2023 Customer Survey: Wealth APAC

In 2023, we conducted our annual customer survey, asking all clients for your views on what you value most from Iress and where we can improve. We're pleased to share here with you the key themes we've heard, and how we're using this feedback to shape an improved software and service experience for you.

Our software is critical to your business.

Almost all clients surveyed agreed that Iress software is critical to their business. However, the number of you saying you're likely to recommend Iress and agreeing that Iress understands your business isn't as high as we would like it to be. This is an area we are working hard to improve on - by reinvesting in our core products, and through the recent changes we have made within our team to drive an improved service experience.

You want better performance and more robust product development

Much of your feedback called for enhancements to our products and services. We've adapted our approach to product roadmaps, and these have been refreshed and re-built around enhancing our existing product suite, introducing new products and features and improving the resilience, dependability and user experience of our software.

There's more to come throughout 2024 as we continue to prioritise reinvestment into our products and improvements to your user experience.

First-rate support, communication and client engagement is vital

Respondents found support was more accessible compared to 2022 which is a pleasing outcome given the importance to your business. To further enhance how we support you, in 2024 we will:

• Look to identify and resolve queries at the time of your call and help you to raise a ticket where required
• Provide you with links to online help and training resources in the Community and Iress Learning Centre
• Continue to enhance our process for when an inbound call query can't be resolved as a result of the following:
  • The call requires follow up with a technical team or third party provider
  • The call requires further detailed investigation.

We're also working on how we engage and communicate with all of our clients, including:

• Introducing our customer feedback program, Loop, giving you more opportunities to tell us how we're doing
• Regular updates, newsletters and events.
  
  

Your time and feedback help

Thank you to everyone who responded. Your feedback has been incorporated into our vision and strategy to deliver industry-leading software and service that matches your expectations.

We'll conduct our next annual customer survey in August but you can give us feedback anytime using the quick Pulse survey.

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