New Approach, Same Goal: Staying Dedicated to Workday Customer Satisfaction

At Workday, our customers are at the forefront of everything we do. We pride ourselves on being a trusted partner for our customers along their journey, delivering value through ongoing innovation and seamless experiences. Customer service has and always will remain one of our core values, and today we're pleased to share that the results are in for our 2021 annual Customer Satisfaction Survey: We are excited to announce a score of 97%!

Since 2007, we’ve surveyed every customer’s designated executive sponsor about their experience with Workday. The results of this survey have been used for measuring our company-wide customer satisfaction goals. We feel fortunate that we’ve scored a 95% or greater satisfaction rating for over a decade now. In addition, the feedback we receive from this survey is invaluable for how we continue raising the bar. 

Considering the adversity the world has faced over the last year and a half, we’re thrilled that our customers remain satisfied with their Workday experience. During the pandemic, we paused our customer surveys as we focused on helping them navigate uncharted territory, and as a result, didn’t share a score in 2020. 

By pausing the survey we were able to step back and reevaluate our overall listening strategy. Over the past 10 years, not only has the breadth and diversity of the customers we serve grown significantly, so has their use of our offerings for Finance, Planning,  Human Capital Management, and Analytics. We wanted to ask ourselves important questions to ensure the insights we were getting would help us continue solving our customers’ biggest challenges in the most effective way. Were we getting feedback across all our products? Were we getting feedback from a variety of job roles at a customer organization? How can we ensure customers are leveraging new technologies to their fullest capabilities? And most importantly, how can we use their feedback to deliver an exceptional experience?

With this in mind, we’ve made the decision to retire our Executive Sponsor survey, and instead, leverage our Named Support Contact (NSC) survey going forward. We will use this survey to measure customer satisfaction and collect actionable feedback on how we can improve our overall customer experience. The NSC survey—which we’ve used for over 10 years—is sent to designated customer contacts who support the Workday applications and deliver business value to their organizations. 

The number of NSCs a customer has is based on the company size and Workday product portfolio. NSCs represent a broad view of the Workday experience because they interact closely with our products, services, support, and community on a daily basis.

Better Insights That Drive Action 

In addition to the NSC survey, hearing from our broader customer community, including Executive Sponsors, remains a priority. We appreciate and implement feedback from the entire Workday community—from Executive Sponsors to Workday administrators to end users—across their entire journey. In order to do this, we listen with intention through multiple channels like surveys, customer account teams, advisory councils, Design Partner Groups, and more. We plan to deepen our understanding of our customers' end-to-end experience using data science and natural language processing to capture and analyze feedback. This will allow us to make meaningful changes that matter the most to our customers, and to be more agile in our responses.

Our customers’ needs are always changing, and we’ll continue to iterate and innovate on an ongoing basis in response to that. We’re excited about these changes and how they’ll help us be an even better partner for our customers. We’ll be sharing more information about our listening efforts in the near future, so stay tuned.