We recently ran a customer satisfaction survey for our clients, and were very pleased with the positive results.
How do we value feedback?
Feedback from our clients is vitally important to us as we are always working to improve our services as we grow our business. We wanted to get direct input from the clients we work with to get an idea of their opinions on the IT support and management that we offer, as well as their suggestions for potential areas of improvement.
Results of our feedback
Of the 112 respondents to the survey, almost 50% of them have been clients of ours for 3 years or more, so you can trust that they know us and our business well. Almost 90% of those surveyed confirmed that they are satisfied with our services which we were very happy to hear. Other findings from the survey included the fact that 88.2% of people said they found our engineers either extremely or very helpful when assisting them with problems.
Over 75% of those surveyed agreed that we are clear about how and when we will fix a problem. We were glad to hear that the communication processes we have in place such as our email ticket system are effective, as 83.2% of our clients find it either extremely or very easy to get in contact with us when they are in need of IT support.
We also invited clients to give comments for each question- some of the highlights are below:
“The team are extremely friendly, helpful and passionate about the work they do.”
“Always polite and courteous engineers and try to explain things well”
“Very responsive and supportive of the serious issues we have encountered”
“Every problem sorted incredibly quickly and efficiently”
“Always been very helpful and reassuring on the phone, and work is carried out quickly and effectively”
“If anyone ever asks for recommendations about IT support we only ever recommend Netitude”