Comments on: Customer Satisfaction http://community.plus.net/blog/2008/04/18/customer-satisfaction/ News and Updates on the Community. Fri, 21 Nov 2008 21:56:30 +0000 http://wordpress.org/?v=2.5.1 By: The PlusNet Phone System / IVR | Community Site News http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-6166 The PlusNet Phone System / IVR | Community Site News Wed, 10 Sep 2008 10:18:01 +0000 http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-6166 [...] Interestingly the IVR makes up 17% of the feedback we got from recent surveys. You can read more around this here http://community.plus.net/blog/2008/04/18/customer-satisfaction/ [...] [...] Interestingly the IVR makes up 17% of the feedback we got from recent surveys. You can read more around this here http://community.plus.net/blog/2008/04/18/customer-satisfaction/ [...]

]]> By: Chris http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-4790 Chris Thu, 10 Jul 2008 13:55:22 +0000 http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-4790 Hi Yvonne, I've had a look at your account and can't see any obvious days where you have used more than others. It seems pretty consistent across the course of the month. The usage on your account doesn't just mean downloads that you save on to your computer, browsing to websites and watching online content such as iPlayer uses your allowance up. You can see what kind of traffic is being used across your connection at this link:- https://portal.plus.net/view_my_broadband_usage/index.php You should also make sure that if you are using a wireless router it's as secure as possible by setting a passphrase, the router instructions should tell you how to do this. There is also this handy tool to calculate how much you may use each month on your connection:- http://mybroadbandusage.co.uk/usage_calculator.html If you find yourself using more usage and it's costing you more than £14.99 per month I'd suggest moving to the next package up, Option 2, this will give plenty of allowance for your current usage habits. If you have any other questions please don't hesitate to get in touch. Kind Regards, Chris Parr Hi Yvonne,

I've had a look at your account and can't see any obvious days where you have used more than others. It seems pretty consistent across the course of the month.

The usage on your account doesn't just mean downloads that you save on to your computer, browsing to websites and watching online content such as iPlayer uses your allowance up. You can see what kind of traffic is being used across your connection at this link:-
https://portal.plus.net/view_my_broadband_usage/index.php

You should also make sure that if you are using a wireless router it's as secure as possible by setting a passphrase, the router instructions should tell you how to do this.

There is also this handy tool to calculate how much you may use each month on your connection:-
http://mybroadbandusage.co.uk/usage_calculator.html

If you find yourself using more usage and it's costing you more than £14.99 per month I'd suggest moving to the next package up, Option 2, this will give plenty of allowance for your current usage habits.

If you have any other questions please don't hesitate to get in touch.

Kind Regards,

Chris Parr

]]> By: Yvonne Liston http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-4782 Yvonne Liston Wed, 09 Jul 2008 21:12:07 +0000 http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-4782 I am finding my response time very slow. I have received warnings about my usage on downloads. I do not download very much, not music,pictures etc. Can you therefore explain to me how or why I might have a high usage, so that I can address this problem. No one else now shares this computer with me, and if I am doing something wrong which is using up my time unnecessarily I would be grateful for some advice. I am finding my response time very slow. I have received warnings about my usage on downloads. I do not download very much, not music,pictures etc. Can you therefore explain to me how or why I might have a high usage, so that I can address this problem. No one else now shares this computer with me, and if I am doing something wrong which is using up my time unnecessarily I would be grateful for some advice.

]]> By: chrisc http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-3838 chrisc Thu, 29 May 2008 09:22:03 +0000 http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-3838 Hi Julie, Thanks for stopping by and giving us some valuable feedback. In March every person that called the support centre from a number registered on their account should have been sent a link to the survey. If you called from a different number or have your number witheld for example then the phone system won't have recognised it. We've just changed the way that the survey is sent out, and it's no longer linked to the phone number you call from. 1/5 of all callers now receive a link to the survey - so we are getting around 50% more responses than previously. We do have a customer testimonials page - www.plus.net/testimonials and we are looking at ways to make this more interactive and allow people to submit their comments. (If you want to submit a testimonial for the page then feel free to drop me a PM). I'm involved in editing and putting together the newsletter each month and appreciate the comments regarding the language used to report the 'unsatisfied' reponses of the survey. I'll make sure that we change the language appropriately in future issues. If you've got any more questions or concerns then please let me know. Chris Hi Julie,

Thanks for stopping by and giving us some valuable feedback. In March every person that called the support centre from a number registered on their account should have been sent a link to the survey. If you called from a different number or have your number witheld for example then the phone system won't have recognised it.

We've just changed the way that the survey is sent out, and it's no longer linked to the phone number you call from. 1/5 of all callers now receive a link to the survey - so we are getting around 50% more responses than previously.

We do have a customer testimonials page - http://www.plus.net/testimonials and we are looking at ways to make this more interactive and allow people to submit their comments. (If you want to submit a testimonial for the page then feel free to drop me a PM).

I'm involved in editing and putting together the newsletter each month and appreciate the comments regarding the language used to report the 'unsatisfied' reponses of the survey. I'll make sure that we change the language appropriately in future issues.

If you've got any more questions or concerns then please let me know.

Chris

]]> By: Julie Riseborough http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-3830 Julie Riseborough Wed, 28 May 2008 20:47:40 +0000 http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-3830 I was absolutely delighted with the sign up process and support but two things concern me: 1. In the latest newsletter you state that everyone that calls the support centre gets surveyed on satisfaction. I guess you can clarify that for me but I was waiting for you to send me a survey since joining in March when I called twice to ask for assistance with set up (both experiences brilliant!) and the surveys never came. I then went onto the website thinking that I could regsiter a compliment/positive feedback - no such luck so I'm joining a discssion forum as I see you monitor the comments! Poor show PlusNet - surely you must be used to positive feedback by now? So why not invite it? For example by telling me how I can send you a compliment. 2. The language of the newsletter is rather defensive - you report satisfaction but refer to customers "claiming" dissatisfaction. Whilst I am a very satisfied customer I doubt I'd be happy if I did voice dissatisfaction then read your newsletter - why don't you also state that customers are "claiming" satisfaction. Customer experience is personal and not always objective - and it is evident that you have a healthy attitude to negative feedback so please ask the newsletter editor to drop the defensive language as it just causes me concern! I was absolutely delighted with the sign up process and support but two things concern me:
1. In the latest newsletter you state that everyone that calls the support centre gets surveyed on satisfaction. I guess you can clarify that for me but I was waiting for you to send me a survey since joining in March when I called twice to ask for assistance with set up (both experiences brilliant!) and the surveys never came. I then went onto the website thinking that I could regsiter a compliment/positive feedback - no such luck so I'm joining a discssion forum as I see you monitor the comments! Poor show PlusNet - surely you must be used to positive feedback by now? So why not invite it? For example by telling me how I can send you a compliment.
2. The language of the newsletter is rather defensive - you report satisfaction but refer to customers "claiming" dissatisfaction. Whilst I am a very satisfied customer I doubt I'd be happy if I did voice dissatisfaction then read your newsletter - why don't you also state that customers are "claiming" satisfaction. Customer experience is personal and not always objective - and it is evident that you have a healthy attitude to negative feedback so please ask the newsletter editor to drop the defensive language as it just causes me concern!

]]> By: Dave Jones http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-3461 Dave Jones Mon, 12 May 2008 07:56:40 +0000 http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-3461 I have been with you a few years now and really found you by accident. I do feel well qualified to speak on this subject and from day one right up to now I have found your customer service to be unbeatable. Yes, there are cheaper, 'better' ISP's around - but their customer service can not be as good as yours!!! Brilliant keep up the good work - regards - Dave J I have been with you a few years now and really found you by accident. I do feel well qualified to speak on this subject and from day one right up to now I have found your customer service to be unbeatable. Yes, there are cheaper, 'better' ISP's around - but their customer service can not be as good as yours!!! Brilliant keep up the good work - regards - Dave J

]]> By: Dan http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-2853 Dan Fri, 25 Apr 2008 19:26:57 +0000 http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-2853 finally got around to reading this interesting blog, cheers luke. just one request: can you add a key to the line graphs? finally got around to reading this interesting blog, cheers luke. just one request: can you add a key to the line graphs?

]]> By: Carol http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-2587 Carol Fri, 18 Apr 2008 18:31:29 +0000 http://community.plus.net/blog/2008/04/18/customer-satisfaction/#comment-2587 Excellent insight to how we work Great results all round, lets keep it up Carol Excellent insight to how we work

Great results all round, lets keep it up

Carol

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