Tag Archives: Feedback

Looking Back on 2009

As each year draws to a close, it just seems natural to look back and reflect on how the last 12 months have gone. You’re probably doing it, and so are we.

It’s been a difficult year for everyone, but most of us have made it through by doing what we always do in difficult times: tighten the belt a notch or two, make hard choices, and focus on business fundamentals.

First and foremost, we’d like to thank our customers. Without your continued loyalty, we wouldn’t be here. We’ve tried very hard to bring value to your businesses as well - and we trust that if we have fallen short in some area, you’ll let us know. Constructive feedback is how we all get better at what we do.

2009 also saw considerable evolution in our Web presence, and our involvement in social media as another way to communicate with our customers. This blog you’re reading launched in October, and so far, we’re very pleased with the reception it has received. Earlier this year, we launched our Facebook Fan Page, and linked it to our Twitter feed. Social media has proven to be a great way to get breaking news - like critical security alerts - into your hands quickly.

We’ve also taken advantage of the not-quite-so-frantically-busy times to further our education, look at some new technologies, and come up with some ideas that we’re pretty excited about and will be sharing with you over the next few months. We welcomed the release of Hyper-V R2, and believe that it will be a great addition to our virtualization “toolbox.” We’ve learned a lot about Microsoft’s System Center Data Protection Manager, and think that it can be a great alternative to tape-based backups for small- and medium-sized businesses. We’ve partnered with Sun Microsystems, whose Intel-based servers make great virtualization platforms and great DataCore SAN nodes - with more storage packed into a 2U rack-mount chassis than either Dell or HP can currently offer.

The people who get paid lots of money to look into crystal balls and make predictions are predicting modest growth in 2010, with IT spending rising 3.5% or so. It’s a safe bet that more and more servers will be virtualized, and that virtualization will continue to expand into smaller enterprises now that it has become recognized as a mainstream technology. It’s also a safe bet that more and more organizations are going to be investigating desktop virtualization as they think about how best to roll out Windows 7. We also believe that a lot of the organizations that are just getting into virtualization are going to look at the cost of VMware and decide that “free” is a pretty good price for Hyper-V or XenServer. And we’re betting that the Citrix story will ultimately win out in the desktop virtualization space.

Our commitment to you is that we will be there with you in the coming year, doing what we’ve always done - which is to look for ways to help you make your business better, whether it’s by taking routine maintenance concerns off of your hands so you can concentrate on building your business, or by looking for ways to use technology to help you reduce costs, boost productivity, and improve agility and reliability in your IT infrastructure.

So here’s wishing all of you a happy and prosperous 2010, and we hope we can help you make it so!

Talk to the Moose, ‘cuz we listen.

Welcome to the Moose Logic Blog!  There are many reasons why we launched this forum.  We want to provide information here that will be of value to you in terms of making your businesses better, making your jobs easier, and maybe even making your personal lives more fun and fulfilling.  And we hope that as you participate in the discussion here, you will help us do these things.  But we also hope that, by providing you with another way to communicate with us, you can help us get better at what we do.

Recently we participated in a Customer Satisfaction Survey with Microsoft.  This survey is one of many requirements we must fulfill in order to maintain our Microsoft Gold Certified Partner Status.  (Not that we’re complaining - there is nothing bad about doing a survey and getting feedback from your customers, and we appreciate the money and effort that Microsoft expends to make this available to us.) Being able to hear what people have to say about you is one way – and perhaps the best way - to improve. This particular survey is conducted by a third party and as such we don’t see the individual responses, only the overall averages for each category.

We do highly value the findings and spend numerous hours attempting to understand what these ratings actually mean.  We have been told by the company that produces these surveys that we ranked well above the industry averages in every category. Yet, we are mostly concerned with are the items we didn’t score 100% in.   So what this tells us is that we are better than average but we are not the best - and we are not satisfied with doing a “pretty good” job overall; frankly there is room for improvement.

Here are some of our key takeaways from this survey:

  1. Quality of products – We pride ourselves in specializing in the absolute best technology products available, yet this is one of our lowest scores, are there recommendations on additional products we should offer?
  2. Quality of Support – We know we had some struggles last year and some of this has been addressed.  Our score of course is reflective of these issues and we look forward to the next survey to see if our number in this area improves.
  3. Our lowest score was “Value Received.” We find this a concern as one could argue that this is the most critical metric we can measure.  Our most important concern is that our clients receive tremendous value from working with us, so what do we need to do to improve on the “Value” you receive from working with us?  Okay, I know one could argue that if we worked for free that might improve our “Value” but of course we all understand that if we are not able to maintain a viable business then; 1) We won’t be here for long and 2) the quality of our work would not be up to acceptable levels.
  4. 3 categories with 100% - Wow! I can’t thank everyone enough. To have many people take the survey and still come out with 100% is amazing. Funny that the other categories are not 100%, including “value received,” but you’d still buy from us again, recommend us to others, and rate “satisfaction” at 100%. The only conclusions I can come to is that our clients are happy and loyal and for that, thank you all.

Despite our best efforts this year to provide the best experience when buying, requesting support, or offering quality products, we see that we still have lots of room for improvement, and we need your feedback to help us improve. We hope that the Moose Logic Blog will give us another feedback channel – one that is more immediate than an annual survey. Please let us know how we can do better.

Finally, THANK YOU to all who participated, and thanks to everyone that has helped Moose Logic get to where it is today.  Please know that we welcome your input and will listen and learn from you.