Focusing on improving the quality of customer support

May
29th

Focusing on improving the quality of customer support

May 29th, 2007 at 15:33 by Ian Wild

If you’ve raised a Question to our support team and had a response from them, you might have noticed that you get the chance to rate their response. Ever wondered what happens next?
We have a member of staff checking up on the ratings to monitor customer satisfaction. Any replies that are given a negative rating are investigated. If it’s decided that the support agent involved could have done a better job of dealing with the query, it’s taken up with them directly.

We’re pleased to say that the percentage of replies that are found to be unsatisfactory hovers around the 2% mark, and we’ll continue to drive it as low as possible.

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This entry was posted by Ian Wild on Tuesday, May 29th, 2007 at 3:33 pm and is tagged with and is posted in the category Newsletter Content. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a reply below. Pinging is currently not allowed.

one comment on "Focusing on improving the quality of customer support"

Ian Wild said:
May 29th, 2007

This is a snippet written for the next next customer newsletter, which will be changing soon to collate the content posted here. This will make for a more fluid and interesting newsletter, although we probably still have a little way to go