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>> CLIENT SURVEY RESULTS
The “voice of our clients”
is what drives our strategic
initiatives and enhances
our products, services
and our clients’
individual needs.
“A satisfied customer
is the best business
strategy of all.”
> MICHAEL LEBOEUF <
We’ve built Locknet – An EO Johnson Company on the importance of building relationships
based on integrity and trust, with a goal of providing clients with “World Class” experiences.
As part of this commitment, we continuously seek to understand what it is that our clients
appreciate most about Locknet. We are just as eager to seek out any “call to action” items
that we need to improve within our business. We look at these items as opportunities and
rely on this feedback from our clients to help us continue down the right path.
Each year, we send our annual survey to all Managed Service clients with this goal in
mind. We rely on their honest and candid feedback received through this survey as well as
other surveys conducted throughout the year. This “voice of our clients” is what drives our
strategic initiatives and enhances our products, services and our clients’ individual needs.
Our 2018 Survey
In 2018, we sent 32% more surveys than in 2017 and received an incredible 50% response
rate, up from an already high 40% in 2017. This phenomenal response rate is a strong
indicator that our clients know we are always looking to improve and that we really listen to
them!
What Did We Learn?
Based on the results collected from our 2018 survey, we were delighted to learn that our
previous year’s initiatives made a positive and significant impact. However, we also identified
several areas where we can improve. We reviewed all of this feedback with our leadership
team during our strategic planning sessions in December and we’re excited to share with you
our client driven Strategic Initiatives for 2019.
Our 2019 Strategic Initiatives
>> Improve the efficiency of our installation and onboarding processes. Utilize our
business process improvement expertise to reimagine our Keysuite onboarding process as
well as PC install and project processes. Our Keysuite onboarding process is the first and
most comprehensive project and you will hear much more about this in an upcoming issue.
>> Develop individualized plans and continue to invest in critical training for all
employees. Create a more robust and consistent training plan for all new hires (currently
done at the department level) as well as increased individual training/development plan for all
employees. Technical employees will receive dedicated training time during their workweek.
>> Strengthen Locknet’s strategic advisor role. There is a lot to this one and the
outcome we will be shooting for will be that Locknet and especially our Account Executives
and Strategic Business Review (SBR) team members are adding real strategic value to help
our clients achieve their business goals.
>> Continue to provide an exceptional client experience when clients engage with
our support center. Continue to build on the success of our support teams model as well
as enhancements to our on-call coverage outside of our regular business hours, providing
more proactive maintenance and monitoring, faster issue resolution, and more.
THANK YOU for your partnership and for your trust in Locknet. Our next annual survey will
go out in Q4 to our Managed Service clients and in the meantime, as always we welcome
continuous feedback from all of our clients throughout the year!
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