January 31, 2025 3 min read

CSAT 2024: How Gecko HRM Continues to Deliver Exceptional Value

Jelena Rašula

Jelena Rašula, Product Marketing Manager

Gecko HRM

gecko customer satisfaction

At Gecko HRM, we have always believed that our success lies in the success of our customers. This year, that belief has been reaffirmed through the incredible feedback we received from our annual Customer Satisfaction (CSAT) survey for 2024. 

A Year of Outstanding Growth in Customer Satisfaction

The results are in: customer satisfaction with the Gecko HRM solution has grown significantly compared to previous years. This reflects our ongoing commitment to delivering a robust, intuitive, and adaptable HRM solution that truly meets the evolving needs of our users. Whether it’s simplifying HR processes, ensuring compliance, or driving employee engagement, we’ve worked tirelessly to make sure that Gecko HRM remains a reliable partner for businesses of all sizes.

Our CSAT Survey provides a clear year-over-year comparison of customer satisfaction metrics for Gecko HRM across various attributes.The satisfaction score for Gecko HRM measures everything from customer satisfaction with our User Interface (UI) to Functionalities, Adaptability and Safety. It shows a steady improvement, with 2024 reaching a new high. This indicates that the platform has been consistently addressing user needs.

The upward trends are a strong testament to Gecko HRM’s commitment to delivering value, but continued focus on areas with slight declines will ensure sustained excellence.

Customer Success Metric Broke Records

But it’s not just about the solution itself. This year, satisfaction with our Customer Success team has reached an all-time high! Our dedicated team works closely with each customer to provide tailored support, proactive solutions, and actionable insights. Their passion and expertise have made a real difference, as reflected in the overwhelmingly positive feedback we’ve received.

Here are the key takeaways from 100+ collected surveys:

  1. Responsiveness and Speed: The score reached its best-ever rating in 2024 (4.31 on a scale 1-5), demonstrating the team’s efficiency and agility in addressing customer needs.
  2. Friendliness of Team Members: With a score of 4.74, this metric remains a strong performer and indicates the team’s positive interactions with customers.
  3. Technical Expertise: Customers rated the team’s technical competence at an all-time high of 4.43 in 2024, reflecting their ability to provide reliable and informed support.
  4. Understanding of Business and Processes: This category saw steady improvement over the years, reaching a best-ever score of 4.20 in 2024, signifying a deeper alignment with customers’ business needs.
  5. Communication Skills: Strong growth was evident here, with the 2024 score rising to 4.48, showcasing the team’s clarity and effectiveness in communication.
  6. Proactiveness: The proactive approach of the team was rated at 4.33 in 2024, achieving its highest score, indicating a forward-thinking and customer-first mindset.

Achieving Record-High NPS: A Testament to Our Customers’ Trust

We’re also thrilled to announce that our Net Promoter Score (NPS) is the largest it’s ever been. For us, NPS isn’t just a number. It’s a direct reflection of how likely our customers are to recommend Gecko HRM to others and a clear indicator that our customers see Gecko HRM as a trusted partner that adds real value to their organisations.

Why These Achievements Matter

These milestones are not just accolades; they’re a call to action for us to continue raising the bar. The world of HR is constantly evolving, and we’re committed to staying ahead of the curve to provide innovative, user-friendly solutions that empower HR teams to succeed.

We’re deeply grateful to our customers for their trust and for taking the time to share their feedback. It’s your insights that drive us to improve, innovate, and ensure that Gecko HRM remains the leading choice for HR professionals everywhere.

About the author

Jelena Rašula

Jelena Rašula, Product Marketing Manager

Jelena Rašula is the Product Marketing Manager at Gecko HRM, where she combines her passion for innovative technology with a deep understanding of the HR industry. With a keen interest in reshaping how businesses approach workforce management, Jelena leads impactful marketing initiatives that highlight the transformative power of HR tech.

Jelena Rašula is the Product Marketing Manager at Gecko HRM, where she combines her passion for innovative technology with a deep understanding of the HR industry. With a keen interest in reshaping how businesses approach workforce management, Jelena leads impactful marketing initiatives that highlight the transformative power of HR tech.

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