Monday, January 21, 2019

UniPhi Support & Communications Survey

At the end of last year we sent out a survey asking users what they thought of  the service we provide at UniPhi and what they thought of our support and communication networks. We wanted to find out how users use and get help in the use of UniPhi and what they thought of the different avenues of support we provide from webinars to how-to-videos to one-on-one consultations. 

We a very grateful for the great number of responses we have received as it has given us a lot of valuable insight into how our users get help, what they think of our support and communication networks and most importantly how and in which areas they are satisfied or dissatisfied with.

How UniPhi is being used

  • Cash flows and feasibility scenario analysis
  • Dashboards
  • Financial Reporting
  • Risk Management
  • Guest presenters discussing innovative ways they have configured UniPhi
  • More how to use
  • Trouble shoot errors, showing different examples that have happened and how to resolve them

What we found with how UniPhi is being used, is that unsurprisingly, the majority of users access UniPhi from a PC (78%). Mobile and tablet, were however, an unpopular way of accessing UniPhi. This may have to do with the fact that that users work mainly from an office and desktop space or because until recently, it was not optimized for mobile screens. Hopefully with the recent release of UniPhi 14 and its screen optimization we will see changes in how people access UniPhi, with more of them opting for tablet or mobile.
We also found that Chrome is the browser of choice with 57% of users opting for it, followed by Internet Explorer, which was mentioned in comments to be the default IT policy choice at certain workplaces. Interestingly, nobody uses Microsoft Edge by choice but despite that, we will continue to test updates on all platforms and make sure UniPhi runs smoothly across all browsers.
Surprisingly 67% of respondents do not use the Outlook add-in, which comes as a shock to us here at UniPhi as we use it ALL the time and so it begs to question why not? Unfortunately we did not have a comment section to delve further into this, but we can speculate that either they do not receive emails relevant to their work in UniPhi and/or do not know about the add-in.
Seeing as the majority of users previously stated that they access UniPhi through a PC, it does not come a surprise that the majority do not use the mobile app. What is surprising is that there is relatively the same percentage of users who did not know it existed (15%) as there are users who use it (16%). This is quite important information for us, as it lets us know that there is work to be done in educating users about what add-ons we have out in the marketplace.

How Users Get Help

In-house super-users were the most used avenue of support (22%) closely followed by one-on-one consultations (18%). We are pleased to see that we do have super-users at our various deployments who are clearly doing a great job in supporting other users and are one of their main ports of call! 

We found that our website support portals were the least used avenues, with only 2% using the online Forum, 5% accessing the website Get Help page and 6% using support tickets. Clearly when it comes to getting help, human support is the clear winner.

How users rate our support and communication networks
Overall users have found the UniPhi staff to be responsive and quick and for the service they provide to be helpful. We are also happy to hear that an overwhelming majority of users have had positive experiences with UniPhi (43.15% agreeing and 27.55% strongly agreeing) and overall users seem happy with how we communicate changes and updates with them. 

Whether information needed for support was easy to find or not was a mixed bag of agreeing that it is easy and a neutral neither agree or disagree. This combination of responses with how people get help, leads us to the conclusion that we can perhaps do better in letting users know how, where and what kind of support materials we have, particularly with regards to our online support (how-to-videos, Get Help page etc).
This lack of awareness of our various online support options ties into our feedback about the how-to-videos as a lot of people replied N/A or neither agree or disagree for this section of questions. We can therefore conclude that not many users know of their existence on our website or YouTube channel, especially as several respondents commented so.


Generally, most users who have viewed a webinar were happy with the overall quality, ease of use, topics and usefulness. We also got a bunch of great suggestions for what our upcoming webinars should be, which is always a great help for us  – especially when the idea bank starts to runs dry.  

A few of the topic suggestions we received were:
What we learnt

Overall, we were happy to find that most users have had a good experience with UniPhi and the service we provide. This survey has helped us identify which areas are working well and which need more attention. One such area is making our online support networks  more known from the YouTube channel with the how-to video’s to the online forum and support section on the website. 

It is also always interesting to see how different users are accessing and interacting with UniPhi and good to know how we are helping support them and how we can continue to do so in the future. 

So, thank you once again, to everyone who responded to our survey and if you ever stuck and need help with UniPhi, remember we have a variety of different support options from: