Customer Survey - What You Told Us.

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We ran our most recent customer survey just before Christmas, and once again the levels of engagement were great to see, not just in the number of responses but also the depth of feedback - insights that we can really use to make informed decisions going forward.

So, THANK YOU (again!) to everyone who took the time to give us your thoughts, it really helps us to improve our service.

Now, onto the results. At the top level, we measure three aspects

• Overall Product Score
• Overall Service Score
• Net Promoter Score (liklihood of our customers recommending our product to others)

It's extremely rewarding to be able to say that we improved by over 10% in each metric from our previous survey in June 2025 - scoring over 70% in each category and recording an increase over the previous period of:

Some of the standout comments we received, in addition to these scores, were great for our team to read:

• "Best system I have used, and I've used about 5 different ones."
• "10/10. Quick and professional."
• "My queries were fixed fast and they're a very friendly and helpful support team."
• "It all fits together, from quote to contract to delivery, with service and parts linked in. Gives me control of the business."
• "By far the best DMS that I have ever used."
• "The Titan DMS is one of the better products on the market, it has value for money and offers a wide range of variety. It is particularly good at audit and security."

Of course, whilst we love to hear the positive quotes, it's often the more critical feedback that we spend time analysing - and we are just as thankful to those people who took the time to help us understand specific areas we can improve.

To that end, while the latest survey reflects encouraging progress, we’re not standing still. There’s more to do - particularly in shortening turnaround times for cases that require development involvement.

Over the next six months, we’ll also focus on strengthening our support capability so more queries can be resolved at the first point of contact. That means continuing to build deeper product knowledge across the team, refining internal processes, and equipping our people to take ownership of a broader range of issues without escalation.

We’re also aiming to increase proactive one-to-one coaching opportunities, and enhancing the support ticketing experience to make interactions clearer and more efficient. Alongside this, several additional initiatives are underway to elevate both responsiveness and overall service quality.

We field in the region of 300-500 phone calls and 100-200 emailed enquiries per week so we fully appreciate that even the small improvements we make can have a significant effect when scaled up to the number of customer contacts we manage. Improvement is ongoing - and we’re committed to making measurable gains where it matters most.

Having defined challenges to focus on is vital to our progress so, once again, thank you to everyone who contributed with responses to our survey. This vital feedback loop helps us direct our energy in the right areas to make sure we are tackling the challenges that mean the most to you.

Regards,

Mark

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