Customer Care

Scorecard

As part of our on going commitment to customer success, PTC continues to improve our processes to consistently deliver higher quality products, services and technical support. At the same time, we have implemented a number of surveys through which we can assess measure and drive quality improvements. This scorecard details PTC's latest satisfaction ratings and highlights the progress made against actions announced in prior reports. We look forward to enhanced relationships with our customers as the initiatives we implement make it easier to do business with PTC.

Click on the links below to view some of the results from our customer surveys specific to the quality of PTC products, services and technical support. Participate in future Customer Satisfaction Surveys.

PTC Global Services - Technical Coordination
Source: IPQA


% of Positive Responses

The latest Independent Project Quality Assessment results show almost 90% of customers were satisfied with the technical coordination.

Ease of Use for PTC Products
Source: Satmetrix User Survey


* On a scale from 0 to 10

The latest Satmetrix User Survey results reflect a continued improvement in PTC customer's overall satisfaction with the ease of use for PTC products.

PTC Customer Support - Effective Problem Escalation
Source - Satmetrix User Survey


* On a scale from 0 to 10

The latest Satmetrix User Survey results reflect a continued improvement in PTC customer's overall satisfaction with the effectiveness of problem escalation.

About Our Surveys

The Independent Project Quality Assessment (IPQA) is an interview-based assessment of PTC sales, services and product quality. The assessment is focused on the Customer Project Manager, and the interview is conducted once the implementation is complete. PTC uses the results of the IPQA to understand the customer's satisfaction with projects. Results are investigated in root cause meetings, which in turn drive corrective actions to improve project quality going forward.

The User Survey is designed to measure PTC end-user satisfaction with PTC products and technical support services. Twenty five percent of PTC customers are invited to complete the survey each quarter via Satmetrix, our on-line survey partner. The results of this survey are used to drive improvement initiatives in product development and technical support.

*quarters are by calendar year

People are noticing the changes
"Judging by the presentations made to the PTC/USER Board, PTC is working on the 'right' issues -- the ones that matter most to customers. Software quality, customer satisfaction, and interoperability of its products are just a few of the areas where PTC appears to be making progress. Much work remains but the trend is positive."
"It seems that PTC is making sincere and concerted efforts to solve customer complaints and to move to a truly customer-centric model for running its business. For those of us who rely on PTC technology, this is a welcome change and we can only encourage its continuance."