The Power of Listening: Enhancing Customer Experiences in Leisure

Listening to Our Customers: Your Voice, Our Actions

At Gladstone, our commitment to you goes beyond providing industry-leading software. We believe that our success is directly tied to yours, and that means listening—truly listening—to what you need and acting on it.

Recently, you took the time to participate in our annual survey, and for that, we are sincerely grateful. Your insights are invaluable to us, not just as feedback, but as a guiding force that shapes the future of our company. We've carefully reviewed every response, and I want to personally assure you that we've heard you loud and clear.

Your Feedback in Action: Key Focus Areas

Based on your input, we’ve identified several critical areas that matter most to you. These are the areas where we’re dedicating our resources and focus to ensure we’re not just meeting your expectations but exceeding them:

1. Product Quality & Service Availability
   
   You depend on our software to run your operation smoothly, and we are proud to sustain our commitment to 99.9 availability. Hence we've published our Service Dashboard, sign up to service announcements here. 
   
   
2. Ease of Use & Accessibility
   
   We focus on delivering a seamless user experience by continuously enhancing our Go products and cloud software. Our commitment to accessibility is reflected in our adherence to W3C guidelines. To enhance usability, we have dedicated in-house UX and UI designers who streamline our interfaces, making our tools more intuitive and innovative. This ensures that both you and your members can interact with our software effortlessly.
   
   
3. Innovation & Technology
   
   Staying ahead in technology is crucial for your success. We are committed to continuous innovation with future developments designed to integrate seamlessly with the Go platform and Gladstone360. These efforts align perfectly with our vision of a SaaS and cloud-native ecosystem.
   
   Immediate Impact: Have an idea of how we can enhance our products? Suggest a product enhancement here. Also, to ensure you are aware of new enhancements, sign up to Product Release Notes - these are published monthly.
   
   
4. Customer Support 
   
   Your feedback highlighted the need for faster, more effective support. Therefore, we're improving our support processes for quicker responses and better follow-up, ensuring you get assistance when needed. We're also expanding self-service options by enriching our knowledge base with comprehensive articles and guides, empowering you to find solutions independently whenever possible.
   
   Immediate Impact: We've created our Knowledge Base portal resource hub, designed to provide comprehensive support and guidance on our software products. It includes detailed help articles on platforms like GladstoneGo and Gladstone360, covering topics such as reporting, cloud connectivity, and hardware integrations.
   
   
5. Strategic Partnerships
   
   We recognise the value of strong partnerships in enhancing your experience. We're expanding our strategic collaborations to bring you more benefits and innovations through our Marketplace partnership that directly impact your operations positively.
   
   

6. Trust & Transparency

   Building and maintaining your trust is a top priority for us. We’re committed to clear, transparent communication, particularly around how changes to our products and services will affect you. 

   Immediate Impact: You've asked us to talk about SSO, keep an eye out for our next blog about SSO coming very soon. 
   
   

7. Communication & Responsiveness

   Effective communication is key, and we’re enhancing our efforts across all departmental divisions to keep you better informed with timely and relevant communication. We aim to provide consistent and proactive updates, so you’re always aware of what’s happening.

   Immediate Impact: We're excited to offer even more product and sector-specific webinars, insightful blogs, and email updates, all tailored to provide you with the information that truly matters to you. 

The "Voice to Value" Journey

These initiatives mark the beginning of our "Voice to Value" journey. This isn’t just a slogan—it’s a promise that your feedback will directly influence our actions. We want you to see the tangible impact of your voice on the products and services we provide.

We’re excited about the changes ahead and how they will benefit your business. Our goal is to keep you informed every step of the way as we work together to help you achieve your objectives with the best tools and support available. And it doesn't stop here, our annual survey is here to stay, so that we can ensure our goals are shaped around yours. 

Moving Forward Together

Thank you once again for your invaluable feedback. Your input is helping to shape the future of Gladstone, and we'll use your feedback to benchmark our progress via our annual survey to ensure we are fulfilling our commitments.  

Please don’t hesitate to reach out if you’d like to discuss these initiatives further or if there’s anything else you’d like to share. We’re here to listen and to act.

Our Customer Charter

At the core of our customer charter lies our dedication to continuously enhancing the quality of our software and services. We believe it's essential for our customers to have a clear understanding of the level of service they can always expect from us. This charter not only outlines our standards but also ensures transparency, even in those rare moments when we may not fully meet the high expectations we set for ourselves. Read our customer charter here.