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Our Resolutions After Recent Annual Partner Satisfaction Survey

Wednesday, March 20, 2024
Reading time: 3 minutes

At the beginning of each year, we invite our current partners to reflect on their experiences with Companial over the previous year by participating in the annual Companial Partner Satisfaction Survey. The feedback we receive is invaluable, clearly pointing us toward the areas that need improvement and those with the potential to create even more value for you – our partners.

Thank you for the honest feedback you’ve shared with us! Now it’s our turn to give you a summary of the current Companial partner sentiment, representing the voice of 353 individuals from approximately 290 companies across 34 countries. Most importantly, here you can also read about the resolutions we’ve made and the innovations we will undertake in response to your feedback.

Companial Partner Sentiment 2024

As visuals speak louder than words, here are the key figures representing Companial Partner Sentiment from the recent annual survey:

  • Overall Companial Partner Satisfaction (on a scale of 1- 5, with 5 being the highest possible evaluation)
Overall Companial Partner Satisfaction 4.3 out of 5
Overall Companial Partner Satisfaction growths statistic
  • Satisfaction with the major touchpoints (on a scale of 1- 5, 5 is the highest possible evaluation)
  • Net Promoter Score: How likely would you recommend Companial to others?
Net Promoter Score is 49

Following the classic NPS calculation model (a scale from 0 to 10), the Companial’s 2024 NPS reached 49, which falls in the high NPS range. This demonstrates strong advocacy of Companial services within our partner community. Notably, 61% of partners who responded rated their likelihood of recommending Companial as a 9 or 10, the highest possible evaluation.

  • What Partners appreciate the most in their experience with Companial:

Expertise
and professionalism

Support
and responsiveness

Information

Closeness
and human contact

Our Resolutions and Focus Areas

To continue delivering an outstanding experience to our partners, we will focus our attention on driving improvements and innovations in these three distinct areas:

Partner closeness

Operational excellence

Information service

Partner Closeness

Being helpful and available at any time to share our expertise with our partners is one of the key value adds, as highlighted by our partners in their feedback. We will continue to ensure more individual attention is given to our managed partners from local Companial representatives – through regular conversations about your challenges and emerging needs, Companial partner community events, and personal and professional support for your requests.

Our effort last year to keep our Foundation partners well-informed about the latest news and conversations happening in the market was well received by this group of partners. We take this as your endorsement to continue encouraging Foundation partners to join our regular informational partner community events.

Operational Excellence

  • Automation Capabilities in Licensing Processes, with a Focus on Reporting: In the high-volume play of the cloud business, we will continue to support our partners in achieving greater efficiency in the process of license ordering and management through increased automation. Over the previous year, we provided our partners with new capabilities to automate the billing process, also introduced the first version of the To-Customer Marketplace. This year, we will focus on further encouraging and enabling our partners to adopt these tools, while also expanding their capabilities to include the reporting aspect.
  • CSP Marketplace Usability and Ordering Experience: This is an area of our attention this year, where, feature by feature, we strive to make your experience in the marketplace smoother and more convenient.
  • Unification of Support System: For more your efficiency and convenience, we are on the verge of launching an updated Unified Partner Support system through the Partner Portal. As a result of this innovation, our partners will enjoy the ease of reporting and reviewing all support cases within a single Partner Portal. Whether you're contacting our Partner Care team for Microsoft licensing and operational support, seeking assistance with our technical services, or have questions about invoices, this unified system ensures a seamless and effective experience for all your inquiries. Gone are the delays in assigning cases to specific teams or agents. With everything centralized, resolution times are shortened, enabling us to focus on what truly matters—addressing our Partner requests.

Information Service

  • Partner Information Center: One of the major innovations we seek to bring in 2024 is the centralization of the most relevant information we provide to our partners into one location (the Partner Information Center as part of the Companial Partner Portal), so you can easily access it when you need it. No more switching between various communication channels, and no more feelings of missing something important. Everything will be in one place, with convenient navigation and conversational capabilities in later stages.
  • Leveraging Subscription Center for more tailored information: Your feedback has been clear - you value communication that's more personalized to your individual needs. To achieve this, we persistently encourage all our partners to specify their content preferences in the Subscription Center provided by Companial. This way we could make sure only most important and requested updates are delivered to you.

Thank you for being a part of this continued innovation by sharing your voice with us!

Sandra Matuleviciute-Bagdonaviciene
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