedback and our efforts you will feel happier as an AgileAssets customer in 2018, and beyond.
Written by: Michael Lester on February 23, 2018