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The Netitude Way – Smileback feedback and how we use it

The old saying goes, there is no such things 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 it is Tickets, Projects or Sales) we send out a little feedback email line consisting of 3 smiley faces.

Each means something to us and is not gone unnoticed. Engineers and all Netitude staff are monitored and judged on this feedback as it’s the easiest way for Netitude to get instant feedback on the service we are offering.

Customer Satisfaction Icon - PositiveThe Good:  

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

Behind the scenes the staff are rewarded for good feedback (normally with a beer or bacon sandwich!) if they get a certain amount in one week. So they might ask, but you can always help out one of our staff by clicking the green face.

Customer Satisfaction Icon - NeutralThe Neutral (bad):

Neutral is not good, we take this very seriously and any Neutral will have our management team investigating the issue and why it wasn’t a good service. 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 make sure it doesn’t happen in the future.

Customer Satisfaction Icon - NegativeThe Negative (ugly):

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

To show that we are confident in our feedback we have an ongoing widget shows our last 90 Days of feedback score.

We stand by our service and our feedback, so we want everyone to know. Whats more, once in a while we pick a random feedback from one of our clients and send them a Gift to say thanks!

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Netitude provide IT Support for companies in the South West including: Bristol, Bath, Somerset, Wiltshire, Swindon