Talk to us. We’re listening.
And we’re committed to exceeding your expectations.
At Concur, customers come first.
It’s just who we are. Customer experience is a big part of our history and continues to be our passion. Listening to you and learning how we can improve is critical to our success.
Listen
We are actively seeking your feedback and paying attention to what you are telling us.
Learn
We learn from you when things go right – and when they go wrong.
Act
We take action to improve our products and service so your experience keeps getting better.
Customer Experience at Concur
The Customer Experience (CX) team at Concur gathers and analyzes your feedback and shares what you are saying with groups throughout the business to help drive change. That way, you can focus on what’s important to you.
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Gathering feedback
We want to understand (and anticipate) your needs, expectations and requirements. We also want to understand how satisfied you are with what we’ve delivered to help you run your business better. Here are some of the ways we are collecting the answers:
Net Promoter Score (NPS)
NPS assesses the likelihood of a customer or partner recommending Concur to a friend or colleague.
Product satisfaction survey
Customers have the opportunity to rate their user experience with our in-product surveys.
Support survey
Customers are asked to provide feedback about their support experience after a support issue has been resolved.
Implementation survey
Our customers are sent a survey to rate their satisfaction with their Concur representatives and the overall process during implementation.
Analyst reports
We work with third-party analysts to independently gather industry benchmark data which helps guide our product strategy.
Events
Our customer events offer opportunities to connect, share and to brainstorm ideas to help you serve your businesses better.
Social media
We’re actively engaging with you via our social channels to learn about your real-time needs and how we can build a best-in-class customer experience.
I've been a big fan (of Concur) for a long time. Simply, it makes my job easier both in doing my own expenses, as well as in running the administrative side.
Concur customer survey respondent
Acting on feedback
We take your input and make improvements in the areas most critical to you. Recent transformation efforts include:
Survey feedback
Our surveys capture key insights to help us identify performance improvement opportunities in our products, company strategy, operations and service.
New Concur user experience
We updated our user interface with easy navigation, “work to zero” task lists and access to features for every product, on any device, any time.
Customer events
We’ve tailored our customer events to provide what you asked for, including education around solution best practices, functionalities and features; networking with peers; and product training.
Communications
You’ve told us you like hearing from us, but you’d like us to limit communications when possible. We understand your concerns and are establishing communication governance. We’ve also added an opt out option for service alerts.
Concur Open
We launched Concur Open, our global dashboard for the most current communication on the status and performance of Concur services.
Learning platforms
We’ve created tools such as demos, webinars and social media channels—plus, we’ve launched the Customer Learning Series in response to your request for more live training.
Customer Experience
The 2015 Concur Customer Experience Report highlights actions Concur has taken based on customer feedback.
Download report