Quality check

Customer satisfaction: medavis presents survey results

What do customers say? To answer this question, medavis, a provider of radiological workflow solutions, regularly conducts a customer survey of its users. The aim is to review the company's own quality standards and internal key figures and to consistently place the results of the survey at the centre of future trade.

The Karlsruhe specialist for radiology workflow solutions keeps all values at the level of previous years. The latest survey results again confirm the high level of user satisfaction with medavis solutions and services. The participants of the survey evaluated the medavis Radiology Information System (RIS) according to the grading system: 

Pie chart showing costumer satisfaction
medavis customer survey 2017
Source: medavis

User-friendly and reliable

Users praise the user-friendliness and reliability as well as the reporting workflow with integrated speech recognition. "The medavis RIS simply works", according to the users. 

Focus on standardization and legal adjustments

The rating for the term for change requests declined slightly from 3.2 to 3.4. When asked: "Are medavis products developing according to your requirements", approval has fallen from 40 to 30 percent. The duration of the implementation of individual software adaptations plays a role here.

These results can be explained by the standardization and simplification of the software to increase maintainability and traceability. "The product and development focus at medavis is on the strategic roadmap and the mapping of real solutions and cross-location workflows. Many legal and norm adaptations reduce the resources available for the specific change requirements of our customers. In addition, many current topics were not yet directly accessible to users and were only presented at the German X-Ray Congress in Leipzig," says Michael Mauer, Head of Product Management at medavis. 

Sales & Support

At 2.0, satisfaction with medavis sales and support remained at the high level of previous years. The satisfaction value improves to 1.6 if support staff were on site. The competence of the employees and their technical and product knowledge are praised as strengths of the support.

Reaction times

The speed of response to support cases is rated slightly lower from 2.2 to 2.7. Here, countermeasures have already been initiated by hiring new employees in order to cushion bottlenecks and establish faster and more effective communication with users. With the new medavis Service Center, customer inquiries are now processed more effectively and quickly. 

Service hours

64% of respondents were satisfied with current service times. 27% of respondents were in favour of extending accessibility during the week, 13% on weekends, and 6% would be interested in daily night-time availability. However, the willingness to pay higher maintenance costs for extended service times stagnated at 6% of all respondents.

Raffle 

Among all participants of the online survey medavis raffled off three prizes and presented them to the winners:

Source: medavis

21.06.2018

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