Tell us how you really feel: survey results reveal customers’ likes and dislikes

Thank you to our SunPac and K12 Enterprise software customers who completed the recent survey. Here’s a summary of the results:

  • 88% of respondents said their software was performing as expected and meets their functional requirements.
  • Regarding customer support, approximately 90% of respondents are happy with the support they receive and the response rate of K12 Enterprise personnel.
  • 4 out of 5 respondents would refer K12 Enterprise to a colleague or another organization.
  • Not all responses were positive, however. Some clients believe that communication about hot fixes and system patches could be improved. A few customers had specific system concerns, and we’ve begun to address those issues on an individual basis.

Here’s what some of you said when asked about the greatest value of your software:

“Very user friendly. I have been in payroll for 19 years. One year at a community college and the other in Charlotte. K-12 Enterprise is one of the reasons I had to come back to the public school system.”

“Speed. I like that I don’t have to wait for a window to load each time I save my work.”

“It functions to process ALL of our financial needs. From Accounts Payable, Purchasing, Payroll and beyond. All without errors or without time consuming work arounds.”

“I like the fact that I can take thousands of transactions and see them in an impactful way in order to complete my work on various levels.”

“Meets state/federal requirements as they change.”

Comments about support: 

“I am completely satisfied with the service I receive.”

“In my opinion, your level of service, response time to issues, and willingness to enhance your software is great!”

“I always appreciate a timely response and you’ve never let me down.”

“You are always top notch.”

“You do an excellent job with service.”

“Currently every time we call or enter a ticket, we’re contacted in a timely matter and our issues are resolved quickly.”

“K12 provides a lot of support for us. They have always been there to help me with any problems I have come across. K12 is always up to date on any changes that are going to take place. I don’t know how we would survive without the service and support from K12.”

“I am looking at retiring August 1st. I am extremely pleased to have worked all these years with K12. I  couldn’t have asked for better support.”

“I really appreciate the different contact options I have for customer service. Everyone is always eager to help and there when I have a problem.”

Additional feedback:

“Customer Service is wonderful. Software keeps up with what we need. Great job with ACA requirements.”

“Please thank the support staff and programmers for us. We really do appreciate their willingness to help, no matter what the issue!”

“Thank you for being willing to take on the requirements of N.C. reporting and salary payments. It’s a constant battle to keep up with their changing whims!”

“Your support team is excellent, friendly, and quick to resolve any issues when we call. Your software is easy to learn, and surpasses our expectations.”

“It’s all good. You guys are wonderful.”

We’ll solicit feedback from everyone again, including our QSP customers, in the fourth quarter of 2016.