Customer Feedback 2025

A big thank you to the nearly 200 respondents to our 2025 Customer Satisfaction Survey. Your feedback actively contributes to improving Vertec.  

Of course, we are also happy to hear your feedback and ideas beyond the survey. The Vertec Forum is a good place to do this. And the User Conference 2025 also offers plenty of opportunity for discussion and feedback.

We notice a slight decline in overall satisfaction. Thanks to your many free-text responses, we can understand the results well. As in 2023, we would like to quote some responses and also address the critical feedback.

A selection of the positive feedback:

• “Simple, uncomplicated use”  
• “Rapid feedback and answers, customer forum, open communication and transparency”  
• “Time tracking, custom reports, Knowledge Base, general customization”  
• “Flexibility in software design, short response times in case of problems”  
• “Adaptability of the interface and elements (custom field items, additional classes...)”  
• “Reliable feedback on concerns and their handling by the support team”  

Your criticisms:  

The new search function

With Vertec version 6.8, the search became a full-text search. The switchover of the familiar feature is critically mentioned by some customers (but less than 10% of the feedback). The greatly expanded scope of functions goes hand in hand with changes.

For example, the full-text search can be used to find content from various objects, including important activities and documents. If you save emails in Vertec, they are also present in the search index. The wildcard search helps to find matches without knowing the exact text. An example from the Knowledge Base article Vertec Search:

The text of an activity contains the word “globalization”. If you enter the word “global”, the search does not find anything. However, if you enter “global*”, it finds the relevant activity.

Another advantage: The search function can be configured according to your requirements. The cited Knowledge Base article provides a lot of information about the new, advanced full-text search. Feel free to contact the Support Team.  

Performance of the software

About 10% of the feedback is about software performance. Performance is a very individual topic. With our interactive Performance Analysis Tool, you can narrow down the causes of poor performance. The Knowledge Base article Performance goes into the topic in detail. If this content does not offer solutions, the support and project management teams are happy to help.    

AI Chatbot

Our AI chatbot, which can also be used to communicate with the support team, receives a lot of praise. But we also hear critical voices.

With continuous improvement, we have been able to noticeably increase the quality of the responses over the last few months. However, the chatbot does not know your individual Vertec installation. Thus, the context of the knowledge is always limited to the Knowledge Base and the data model that runs in each customer installation.
Is it conceivable that an AI chatbot will know more about your Vertec in the future? We are researching in this direction, but it is still too early to make reliable statements. 

Expectation management in projects    

Individual feedback calls for more transparency regarding hours, budget and responsibilities in the implementation and expansion projects. We accept this feedback gratefully and will look for opportunities for optimization.

We are actively addressing much more feedback on various topics in our teams. Would you like to stay informed about advances and news around Vertec? Feel free to subscribe to our Newsletter and meet us and other customers at the User Conference 2025.