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.
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.
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.
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.
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.
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.
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.