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Focusing on improving the quality of customer support

Focusing on improving the quality of customer support

Focusing on improving the quality of customer support

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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Grafter
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 :-) Ian