2022 Customer Satisfaction Summary Report

Background

Last January 2022, Nephila Web Technology Inc., a Moodle Partner in the Philippines, conducted the customer satisfaction survey for Hosting and Support Services for its Moodle LMS clients. The survey form was sent to the participants from different sectors, in education, healthcare, government, and non-government organizations, where they were asked to provide responses within 48 hours. The participants’ profile for this survey consists of Educators, School Dean, IT Directors, Department Managers from Government Agencies, Learning and Development Managers, and their Technical Staff. This is the first time a survey was conducted for the above-mentioned services.

The goal of this survey was to identify the current customer satisfaction in terms of Nephila Web’s support and hosting services. To gather feedback and learn the areas of improvement to develop a better customer experience for our clients. The goal was clearly defined on the provided form.  The form consists of two parts, Part 1 is questions with regards to Nephila Web’s Hosting Services, and 2) Nephila Web’s LMS Support. Below is the detailed response from the survey.

Part 1: Nephila Web Hosting Services

Part 2: Nephila Web Support Services

We have also gathered feedback from the clients who participated in the survey. Below are their testimonials on Nephila Web’s services in general;

Also, we provide multiple training programs to empower users in the Moodle LMS. The training participants consist of educators, course creators, trainers, and LMS Administrators from different schools and organizations. A training course survey is available on all of our online courses, all training participants are required to answer the survey questions before acquiring their certificates. In this course survey, we got the data for the Moodle Training Satisfaction Score.

Score Descriptions can be classified as  found below:

Excellent95% – 100%
Very Satisfactory85% – 94%
Satisfactory80% – 84%
Needs Improvement75% – 79%
Poor74% and below

CSAT Score Summary

ServicesNo. of ResponsesScore
Moodle Hosting Services1492.9%
Moodle Support Services (Includes Consultancy, Course Development, Technical Support, and Diagnostic Services)1492.9%
Moodle Trainings (Compiled from the participants’ final course survey ratings in total. There are a total of 715 participants for our H5P, Moodle Training for Teachers, and Moodle Training for Administrators Courses for the year 2021)32389.5%

We, at Nephila Web, are genuinely happy to hear all of our client’s suggestions, feedback, and honest thoughts about the services we provide. This will surely help us deliver a better and improved customer experience. 

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