IENA Customer satisfaction is at the heart of our priorities. To better understand their needs and continuously improve our Application Management consulting activity, we recently conducted a customer satisfaction survey. The findings, collected from our clients, provide valuable insights and testify to the quality of our services.

Survey Methodology

The survey was conducted online and included a sample representative of our customers:

• 22 respondents
• 12 companies
• Across 6 industry sectors: Real Estate, Services, Luxury, Pharmaceuticals, Banking/Insurance, Media

Participants evaluated various aspects of our Application Management, including responsiveness, technical and functional expertise, competence, team communication and organization, quality of solutions provided, and overall satisfaction.

Overall Results

Responsiveness and response time

A standout strength of the survey was our responsiveness: 100% of clients reported satisfaction with our response times. This underscores our commitment to delivering timely and effective support, an essential criterion in the field of Application Management.

“High responsiveness in handling requests and regular updates on progress.”

Technical and functional expertise

Our teams’ expertise is also highly recognized. 95% of respondents believe our consultants have strong technical capability and are able to solve issues effectively. Client feedback praises the quality of assistance and team availability for technical questions.

“Competence, availability, professionalism, responsiveness, clarity in communication, polite wording in emails. A team it is pleasant to work with.”

Quality of team communication

Communication is a core part of our Application Management, and 95% of respondents expressed satisfaction with our communication quality. Clients highlighted clarity, transparency, and courtesy, which greatly facilitate problem-solving and solutions understanding. Our team strives for constant, open dialogue, delivering regular updates and remaining available to address concerns. This high level of communication fosters trust and a long-term partnership with clients.

“Very good customer relationships. All of you have excellent communication skills that reassure the end user and us as application managers.”

Organizational quality of our team

Effective team organization is another key commendation. 100% of respondents were satisfied with our ability to manage projects and requests in a structured and orderly way. Clients specifically appreciated our rigorous prioritization, careful intervention planning, and adherence to deadlines. Our use of agile methodologies and strong management tools enables precise task tracking and smooth coordination across contributors. This exemplary organization enhances operational efficiency and reduces waiting times, reinforcing the reliability and quality of our Application Management.

“The responsiveness of the team that can reorganize when we have critical points or emergencies.”

Overall satisfaction

Clients awarded an average score of 8.4 / 10 for our Application Management. This demonstrates the trust they place in IENA and our ability to maintain a high standard of service.

Areas for Improvement

Although results are overwhelmingly positive, the survey highlighted areas for further enhancement. Some clients expressed a desire for even more proactive communication, particularly regarding regular updates on ongoing ticket status. Additionally, a few responses suggested optimizing internal processes to resolve more complex incidents even faster.

Planned Actions

In response to this feedback, we plan to implement:

• Enhanced communication: Increase the frequency of proactive updates on request progress.
• Continuous team training: Continue investing in ongoing training to maintain high technical skills.
• Internal process optimization: Improve processes to speed up resolution of complex issues.

Conclusion

The results of this satisfaction survey are extremely encouraging and motivate us to continue excelling in our Application Maintenance. At IENA, we are committed to listening to our clients and adapting our offerings to better meet their expectations. We would like sincerely to thank all participants for their valuable feedback and renewed trust. Together, we will continue to build innovative and high-performance solutions to meet your application maintenance needs.