With availability and reliability as two pillars of CAKE’s DNA, we pride ourselves on our approach to service. So, we were pleased to find that a high percentage of our long-term customers give CAKE’s account management and technical support teams high marks.
In a recent survey sent to 400+ users – the majority who log in to the CAKE system multiple times a day:
- 90% of respondents describe CAKE account management interaction as “meeting” or “exceeding” expectations
- 73% ranked tech support as “extremely” or “very” knowledgeable
- 89% said our team is “extremely” or “very” responsive
It’s nice to hear that our experienced, dedicated support staff is having a direct, positive impact on customer satisfaction.
Our survey also found that customers are highly positive about CAKE’s feature set, with more than two-thirds of those polled ranking CAKE’s full range of features as either “much better” or “better” than competitors. The features and attributes of the CAKE solution most often cited as superior include our reporting tools, flexibility to fit multiple business models, easy navigation and user interface.
On the flip side, future dated payouts and events reporting were noted as areas where the solution has room to improve. This kind of detailed feedback is extremely useful – we funnel everything we learn from customers back into product innovation, so it always helps to hear about what’s working, as well as how we could improve.
We’d like to thank all our customers who participated in the 2014 CAKE customer satisfaction survey and look forward to putting the insights gained into action.
Want to share your thoughts on CAKE? You don’t have to wait for the next survey – if you need help, have a question or just want to get maximum power out of the CAKE SaaS platform for performance marketing, don’t hesitate to reach out. More information on our support services can be found here.
To learn more about CAKE, click here.