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Every year we do a Customers First survey covering the majority of our customers, products, and services. I want to share some actions we are taking based on this feedback.
The overall rating of our products continues to improve and has steadily increased since 2010 from 49 percent of customers rating us as very good or excellent, to 73 percent today. However, we know we must continue to focus on improving the usability of our products. Learn how we are enhancing specific products based on your feedback.
Information and Analysis Quality
IHS Markit is constantly improving the currency, consistency, completeness and correctness of our data in order to deliver world-class products and insights to you. Core to our solutions is our information and analytics in which 77 percent of our customers rated us “very good to excellent." Learn more about improvements in this area.
We measure ourselves on the speed and quality of our interactions with you. Nine out of ten phone calls and emails are responded to within 24 hours, 77 percent are resolved with one contact to IHS Markit, and 90 percent of all issues are resolved to our customer’s satisfaction. Our target is 100 percent. We will continue to focus on ever quicker response. As always, please continue to seek our help by contacting our Customer Care team.
You are our very best source of ideas on how we can continue to provide you with better value for our products and services. Our goal every day for every IHS Markit colleague is to listen to you and act on what we learn. We want to earn your business each and every day.
Thank you for your continued business!
We appreciate your feedback and have incorporated your ideas into some of the changes that we have made in 2016 (see below):
Aerospace, Defense & Security: Learn more about the enhancements we have recently completed or are actively working upon.
Automotive: We heard your feedback; Making our user interfaces easier to use, further expanding the breadth and depth of data coverage and incorporating world events even more quickly into our forecasts. The following link shows some of the enhancements we have recently completed or are actively working upon. Product Enhancements
Chemical: Based on your feedback, we made the following Product Enhancements; expanded coverage by geo-markets and end-use segments, leading insights in process technology and investment economics, same-day analysis services, live webcasts with industry experts and numerous IHS Connect® Platform upgrades.
Economics & Country Risk: As a result of customer feedback we have developed new and improved content, tools and processes in 2016 to help you to be successful. Read more to learn what IHS Markit is changing in response to customer feedback - and to see how your response could shape IHS Markit.
Energy: Direct customer feedback enables us to make our products easier to use. Check our list of Product Enhancements to learn how we have improved specific Energy Insight and Energy Technical products in 2016.
Product Design: Based on your feedback and enhancement requests, we prioritize and deliver innovative product enhancements that increase the efficiency of your engineering teams and technical professionals. We strive to simplify and streamline access to trusted, authoritative content including industry standards, technical reference information, and internally developed standards and knowledge. We strive to keep you informed of content changes that could impact your business. We also take pride in being your single source for authoritative knowledge, delivering more than 110 million documents across 400 standards bodies and publishers with the highest information quality, comprehensiveness and completeness.
Technology: Technology (Market Intelligence and Electronic Parts): We have worked to improve content and communication, as well as to update tools and processes to help our customers receive the desired value from our products and services. Learn more about these improvements.
At IHS Markit, all of our colleagues are dedicated to ensuring that our customers have a positive customer experience, each and every day. You are our best source of ideas on how we can continue to provide you with better products and services. Thank you for continuing to be part of our feedback process.
Chairman and CEO
CUSTOMER RESPONSES TO 2016 SURVEYS