The Annual Customer Satisfaction Survey Results in Overall Satisfaction Ratings of 97%

DENVER – May 7, 2013Spinnaker Support, the global market leader for SAP and JD Edwards third-party maintenance, co-sourcing, and consulting services, announces a 97% overall satisfaction rating from their customers in its latest bi-annual customer satisfaction survey.

“Companies come to us because they are not happy with the level of service and ROI of their SAP and JD Edwards maintenance investments,” commented Matt Stava, Managing Principal at Spinnaker Support.  “Because of this, we go to great lengths to ensure that we are delivering on our high value promise — exceptional service quality for less cost.  Our bi-annual surveys helps us monitor our performance against this commitment and validates we are consistently delivering on that promise.”

Satisfaction scores for customer service and response times continue to exceed our high expectations. With guaranteed responses time of 30 minutes, the average response time for Priority 1 and 2 tickets was under 8.5 minutes.  For Spinnaker Support, a response is classified as a live conversation between a client and a skilled software engineer that can immediately address the issue, not merely an email or voicemail response.  Among the areas measured were quality of service, response time, functional and technical knowledge, web portal user experience, ability to understand specific environments, and overall satisfaction.  The average rating from all categories was 93%.The insights gained from the feedback provided by customers on an ongoing basis, as well as through the bi-annual survey, are invaluable for the Support Services team. It is used to identify areas of strength and opportunities for improvement. They incorporate client feedback into their strategic planning and day-to-day operations when appropriate.

“Since founding the company over 10 years ago, it has always been my goal to value our customers above all else and provide the best service with the best support team in the industry. The high satisfaction scores validate that these values are being adhered to, and that the entire team is committed to our customers,” continued Stava. “We are constantly evaluating and improving upon the way we provide support to our customers. This constant attention is what has been recognized by our customers.”


About Spinnaker Support

Spinnaker Support, the global market leader for SAP and JD Edwards third-party maintenance, co-sourcing and consulting services, helps companies maximize their ERP software investments. Whether companies are planning to replace their high-cost maintenance provider or are seeking supplemental maintenance support for their ERP applications, Spinnaker Support has a solution to fit their needs. More than 160 clients worldwide have chosen Spinnaker Support as their provider of choice. Spinnaker Support services are available across the globe via offices located in Denver, London, Singapore, and South Africa.