In November 2025, BIS conducted its annual user satisfaction survey on Google Forms, gathering feedback from 1,550 respondents — nearly twice as many as in 2024. Users across all key target groups evaluated BIS user support services on a 5‑point scale, confirming growing engagement and trust.

Key Results

• Overall satisfaction increased to 76% (up from 75% in 2024)
• Weighted average rating improved to 3.78 (from 3.77)

The largest improvements were seen among previously less‑satisfied groups:

• Construction initiators: +8 percentage points (66% → 74)
• Residential building owners: +5 percentage points (64% → 69)

Professional users continue to rate support highly:

• Construction specialists: 80%
• Construction merchants: 81%

Support Channels: Efficient and User‑Friendly

BIS user support functions as a modern, multi‑layered system, combining personal assistance with self‑service tools:

• Phone support remains widely used (39%), while
• Self‑service channels continue to grow: FAQs, Help section, webinars, and video tutorials
• User independence is increasing — 11% of users needed no support at all

User feedback highlights clear priorities:

• Short, targeted video tutorials
• Reduced phone waiting times through callbacks and self‑service
• Greater transparency in technical issue status tracking
• Clearer, life‑situation‑based user manuals

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Thank you to all BIS users for your valuable feedback — it helps us continuously improve and deliver better support for everyone!