One in three customers will leave a brand or a product after just one bad experience, according to a PwC report.
With customer commitment driving the success of most organizations today, losing such a large number can be detrimental.
To create meaningful experiences and build lasting relationships, organizations must make customer-centricity both a strategy and a culture. Anunta takes great pride in this aspect – we have woven a customer-centric approach into our culture, mission, and values.
Our customer-first culture, embedded in all our processes, drives our CSAT score of over 86% – an impressive figure compared to the market average of 71%.
Anunta actively engages with customers through a comprehensive feedback process that spans multiple channels and involves various stakeholders. This ensures that we stay guided by the true voice of our customers.
Our customer satisfaction surveys gather point-in-time feedback via multiple channels from various stakeholders – from end users to CIOs – to understand their experiences and expectations.
Ticket-based feedback triggers when a ticket is resolved. At that point, customers rate their experience with the incident. This survey targets end users who work with virtual machines and apps daily. If a user gives a rating of 1 or 2, our support team reaches out to understand their concerns. This helps us learn from the feedback and improve.
In-person feedback is collected quarterly or half-yearly. It is targeted at customer IT SPOCs, up to CIOs. The feedback covers Anunta’s technical skills, communication, approach, and account management effectiveness. During this process, we also ask if they would recommend Anunta, running our NPS survey.
Our CSAT User Interface gathers real-time feedback for 10 weeks after deployment. This survey focuses on measuring satisfaction among direct end users. Specifically, it covers 10% of the audience each week, ensuring that we reach all end users over the 10-week period.
In addition, Anunta collects feedback through IVR with user consent on every call where a new ticket is created. For those instances where users provide lower ratings, we promptly take actions to address their concerns. This structured approach ensures continuous improvement and a high level of service quality.
As a trusted leader in the Managed DaaS market, we have consistently driven innovation and delivered excellence in every customer engagement. From product design to delivery and support, our processes are meticulously focused on addressing customer needs and challenges.
Moreover, our product innovations prioritize enhancing the customer experience. We design unique and customized solutions to provide maximum value to our customers. Additionally, our products are highly adaptable, allowing us to tailor them to meet specific organizational requirements.
Furthermore, our proactive Day 2 (post-implementation) support ensures uninterrupted services worldwide. This comprehensive support includes end-user support, infrastructure operations control, operations governance, and relationship management.
Given our proven 99.99% application availability and a 0.03 incident-to-user ratio, it is no surprise that our CSAT score stands at an impressive 86%. Consequently, our dedication to preventing disconnects in the customer experience has established us as a pioneer in the DaaS market.
As a result, we have earned the “Customer First” badge from Gartner Peer Insights. We actively welcome honest and transparent feedback from our customers. Our mission remains to continuously deliver innovative, unique, and customized DaaS products that meet each customer’s business needs. The Customer First badge underscores this commitment and our focus on providing the most innovative solutions to our customers.
Our customers rated us an amazing 5-star on Gartner Peer Insights.
Recently, Anunta also won the CIO CHOICE 2023 award in the Desktop-as-a-Service category, making us the most trusted brand in the DaaS market. CIOs and ICT leaders nominated and voted for Anunta as their most preferred technology provider based on their own experience of working with us. Winning the CIO Choice Award elevates our position as a market leader in DaaS and showcases our strong customer focus.
Add our incredible NPS and CSAT scores to the equation, and we have a truly customer-centric virtualization technology partner who helps you effectively drive your digital workplace transformation strategies.
Maneesh Raina is Chief Operating Officer - Maneesh has close to three decades of functional and leadership experience in the field of IT operations, project management, and quality management. At Anunta, he has played a pivotal role in the growth of our Enterprise DaaS (Anunta Desktop360) in India by focusing on process excellence, customer satisfaction, and operational efficiency. Before joining Anunta, Maneesh has been associated with organizations like Reliance Group of Companies, Firstsource Solutions, and Capgemini in several technical leadership and management roles. Maneesh holds a Bachelor of Engineering degree in E&TC from Government Engineering College, Jabalpur, India.