First and foremost, a huge thank you to every customer who took the time to complete our 2025 Customer Satisfaction Survey. We know your time is valuable, and we genuinely appreciate the openness, honesty and detail you shared with us.
Every year, our Customer Satisfaction Survey gives you a direct line into how we work, how we communicate, and how our platform supports your organisation. Last year, you told us clearly where things were working well – and where we needed to do better.
This blog closes the loop.
It sets out what you told us through the Customer Satisfaction Survey, the actions we took as a result, and what those changes now mean for you. This is how we turn feedback into action - and action into value.
Communication and transparency
You told us:
Communication during projects and support cases could sometimes be clearer or faster. Pricing structures and prerequisites were not always easy to understand upfront.
What we did:
- Introduced a centralised project and resource management system, with every customer project now built and managed through one consistent shared solution. Here's how it's improved things:
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- Customers can now collaborate directly with the tool, giving clear visibility of tasks, prerequisites and responsibilities.
- It's automated project communications, including reminders for upcoming tasks and milestones, so nothing gets missed.
- Introduced automated project updates alongside continued weekly project calls to improve visibility throughout delivery.
- Enhanced our internal customer support systems by integrating our service desk software and our Knowledge Base, giving customers clearer and more consistent updates on support case progress
- Reviewed and refined triage processes using AI, to improve response times and prioritisation.
- Simplified pricing proposals and clarified prerequisites earlier in the sales and onboarding process.
- Continued to invest in and expand our Knowledge Base, making self-service support easier and more effective. Customers have already fed back that "it's fantastic" and "used heavily with configuration work".
What this means for you:
You now have better visibility, faster responses, and fewer surprises. Communication is clearer, more consistent, and easier to follow from start to finish.
Product value and clarity
You told us:
Product information could feel too technical, and there was a need for clearer roadmap visibility, particularly where multiple systems were involved.
What we did:
- Refocused release notes so they clearly explain customer value and operational impact, not just technical change.
- Shared roadmap progress more regularly, via webinars and in-person events, using clearer language and realistic timescales.
- The product team has, and will continue to consult with customers in person to better understand their needs. The new block booking and invoicing modules (due for release in Q3) are a perfect example - over 60 customers were consulted with directly before development began to make sure we fully understand our customers' needs.
- Set out how our roadmap supports migration away from legacy systems towards our cloud platform.
- Continue to explore and progress new opportunities across Marketplace and AI to extend the value of the Gladstone ecosystem.
What this means for you:
You have a clearer view of where our products are heading, how they fit together, and how future developments will deliver real, practical value for your organisation.
Relationships and understanding
You told us:
We could do more to understand your individual challenges, priorities, and ways of working.
What we did:
- Introduced a Customer Health Score to give our teams a clearer picture of overall account health across product usage, engagement and support.
- Used this insight to act earlier, focus on improving health, and prioritise the right conversations at the right time.
- Added dedicated time in account calls to better understand your business context, pressures, and objectives.
- Worked more closely with Marketing and Customer teams to ensure surveys, updates, and communications consistently reached the right contacts.
- Reviewed and restructured support plans because you told us that one size does not fit all. View them here.
What this means for you:
We now understand your organisation better, which means our advice, solutions, and support are more relevant, more targeted, and more impactful.
Listening and engagement
You told us:
Response rates were lower than they should have been, and some customers were not always sure whether their feedback genuinely made a difference.
What we did:
- Reinforced across our communications how customer feedback directly drives product, service, and process improvements.
- Proactively contacted key customer contacts to understand barriers to completing surveys and engaging with feedback activity.
- Identified and now work more closely with satisfied customers who now act as advocates, supporting case studies, references, and peer conversations.
What this means for you:
Your voice is clearly heard, visibly acted on, and consistently valued. We are now more proactive in how we engage with you, rather than waiting for issues to surface.
Closing the loop
We continue to share progress, close the loop on feedback, and be open about where we are improving and evolving. Your input directly shapes how Gladstone grows – not just as a product platform, but as a long-term partner to the leisure sector.
Your feedback. Our actions. Real outcomes.
That’s Voice to Value.
Keep an eye out for our 2026 survey coming soon in May - your feedback helps us to better serve you!