How Luware Recording Achieves a 4.9 CSAT Score

With financial services organizations facing strict regulations like MiFID II, GDPR, and local data sovereignty laws, a high customer satisfaction (CSAT) score in compliance recording is more than a vanity metric. If a solution falls short, the consequences aren’t just technical but can lead to severe fines and reputational damage. 

That’s why our average CSAT score of 4.9 out of 5 is so important: It reflects our commitment to making every step of the customer journey smooth, transparent, and tailored to mission-critical compliance needs.

Here’s how we make it happen.  

Expert engineers where our customers operate 

Our customers benefit from the expertise of certified professional engineers based in the UK and Switzerland. Aside from technical knowledge, an important aspect here is their understanding of the regional compliance landscape. From GDPR to revised MiFID II requirements and local data residency laws, our engineers provide guidance tailored to each customer’s environment. 

This investment in regional expertise means customers get fast responses and advice that reflects the regulations they operate under. 

Here is what this looks like in numbers: 

Guided onboarding with dedicated support

More often than not, onboarding is where frustrations arise with enterprise technology. Luware customers benefit from a process built to eliminate those pain points. This means: 

• Collaborative planning ensures we map specific requirements and co-design the right solution. 

• Guided sessions walk customers through every stage of onboarding. 

• Clear and concise documentation shared before kickoff gives stakeholders full visibility into the process and ensures questions are answered upfront. 

• Dedicated engineer assignment for each onboarding means questions are answered directly by someone with deep product knowledge. 

The result? Customers start using the product sooner and with less disruption. We’ve had clients recording within an hour of onboarding. 

Flexible deployment options catered to financial services firms 

No two financial services organizations are the same, especially when it comes to compliance. That’s why Luware Recording offers a range of flexible deployment options designed to meet each customer’s specific requirements. Below are just a few examples of how you can tailor your deployment to fit your organization’s needs: 

• Storage in specific geographic regions to meet data residency requirements. 

• Custom recording rules and policies tailored to business needs. 

• Custom announcements for compliance with regional laws. 

Streamlined onboarding through automation 

To streamline the onboarding process, we’ve invested in in-house automation tools. This removes complexity, reduces the need for customer resources, and accelerates time-to-value. 

Testing and validation before go-live 

We don’t consider implementation complete until customers validate every scenario. Our engineers support acceptance testing, confirm that each requirement works to the customer’s standards, and implement changes immediately if needed. 

This rigorous approach gives customers confidence that the platform is ready for production use from day one. 

Training that empowers customers 

Technology is only as effective as the people using it. That’s why our engineers deliver in-depth, interactive training sessions tailored to each customer’s needs. These sessions focus on areas most relevant to them and give participants the opportunity to ask questions and gain hands-on confidence.

Why CSAT defines our success 

For us, CSAT is more than a score. It’s a reflection of how well we’re fulfilling our role as a trusted compliance partner. As such, we treat feedback as a driver for progress: Every onboarding, every training, and every support interaction is an opportunity to improve. Our approachable team takes customer input seriously and integrates it into product enhancements and process refinements. 

This feedback loop is a key reason why our customers consistently rate us so highly: It demonstrates that we don’t just deliver a solution; we evolve with our customers’ needs.