Albert Einstein once said “Try not to become a man of success. Rather become a man of value.”

96% of CAPSiDE’s customers reported a proper solution to their request

The difference between success and value, in our eyes, stems from the separations between business performance and the opinion our clients hold of us. In a sense, success is just one way our value is judged.

Here at CAPSiDE, we seek to present services and knowledge to our clients that they deem valuable and satisfactory. Without our clients and the positive image we strive to gain through their feedback, CAPSiDE would not be able to continue on the path of growth we have been fortunate to follow.

To measure our value, we continue to use a direct feedback system implemented in 2014.

With 4 one-click questions and 1 optional free response section, the survey is designed to be quick for the client and informational for CAPSiDE. Every client receives this survey when completing a service request ticket and it can be filled out in a matter of seconds. While brief, the responses we receive from this simple survey have proved vital in improving our services over the past year. Granted, this is not the singular time that comments are allowed throughout the process; the direct line of communication maintained by the CAPSiDE team with their clients allows for a constant flow of feedback.

Following the trend of transparency cited in the article of the feedback for 2014, we want to continue the open communication and reveal results from the first 6 months of 2015. We are incredibly pleased to share that our responses have increased in positivity over the past half year.

The members of the CAPSiDE team create the value of our company.

To properly solve a request, there are endless solutions depending on the type of request. The solution may be quite simple or incredibly complex, but no matter the circumstances, an optimal resolution is the key. We are happy to inform that the ratings for these solutions have increased since the report of 2014. The following survey questions are asked to be rated on a scale from 1 to 5, with 5 being the best.

 

CAPSiDE’s immense growth has been a major factor in this, as both our client base and team have expanded.

Comparing revenue year over year, there was a 27% growth from 2012 to 2013 and a 52% growth from 2013 to 2014. For the difference from 2014 to 2015, we are on track to surpass a 60%, our revenue goal. As it stands, from the beginning of 2015 to the first week of June, CAPSiDE had earned the same amount of revenue as it did in all of 2014. These numbers show our success, but what really brings value to our services is the positive feedback we received!

Client satisfaction has improved, despite the rise in requests.

To be more specific, the responses received on the survey indicated that 96% of customers reported a proper solution to their request. In terms of satisfaction with the solution, 95% of clients gave 4 or 5 out of a possible 5. There is even a distinc increase in the past six months.

The comments we received from clients echoed the data:

“A solution was proactively proposed, it was much appreciated.”

“In general, the time of the response and the result of all queries made were successful.”

This upward trend however, is only possible due to the dedication from both our clients and employees. That’s the reason why the team at CAPSiDE continues to expand in order to keep up with demand. Already, the rate of growth is astounding, with 24 employees in 2014 and 33 by the beginning of July, 2015.

To address all client’s needs, 1 year ago CAPSiDE also co-founded a new cybersecurity company called Ackcent Cybersecurity. Combining both companies, the group is 47 members strong, with a commercial presence in Barcelona, Madrid, Miami, Mexico, London and New Delhi.

Additionally, new methods for responding to tickets and optimizing response times are being developed and tested. CAPSiDE aims to lead the change, and provide the most valuable solutions for every project. With the help of our clients and their feedback, we’ll do it!

Thank you from all of us at CAPSiDE.

TAGS: capside, company, feedback, growth, problem solving, response, revenue, tickets

speech-bubble-13-icon Created with Sketch.
Comments

Leave a Reply

Your email address will not be published. Required fields are marked *

*
*