For us, customer satisfaction means one thing above all: building genuine partnerships that stand the test of time. Long-term relationships are built on honest advice and a partnership of equals—day in, day out.
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.These initiatives range from product quality and cloud stability programmes, usability improvements, onboarding enhancements and AI-driven experience development to investments in support responsiveness, communication, roadmap transparency, and customer engagement. We have also strengthened our efforts to improve release communications, customer education, documentation, and webinar experiences.
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.
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