Our customers’ opinions matter. That’s why not only our Customer Success and Sales teams stay in close and regular contact with them, but we also conduct an in-depth annual survey: Is there anything we can improve? What topics will be important over the next 12 months? This helps us prioritize, for example, which areas of development need more focus early on.
As in previous years, we surveyed our customers in 2024 to find out: How satisfied are they with tracekey and our software? What are their current concerns? And what are their wishes for the future? We’re very pleased with the feedback, because it provides valuable insights for our ongoing development.
Easy to Use, Big Impact
One of the clearest takeaways from the survey: Our customers appreciate the user-friendliness of our pharmaceutical serialization solution. Especially those who switched to us from other providers highlighted how intuitive our system is. Feedback ranged from “practical and simple design” to “there are no time-wasters in the system.” The variety in usage also reflects our diverse customer base: Some use our solution almost daily, others only about four times a year for specific projects. It works for all of them. We support both SMEs with niche products and globally operating companies.
Support When It’s Needed Most
Our Customer Success Team received particularly high praise. It was described as a “lifeline” whenever big questions arise. Customers frequently mentioned the value of personal contact, fast response times, and our collaborative approach. One comment summed it up nicely: “It resonates on a personal level with you.”
Recommendations Based on Conviction
We’re especially proud that all respondents said they would recommend tracekey. Many are already actively spreading the word, which is the highest compliment we could receive. We also received top marks for our overall performance as a service provider.
Current Topics and Customer Wishes
One topic that several customers are currently dealing with is the onboarding of new CMOs. Alert Management was also a recurring theme in both 2023 and 2024. Some customers invested a lot of time in fully understanding the complex EMVO processes, and our Alert Management Service provided helpful support.
Another request we heard more than once: More opportunities to connect with other companies in the industry. Our last customer event was well-received, and many are asking for another one. We take this feedback seriously.
International Developments
Our international presence continues to grow. With new markets such as Qatar, Saudi Arabia, Canada, and Indonesia, our customers – and therefore our target markets – are expanding. This supports our continued development as a reliable partner for serialization and compliance on a global scale.
Thank You for Your Feedback
We want to thank everyone who took part in the survey sincerely. The results show us what’s working well – and where we can continue to improve. If you’d like to learn more about our services, you can find detailed information on our website. You’re also welcome to request a demo of our software.