Service not fast enough, according to more than half of customers
Naarden, February 8, 2023 – As many as 51 percent of managers see increasing customer satisfaction as the most important benefit of an agile organization. This is according to research by low-code specialist USoft. In addition to increased customer satisfaction, more efficient internal processes (44%), improvement of competitive position (36%), growth of the organization (34%) and improvement of reputation (34%) are seen as benefits of an agile organization.
Responding to change
The survey shows that agility and flexibility are critical in the Act-Now economy. For example, a whopping 51 percent of managers say that customers expect faster service from their organization than they can deliver. Accordingly, half (50 percent) say they need to be agile to respond to changing customer needs. In addition, 35 percent say they want to respond quickly to changing laws and regulations due to nitrogen issues, among others.
Power behind agility
Clearly, agility offers competitive advantages. But what can organizations do to become agile? More than half (51%) of managers believe that employee knowledge has the most impact on their organization’s agility. While 42 percent of respondents state that the right IT systems ensure organizational agility. Additionally, organizational culture (37%); business processes (36%) and organizational vision (32%) are seen as drivers of agility.
Hans Canisius, CEO at USoft: “We will have to start looking differently at the importance of agility within organizations from a business perspective. The survey shows that as many as 51 percent of managers indicate that customers expect faster service than they can deliver. This makes it clear that companies need to invest more in knowledge, IT systems and the right processes to respond to changing customer needs.”
Download the full survey report here.
About the survey
USoft conducted a research among 540 managers in the Netherlands, at organizations with more than 50 employees. Almost half were from organizations with more than 250 employees.