In terms individual services, respondents were most satisfied with eduroam (8.8), SURFinternet (9.5) and SURF Light Paths (8.8). The application process for new services was also highly rated with a score of 8.5, thanks to high levels of satisfaction regarding customer friendliness, response time and delivery time.
As in the 2013 survey, respondents feel that SURFnet is a secure choice and that the organisation inspires confidence. The NPS score (an indication of customer loyalty) rose from 38 per cent (in 2013) to 50 per cent.
'We greatly value the opinions of our affiliated institutions on our services and procedures. And so we are very proud of the high scores we have achieved,' says Erwin Bleumink, Managing Director of SURFnet. 'We are also very happy with the feedback from the survey on how we can improve. Like our customers, we prefer to set the bar quite high and this way we can continue to do so and support Dutch education and research institutions in their work.'