Customer Satisfaction Survey
We recently surveyed our Syncplicity users to see how we are meeting their needs. Based on the survey outcomes, we want to share how we plan to address each of the below issues in our upcoming product development schedule.
How many people does your company employ?
Two thirds of respondents told us they worked in companies of 1-10 employees. Syncplicity is aiming to provide a solid, reliable syncing and collaboration tool for small and medium-sized companies. We’re happy to help small and medium sized team users work more closely together
What would you likely use as an alternative if Syncplicity was no longer available?
This survey result made it very clear who are competitors are. When you know who the competition is, it’s very easy to know where you need to do to be better than the other guys. As Syncplicity’s Support Guru, I’m here to promise you that while other companies have great products, my personal goal is to blow them out of the water with Syncplicity’s customer support. Customer support is just one of the areas we plan to amaze you in, and next week we’ll talk more about how we plan to compete with other companies.
How easy is it to set up and use the Syncplicity service?
Only a third of respondents told us that setting up Syncplicity was extremely easy. While an additional half of respondents told us it was still easy, our goal is to improve these responses – A new online user manual (look for it next week!) is one of our first steps towards better documentation and instructions.
Please indicate the importance you place on the following Syncplicity offerings:
Three items received a “High” ranking in response to this question, and we are happy to see that our user requests are in line with our product roadmap.
- Ability to add extra storage: If you’re using extra storage, we take this as a sign of success – you’re using our product a lot, and we should make it easy for you to continue doing that! We are currently investigating ways to make it unbelievable easy to expand your storage space with just a few clicks.
- Large file support (>2GB): Most files fall well under the 2GB size limitation, but that doesn’t mean we’re giving up on stretching those limits. We are investigating the synchronization of even larger files to make working with Syncplicity appropriate for all your files.
- Centralized user management and administration: I’m pleased to say that the last item is already something we are actively working on. If you are a business user, we’d love to have you join our beta team and give us feedback. You’ll get early access to the new tools, the chance to help us develop this new product, and free service in exchange for your feedback. To join in, email sales@syncplicity.com and tell us a bit about your business and how you might use this tool in your organization.
What would you like to receive from Syncplicity on a regular basis?
Our users let us know that announcements about the product – service messages, new features, and company updates – were important. We’ll improve our blogging and Twittering schedule to keep our users up to date.
Listening to our users is a critical and intentional act in everything we do at Syncplicity. Based on this survey, 75% of respondents would recommend Syncplicity to a friend, so hopefully that means you like what we’re doing. Thank you for everyone who completed the survey!
Hi Stuart,
This is great feedback – what do you think would be most useful for your workflows – being able to lock a file, or better reconciling?
-Rachel
Rachel,
“Ability to add extra storage: If you’re using extra storage, we take this as a sign of success – you’re using our product a lot, and we should make it easy for you to continue doing that! We are currently investigating ways to make it unbelievable easy to expand your storage space with just a few clicks.”
Ironic you say that. Last time I tried to add storage it did not accept my credit card – the same credit card I used to pay for Syncplicity when I signed up. I also recommended Syncplicity to a friend whose credit card is also being rejected. We’ve contacted you several times about this and Syncplicity admitted they are aware of that problem but you fail to do anything about it for MONTHS!
I think it’s crazy when your customers WANT to give you their money but you make it impossible for them to actually do it.
Hi Hermann,
That’s exactly what we’re working on making better! If you’d like to contact me directly (rachel@syncplicity.com) I’d be happy to look into your specific case for you.
- Rachel
Good to get a glimpse of whats planned and already on the roadmap. One crucial improvement I’d add to those would be syncplicity only updating parts of a file that have changed. I dont know the technical term for this but at the moment, a small change to a 20 MB file will result in the whole file being updated. I know thats not much to some users with very fast internet but in the office, thats 3 PCs with 20 MB each download.
The withdrawal of the Mac client is a huge disappointment. I’ve been very satisfied with Syncplicity up to this point. Fixing it “next year” is just not gonna cut it; I will be forced to switch to getdropbox.com. I hope you reconsider and think about reprioritizing it. The number of Mac users is growing and will continue doing so. Thank you.
Peter,
it’s called incremental updates and I also hope Syncplicity will implement it soon. Considering Syncplicity already does versioning one would assume they already use incremental updates to store the files on their servers.
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Rachel,
Thanks for posting results of the survey – very useful.
A key feature missing in Syncplicity is the ability to “know” when someone else is editing a file. Users are familiar with this feature within Excel and are surprised when they end up with multiple versions of a file.
I think syncplicity need to provide a method of recnociling multiple file versions easily or a way of locking a file for editing.
- Stuart