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.
We are actively seeking your feedback and paying attention to what you are telling us.
We learn from you when things go right – and when they go wrong.
We take action to improve our products and service so your experience keeps getting better.
The Customer Experience (CX) team at SAP 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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NPS assesses the likelihood of a customer or partner recommending Concur to a friend or colleague.
Customers have the opportunity to rate their user experience with our in-product surveys.
Customers are asked to provide feedback about their support experience after a support issue has been resolved.
Our customers are sent a survey to rate their satisfaction with their Concur representatives and the overall process during implementation.
We work with third-party analysts to independently gather industry benchmark data which helps guide our product strategy.
Our customer events offer opportunities to connect, share and to brainstorm ideas to help you serve your businesses better.
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.
Concur customer survey respondent
Our surveys capture key insights to help us identify performance improvement opportunities in our products, company strategy, operations and service.
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.
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.
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.
We launched Concur Open, our global dashboard for the most current communication on the status and performance of Concur services.
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.
The 2017 Concur Customer Experience Report highlights actions Concur has taken based on customer feedback.
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