The customers of our Helpdesk are contacted at regular intervals and asked to rate the service. The current customer survey for the period April 2019 to April 2021 has again shown very positive results. The customers surveyed are predominantly employed in an information or patent department or in research and development. The Helpdesk requests of the customers focus on the business field STN International. In particular, assistance and advice regarding STN search strategies, database content, the STN search language and technical content are required.
Almost 100% of the customers surveyed are very satisfied or satisfied with the Helpdesk service. In particular, the professionalism, problem-solving, fast processing time and friendliness of the Helpdesk staff are highly valued. The positive feedback as well as the high response rate to the questionnaires is a sign of a trusting customer relationship that has grown over many years. We are also happy to note that customers are increasingly aware of the FIZ Search Service and that the service is being used more and more frequently.