We recently completed a survey by calling clients who had raised support tickets with us over the past 6-months. Although we were unable to reach many of them (probably too busy working than answering questionnaires!) we did get enough responses to provide an interesting picture of customer’s experiences.
These are the results from the questionnaire:
86% satisfied with response time
80% satisfied with diagnosis
82% satisfied with being kept up to date
78% satisfied with the time to fix the fault
90% satisfied overall with the support
Obviously work still to be done to improve on these figures but 100% may be a target too far! But at least gives valued feedback as to how support operates and whether it is effective in meeting client’s expectations. Very glad to have any existing clients let me know their experiences as well.