To analyze these NPS results, we always start with a category analysis. All NPS registrations with a comment are divided into different categories.

• 44.18% - A pleasant experience

• 19.24% - No comment

• 10.68% - Increases my efficiency 

• 9.02% - The system is too complex to use or understand

• 6.17% - Reporting bugs

• 5.7% - Missing functionalities

• 3.8% - The system is slow

• 1.18% - Support related comments

Surprising this quarter is the category 'The system is slow'. This category shows a decrease of 42.1% compared to the previous quarter. Our Development department has made many improvements. This quarter they focused on optimizing our database structure along with improving speed within Contract Management. Looking at your feedback, this has had a huge effect.

It’s still nice to see that most of the comments we receive are about the user-friendliness of our software. Again, almost half of all comments, namely 44.18%.

After analyzing the categories, we look for improvements within the modules. This quarter, comments stood out about paying with the Spend Cloud Cards, searching within Procurement and the feeling that we do nothing with wishes from our customers.

A number of comments were received about searching within the Procurement module. Users would appreciate it if you could easily search for the products or services you need. This is currently not possible and you can only navigate via the categories. However, our UX department, in combination with Development, has implemented improvements on the 'Requests' page within Procurement. It is now easier to find products and web shops by making good use of categories. Are there no categories yet within your Spend Cloud environment? Then read more in this Portal article.

For now, searching within Procurement is not (yet) on our roadmap, but if this is your absolute wish? Please register this via the Community in our Spend Cloud Portal. The more people vote for this, the sooner it will be put on our roadmap.

The above is fully in line with the last theme that we identified from our analysis. We have seen the comment that we are not doing enough with the wishes within the Community relatively more this quarter. Normally this is mentioned by maybe one person, but this quarter there were four. A significant increase and reason enough to mention it.

We are doing our very best to keep up with the community and ideas. We keep our customers in mind with everything we make. We start various user studies and combine wishes within larger projects. We always try to spend our time developing or improving functionalities that add the most value for the entire group of customers. As a result, we prioritize wishes in the general interest higher than exceptions. This may mean that your specific wish is not always addressed, or may take some time.

We request feedback from Spend Cloud users in various ways. We find this extremely important, because we want our services and software to meet the wishes of Spend Cloud users as closely as possible. These are the ways we ask for feedback:

• The NPS question. This is a generic question asking whether you would recommend a product or service to a friend or colleague. This specific format allows us to easily compare our feedback with other (Visma) companies. In this article you can read more about what the NPS question is and the associated score.

• rNPS. This is a score at relationship level and we ask this through the customer satisfaction survey. This is sent to approximately 200 application managers every month. Each person receives the survey a maximum of twice a year.

• pNPS. This is a score given anonymously for the product. To also gain insight into the feedback from our users, this question is asked to everyone within the Spend Cloud. This question is asked twice a year at the bottom of the screen.

• Test panel. We use the test panel to test small design changes, but also test major new functionalities and sometimes entire modules. Participating in the test panel is always on a voluntary basis and you can always choose not to accept an invitation. However, we would like to ask you to take some time for it. It gives us many valuable insights prior to the development of a new project. Do you want to register? This is possible here.

• Customer Effort Score (CES). We measure this score when we want to develop a major new functionality. To do this, we first investigate the use of the current functionality by asking a number of short questions. We use these answers to improve functionality. After the new functionality is released, we'll ask the same questions again. This way we can easily see whether the functionality has actually been improved.

Would you also like to receive the relational survey or our newsletters, for example? You can indicate this via your profile in the Spend Cloud.