Customer Satisfaction: At the Heart of the European Choice

Customer satisfaction is one of the most important indicators of whether we are delivering real value to our customers and helping them succeed. Therefore, listening to our customers and acting on their feedback remains a fundamental part of our strategy and the vision of European Choice in Intelligent Service management.

We are proud that this work is reflected in the positive trend in the feedback, demonstrating that the investments and actions taken across the company are making a difference. Our latest survey shows that our customers value Matrix42's flexibility and customizability, the breadth of the integrated platform, and solutions that reliably support and automate day-to-day business processes. Customers also appreciate the expertise, approachability and solution-focused attitude of Matrix42 teams and partners, alongside our European positioning and openness to customer input.

From Customer feedback to action

While many things have improved, we seek to be better every day, and as always, customer feedback helps us identify where we can grow further. Latest survey highlighted opportunities to make our platform even easier to use, simplify complex configurations, and continue improving user experience across products. Many customers also encouraged us to further enhance product quality, accelerate support responsiveness, and provide clearer guidance, documentation, and communication around new releases and features.

Hence, over the past year, teams across Matrix42 have been working on concrete improvement initiatives, highlights below:

Within our product development and cloud services we have

• Strengthened release quality and predictability by introducing a tiered release model, standardizing deployments, expanding cross-functional QA, improving rollback and escalation procedures, extending end-to-end verification to include Extensions, and enhancing deployment tooling to reduce downstream issues.
• Improved cloud stability and faster issue resolution. Our service availability remained consistently high in 2026, averaging 99.98% across the services. Also, open and escaped incidents, especially those with high or very high severity, continued to decline. 
• Expanded transparency and observability by rolling out a new observability and monitoring stack to shift service management from reactive response to proactive oversight across infrastructure, network, and application layers. Additionally, we are rolling out real-time status pages for all Cloud Services, powered by Matrix42 monitoring data, to give customers direct visibility into service health and availability.
• Continued investment in product quality and security and we maintain an ISO 27001-certified Information Security Management System, supported by a dedicated security team, regular penetration testing, security audits, cyber monitoring, and a secure software development lifecycle. We also dedicate significant development capacity each quarter to security enhancements, strengthening long-term product quality and resilience.

Within product management we have

• Continued to release most wanted features in Idea portal.
• Invested in usability and complexity reduction in ITSM by delivering OOTB configurations as well as expanding AI-assisted configuration and explanation for workflows and reports. Within UEM we have expanded the number of use cases available in the new console, shifting usage to modern interfaces and simplified set-up areas (eg in site management). In SA we have continue expanding and optimizing SAM/license management capabilities with the introduction of SaaS management.

• Launched a new technical documentation platform for our customers and partners at docs.matrix42.com that provides a centralized location for all technical documentation with frequent updates and improved user experience including enhanced language support
• Centered the release communication clearly around main release dates with newsletters and product webinars
• Implemented webinar offering and experience improvements by better targeted content for our different customer segments

• Globally centralized more technical 1st level support to speed up ticket handling and resolution
• Created of a dedicated team that works in cooperation with service support partners (partners offering support services) to improve and speed up incident management
• Launch of new support portal to implement latest best practises and AI tools for our own work to improve customer experience. We have been happy to see increasing share of requests coming in via the portal indicating growing adoption rate.
• Continuously updated our Academy offering and language options to fit needs of our customers

Matrix42 partner ecosystem plays a crucial role

For many customers, the Matrix42 experience is delivered together with one of our trusted partners. Their expertise, local presence, implementation capabilities, support services, and long-term customer relationships significantly influence the value customers realise from our solutions. Customer satisfaction is therefore a shared responsibility between Matrix42 and our partner network. Together, we create the experiences that determine whether customers get the outcome they expected – and in the end may become advocates for our products and services.

This is why we are particularly pleased to celebrate the recent recognition of lmbit. At the Matrix42 European Partner Conference they received a well-deserved acknowledgement of their commitment to customer success, professionalism, and long-term customer relationships. It demonstrates how strong partnerships and a relentless focus on customer outcomes translate into exceptional customer experiences.

For Andre Focke, Managing Director at lmbit, this focus on customer satisfaction is closely tied to the quality of the partnership itself:

Congratulations to the entire lmbit team on this outstanding achievement!

Customer feedback shapes our decision-making

Looking ahead, preparations for our annual customer satisfaction survey are already underway and survey will run in October. We look forward to getting the pulse and collective view to what matters most to our customers and identifying opportunities for improvement. We then make sure that customer feedback is reflected in our priorities and actions. The results help guide continuous improvement plans across Product, Engineering, Support, Services, Sales, Marketing, and our Partner organization, ensuring that customer voice remains at the centre of decision-making.

When customers take the time to share their experiences, they help shape the future of Matrix42. Every response contributes to better products, stronger services, more effective communication, and ultimately a better customer experience.

We encourage all customers to participate. Together with our customers and partners, we will continue listening, learning, and improving.

Being the European Choice in Intelligent Service Management is not achieved through technology alone—it is achieved by creating experiences that customers value and trust.

And that journey starts with listening.