Feedback – What is it and how do we use it

The old saying goes, there is no such thing as bad feedback, and it’s something that we at Netitude try to live by.

As any of our clients will know, whenever we finish work (whether a service ticket or project) we send out a little feedback request email with 3 smiley faces.

Each means something to us and does not go unnoticed. We live and die by our feedback and monitor our responses closely.

What do they mean? We want to keep it simple, so they are good, neutral and bad.

The Positive (good):

If you send a Good Smile back, you won’t hear from us, but this doesn’t mean that nothing happens. We love good feedback, especially if you provide a comment on why it was good and anything our engineers did to make the service great.

Behind the scenes, the staff are rewarded for good feedback via our CrewHu points system. Our team members can redeem CrewHu points against big things like Spa Days or Computer Consoles, or smaller items like a spot of lunch.

The Neutral (bad):

We aim for consistently high standards, so to us, a neutral score is a not good (enough) score. The satisfaction of our clients is the most important thing to us, so we will always do our best to find out just what has happened and how we can improve your experience in the future.

The Negative (ugly):

We are aware that mistakes happen in any business, but we take any Negative feedback very seriously. All feedback reflects on staff and we will speak directly with the staff involved. Our management may also contact you directly to do our best to resolve the issue and make sure this doesn’t happen again.

We stand by our service and our feedback, so we want everyone to know. What’s more, once in a while we pick random feedback from one of our clients and send them a gift to say thanks, so please do take the time to click the little smiley.

Our Current 90 Day rolling Feedback Score:


CrewHu: Live Customer Satisfaction Score

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Adam Harling Adam Harling

01 May 2018

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