Your Voice, Our Action: The 2025 Customer Feedback Story

Key Themes from the 2025 Survey

At Gladstone, listening is a part of how we grow. Every year, your feedback gives us a clearer picture of what matters most to you. It shapes our roadmap, refines how we support you, and keeps us accountable.

We’d like to thank every one of you who took the time to complete this year’s Customer Satisfaction Survey. Your voice is invaluable, and it continues to guide how we evolve our products, partnerships, and services.

Here’s how your feedback is helping us turn Voice into Value - real changes you can see, feel, and benefit from.

1. Listening & Engagement

You said - "I'm not sure if my feedback really makes a difference"

We’re doing:

• Launching a Customer Health Score to proactively track your experience.

• Reaching out to understand why response rates have dropped.

• Identifying customers who love Gladstone to become product advocates and case study partners.

• Increasing visibility of what changes have come from feedback - like this blog.

What this means for you: You’ll see more tailored, proactive conversations from our team. Your voice will lead to faster action, and you’ll get clearer follow-up about how it's shaped what we do.

2. Communication & Transparency

You said: “Project updates and support cases need to be clearer and faster.”

We’re doing:

• Introducing automated project updates through Monday.com.

• Improving visibility via the customer portal so you always know where your support ticket stands.

• Refining triage to improve first-response times.

• Expanding our Knowledge Base to reduce reliance on calls or emails.

• Simplifying pricing proposals and outlining all prerequisites upfront.

What this means for you: Less chasing, less uncertainty. More clarity, faster updates, and open communication you can rely on.

3. Product Value & Clarity

You said: “It’s hard to understand where products are going, especially when using more than one system.”

We’re doing:

• Making release notes more customer-friendly, focused on value and impact.

• Sharing product roadmap updates more frequently, using plain language and clear timelines.

• Clearly explaining how legacy systems (like Plus2) fit into the future roadmap.

• Exploring new Marketplace partnerships and emerging tech (including AI) to boost product value.

What this means for you: A simpler view of how Gladstone products connect - and where they’re going - so you can plan with confidence.

4. Relationships & Understanding

You said: “It sometimes feels like you don’t fully understand our local challenges.”

We’re doing:

• Adding a dedicated “Business Context” section to all account reviews and meetings.

• Working with marketing to ensure our updates reach the right people within your organisation.

What this means for you: A more relevant and personalised service. The more we understand your environment, the better we can support your goals.

Voice to Value: A Two-Way Commitment

This year’s survey told us something important: it’s not enough to collect feedback - we must close the loop. That’s why we’re making it easier for you to see the difference your feedback makes.

Voice to Value is more than a slogan. It’s our ongoing commitment to turn your insights into action - and that means progress you can measure.

We’ll continue to:

• Keep you informed through quarterly updates and release notes.

• Celebrate progress together - through webinars, user groups, and events.

• Use the annual survey to benchmark how we’re doing and where we can go further.

Looking Ahead - Together

We’re proud of the steps we’ve taken, but we know there’s more to do. We’ll keep listening, refining, and building with you at the centre of every decision.

If you'd like to be more involved, whether by joining a product feedback group, contributing to a case study, or just having a chat, please get in touch with your Account Manager. Alternatively, If you have any additional general feedback or feature enhancement requests please click below.

Thank you again for your time, your honesty, and your partnership.

Together, we're building better.