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Do you know how happy your customers are?

Every business needs to ensure that their customers' needs are being met and hopefully exceeded in order to:

  • Ensure that they are happy to pay for the product/service
  • Create an environment where they want to come back for more
  • Spread the word to their contacts that they should use you too

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To do this you need a way to measure Customer Satisfaction that helps to improve and drive your business.

When we first started, everything was done by myself or one of my fellow Directors. So, we had a very good idea as to whether our clients were happy or not. Now, the business has grown and we have a larger team working with lots of clients. Often, work will occur without any Director involved but we still want to make sure that our clients are satisfied.

We did a few surveys on an irregular basis and although seeing high net promoter scores made us feel good, it always felt like a box ticking exercise. The results were discussed in Director's meetings but nothing really came of it. We needed something more immediate.

More than 65% of our business revolves around IT Support. We believe that if we can understand how our customers feel after each support event we can ensure that our team is delivering fantastic IT Support and quickly deal with any bad experience. The majority of our customer support touch points are via remote control sessions. The remote control technology that we use allows us to create a basic and unfortunately ugly questionnaire that is displayed at the end of each session. This was useful and allowed us to gather a lot of data about each interaction but it was not pretty and unfortunately the results were then buried in a database that was hard to access. So, a Director would review the information, if they remembered, inevitably with a long delay in between reviews. The delay meant that the information was not current and therefore, could not be acted upon.  We needed something better.

In our business Customer Satisfaction is front and centre but we had grown too large to keep a strong grip on it. We needed:

  • The information to be easily and constantly collected
  • Available for quick and immediate review by all parties
  • An attractive and simple survey for clients to complete

Happily, Customersure came up with a system that we were able to use to help solve these problems and more. One of the options was to make it so that all non-private survey results, good and bad, would be immediately published on the internet. Having taken a lot of time to think about this we decided that if we were doing our jobs correctly our feedback should generally be positive and it would be good thing to share with the world - we were correct.  In the end, by combining our own technical expertise with Customersure's excellent product we came up with a system that:

  1. Forwards our clients to a great looking survey after each remote support session
    Customersure Survey
     
  2. Emails the support team on the completion of every survey
    Customersure Feedback Email
     
  3. Publishes all survey results live

This has had a lot of positive results:

  • The team gets a boost every time we get a survey with high marks or a nice comment
  • There is an element of positive peer pressure that helps keep service levels high - no one wants a bad survey result
  • We now have a very positive story to tell about customer satisfaction through the eyes of our clients' experience
  • In the rare circumstances where someone is dissatisfied we can quickly move to see if we can turn the situation around

I hope this insight gives you some food for thought.  If you would like to discuss Customer Satisfaction or Customersure's product please don't hesitate to contact me - Adam Kuznesof.


The Transcendit Way

Transcendit understand that when you choose to work with us, whether we're taking care of your IT, app or web development, you're trusting us with part of your business. So whether we're looking after your computers, phone systems or servers we always do things 'the Transcendit way'.

The whole of our team adhere to the same values, beliefs and policies - the principles that were written when Transcendit first formed in 2000. Whether you come to us for a refurbished computer, cloud services or recovery backup you can be confident that you'll always receive the same excellent service.

The Transcendit way outlines how we do business; following the same straightforward principles with every client and customer, regardless of how big or small they may be.

That means we get to know you and your business. We offer you a friendly, professional and efficient service, and we'll always be honest with you.
We understand that not everybody speaks fluent IT, so we try to explain things in a way that is simple and clear. We always spend as much time as is necessary explaining things to you.
If you need to talk to us about something, no matter how insignificant, we are only ever a phone call away – and we’re never too busy to make you a cup of tea and have a sit down with you in person.
We understand how frustrating it can be when things are late. When we schedule an appointment with you, we are there when you’re expecting us. If something prevents us from getting there, we always call you in advance to let you know.
Sometimes things can go wrong, but we never lie to you or try to cover something up. If things go askew we tell you what’s happened and how we plan to prevent it affecting your business.
We want you to continuously benefit from working with us. We regularly discuss your business and make suggestions for improving systems and processes wherever we can – but we never try to push you into a purchase.
When we quote a fixed price, that's always the amount we charge – you won’t find any nasty surprises on a bill from us. If you are paying by time and materials, we inform you if our approximations could change.
We understand the importance of privacy for your business and your customers. We respect the confidentiality of your data, and we will never pass on your information to third parties.
We appreciate it when you take the time to give us feedback. A system called CustomerSure records our client's responses, so you can trust that our reviews are from real people.
Find out what they're saying here.
You have got a great team there, nothing was a problem and they were extremely patient with me in explaining various things and sorting this out for me. Great Service Philip Bousfield, Advanced Financial Planning

Based on 6211 reviews our customers rate us 9.8/10. Reviews and ratings by Customersure. 27-November-2017

Transcendit are proud sponsors of CHUF, the Children's Heart Unit Fund.