Customer Survey Feedback

Every time a customer calls our service desk with an issue, we record this into our ticketing system.  Once the issue has been resolved our ticketing system sends a survey to the customer asking the customer to rate us out of 5 (provided we have the customers email address on record).

These results are fed back to the company who produce the ticketing system and are compared against thousands of other professional IT providers to give a network average rating.  Our target is to exceed the network average proving (what most of our customers already know) that we are an above average IT company.

Below we have listed by month our survey results

October 2010 Survey Results

This was our first month carrying out surveys and we were very happy with our results.

October Survey Results

November 2010 Survey Results

Although most of our results in November exceed our competitors, there were obviously areas we needed to work on if we were to continue to outperform our competitors.  This prompted an immediate investigation by our Account Managers to find out how we could improve our service.  From this feedback we implemented some changes and carried out some internal training.

November Survey Results

December 2010 Survey Results

An excellent improvement from last months score thanks to all the hard work by the Account Managers and Engineers.

December Survey Results

January 2011 Survey Results

These results are fantastic!  On every job carried out this month we have scored 5 out of 5 for everything!  Great work from our Engineers!

January Survey Results

February 2011 Survey Results

We’re still better than your average IT company, but not as good as we were last month.  Although it’s hard to be perfect every month now that we’ve had a taste of it we want more.  Next month we’ll be offering a prize to the best performing engineer!

February Survey Results

March 2011 Survey Results

Congratulations! Martin Old and Jon Proud win this month’s prize for coming joint first in customer satisfactions survey results.  Although all our engineers deserve credit for the excellent feedback we’ve had from our customers this month – this is what Smart IT is about.

March Survey Results

March 2011 – March 2012 Survey Results

As you’re probably aware by now, providing a high quality service to our customers is extremely important to us.

We monitor everything we do and ask for regular feedback from our customers to make sure we’re doing it right.  There’s always room for improvement which is why we actively encourage our customers to provide us feedback and advice on how we can serve them better – and it works!

Feedback so far from our customers shows:

  • 100% of customers surveyed would recommend us.
  • 100% rate us better than other IT companies

Below is the total ticket survey feedback for March 2011 – March 2012.  As you can see, we have again outperformed our competitors and scored higher than the network average on all targets.

March 2012 Survey Results

It’s going to be tough to top this next year, but we’re giving it our best shot!

March 2012 – March 2013 Survey Results

surveys-2013

Another great year for our engineers!  They’ve done very well this year to keep the several thousand computers and servers we maintain in tip-top condition allowing our customers to carry on business as usual.

However, when problems did occur customers are clearly showing they are very satisfied with the service our engineers are providing.

 

 

Would you rate your IT provider this high?  Does your IT provider care as much about the quality of their customer service?  If not please contact us and see how much you could save by moving to a better IT provider.

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