Last year we rolled out a new piece of software to monitor the satisfaction of our IT support clients. Six months later, we’re delighted to say that over 98% of respondents have been happy with the service they’ve received!
Every time a client gets in contact with Acronyms and requests IT support, we create a ticket in our system. It doesn’t matter how a client decides to get in touch, everything is logged so there’s always a reference we can refer to, should it be necessary. Once a problem is resolved, the ticket is closed, and then the client is asked to rate their satisfaction in terms of ‘Negative’, ‘Neutral’ or ‘Positive’.
This customer feedback process was created to ensure that we always remain accountable to the client. Whilst 98.3% of responses within the first six months have been positive, which is testament to the tremendous work our IT technicians do, it has also provided us with valuable insight into situations where we’ve not performed to our best.
What’s more, we’ve been able to use this data in conjunction with our regular account management meetings, at which a client is asked for feedback in relation to the entire account. This allows us to identify areas of discrepancy between managers and their employees who use the IT network every day.
In doing so, we’ve had several conversations where we’ve been able to make recommendations based on the experience of staff that rely upon the network to go about their daily tasks. This ultimately makes a company more efficient, resulting in time or cost savings that may otherwise have gone unnoticed.
With all this being said, we can only help in this way, if our clients hold us to account, and let us know how we’re doing. We’re incredibly proud that so many of our customers have had a positive experience when working with us and whilst you might expect us to aim for 100%, our aspirations are in fact quite different. We want to hear more about the times when things don’t go quite right. That’s how we learn, that’s how we get better and ultimately, that’s how we continue to offer an excellent service for years to come.
If you’re an Acronyms client, please keep an eye out for the customer feedback buttons at the bottom of emails you receive from us, and if there’s something we should be doing better, make sure you tell us!