A 25-year principle

Satisfaction is
not an outcome, but an ongoing commitment.

For us, delivering a project is a beginning, not an end. We listen to and measure the satisfaction our systems create in daily use, and turn that feedback into continuous improvement.

Two people reviewing a report together during a customer meeting
200+institutions in an ongoing relationship
200+institutions in an ongoing relationship
400+completed projects
25+years of experience
4step improvement cycle
Why it is our priority

The trust built over 25 years stays at the centre of everyday work.

Our experience across more than 200 institutions and 400 projects has shown us that satisfaction is not won at delivery — it is earned over time, as a system fits the institution’s real way of working, issues are resolved quickly, and the relationship continues.

That is why we treat customer satisfaction as an integral part of our quality management system, turning every piece of feedback into a concrete improvement opportunity.

When we start working with an institution, the relationship does not end when the system is delivered. The same account manager continues to follow the system’s day-to-day use, answer questions from your team, and carry changing needs into the next development step.

Explore our quality policy

Our commitment

How we safeguard satisfaction.

A single point of contact

Throughout the project and afterwards, you deal with the same account manager who knows your institution.

A traceable request process

We log every request and make its resolution process and outcome trackable together with you.

Regular status meetings

Even after the system goes live, we meet at regular intervals to review the usage experience.

A closed loop

We report back to the relevant team, and to you when needed, on what changed as a result of a piece of feedback.

Our feedback channels

We listen to satisfaction on a regular basis.

  • Through post-delivery review meetings, we go over the usage experience and any new needs together with the client.
  • Through our account managers, we carry out regular client visits and status meetings.
  • We systematically log and analyse requests coming through our technical support and call channels to identify recurring issues.
  • In management review meetings, we evaluate customer feedback together with our quality and information security objectives.
Our continuous improvement cycle

Feedback turns into concrete action.

Diagram of the customer feedback loop: listen, measure, improve, verify

We listen

We share every piece of feedback with the relevant team and clarify its source and scope.

We measure

We regularly evaluate recurring issues and improvement opportunities.

We improve

We make improvement permanent through process, training or software updates.

We verify

We re-check the result of every change applied in the next review cycle.

A specialist reviewing feedback data through reports and charts
Feedback reaches the team

Every improvement is carried out together with the relevant team.

Feedback is not just logged — it is routed to whichever team it concerns.

When a usage difficulty is identified, it is routed directly to whichever team it concerns — software development, the field team or the training team. A software-side improvement is shipped as an update, a field-related issue is resolved with a process update, and a usage-driven need is addressed with additional training for your team. This way, feedback does not stay in a report — it becomes a change that shows up in your institution’s day-to-day use.

Policies

Quality and information security are what guarantee this approach.

Quality policy

We run processes to defined standards and verify results against measurable criteria.

Share your experience with us

Let your feedback be the starting point of our next improvement.

Send us your feedback