Support Surveys & The Customer-Focused Company
Continuous Improvement is a business theory well discussed in management classes and seminars the world over. It typically relates to manufacturing defects, but we at Alert Management Systems have a unique take on continuous improvement – our monthly Customer Support Survey.
Along with Alert’s newsletter, which highlights achievements of our staff and clients, offers suggestions for improving efficiency, and allows us the opportunity to stay engaged with our clients, Alert sends a Customer Support Survey so we can continually know how we’re doing.
We understand that rental software is an investment, not only in software, but in a business relationship. You expect your partners to be professional, courteous, knowledgeable, efficient, and helpful. We expect no less of ourselves! That’s why we ask how we’re doing.
We ask our rental management software clients each month to rate us on the following customer survey questions, on a scale of 1-5, with 5 being the best:
- My problem/question was answered quickly
- The Client Care Staff was professional and courteous
- The Client Care Staff was knowledgeable in handling my question/problem
- Follow-up (if necessary) was handled in an appropriate amount of time
- The Client Care Staff let me know the status of my call
- My overall Support experience was positive
We leave space on our survey for comments from our clients, should they have any concerns they’d like us to contact them about. Oftentimes, they call out one of our Client Care staff for an excellent job, or leave other kind words.
So the big question is, how do we do? Alert has been using our customer survey tools to poll our clients for decades, and overall, we do great! We recently redesigned our survey and the latest results are here, for all the world to see. Our most recent survey was an overall positive of 4.33 on a scale of 1-5. Our skilled staff’s number one priority is client satisfaction, and we’re delighted to come through, month after month, and take criticism seriously. Our clients help us continually improve both our product, and our service.
For example, in June of 2016, our Client Care Group worked 1237 hours to support our clients. In June of 2017, that number grew nearly 45% to 1788 hours. Talk about continuous improvement!