SDL Support Improvements: Feedback from SDL Customer Gateway Users

It is almost one year since SDL Customer Gateway, our single consolidated technical Support area, was launched replacing multiple legacy ticketing systems. 

Keen to understand whether the transition had contributed positively to your Support experience a survey, incorporating industry standard NPS (Net Promoter Score) methodology, was forwarded to all registered users earlier this year. 

Survey participants positively acknowledged the following:

  • The NPS rating for the SDL ticketing system greatly improved
  • Most beneficial contributor to your improved experience is the ease with which you can log a case
  • Overall 79% of participant indicated they were satisfied or very satisfied with the new SDL Customer Gateway
  • Survey participants also indicated the desire for new functionality to include:
    • The ability to subscribe to product updates/news
    • The ability to track defects logged with the development team

Areas flagged for future improvements were:

  • Search functionality
  • Having some content in your local language

So why share this feedback with you?

Firstly, we would like to thank you for your patience whilst these changes were being implemented. 

Also, we wanted to share with you that your feedback makes a difference;

  • Should you wish to subscribe to technical notifications and newsletters you can do so on our website SDL.com.
  • We are pleased to share that the facility to track defects was recently launched. Details of the announcement can be found in the SDL Access Customer Portal. To review this content register/login to SDL Community go to ‘Special Interest Groups’ in the navigation bar and select ‘SDL Access Customer Portal’.
  • Changes to search functionality have been implemented which has much improved the ability to search
  • Translation of Knowledge Base articles to local language is now a long term focus

Thank you to all those who took the time to share your thoughts.  We hugely appreciate the feedback you have provided and will continue our efforts to improve service.

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