Customer Satisfaction – We Want Smiley Faces
Keeping our clients happy is key to helping them succeed
At ATG, we are always looking to provide the best customer service, to allow us to do that we need end user feedback, so each time a ticket is closed by our service desk the user will receive an email, the email contains 3 faces. One happy, one neutral and one sad.
If the user is happy with the service received they click the green smiley face and if they weren't happy they can click the neutral or sad.
There is also an option to leave comments, which many users do. The reactions are displayed live in our support department so everyone can see.
Here's a few comments from recent feedback:
"Problem dealt with quickly and efficiently open Thank you Adam, your help was invaluable and much appreciated"
"Very efficient and nothing was too much trouble."
"Fabulous service from Dave as usual. Working closely with our IT team in Amsterdam and US, our faulty server issues were resolved."
"ATG called back quickly after i logged an issue, Martin was more than helpful and resolved my problem with some speed and very politely."
"Thank you for getting this sorted asap, much appreciated, the document was required urgently. Thank you"
CSAT (customer satisfaction) is displayed as a score between 0 and 100, with 100 representing complete customer satisfaction. Since implementing the solution in Summer 2016 we are currently running at over 99/100 positive score! The live score over the last 90 days is displayed on our home page.
Currently we are industry leading in our customer satisfaction, our satisfaction for 2017 is currently over 99 where the industry average is 93. We take our users feedback very seriously. Its why our live score is published live on the homepage. At ATG we have the mantra of Think Like a Customer, that means we put ourselves in the position of the user and think that if it was us in their position how would we like things to be dealt with. CSAT response is important to us, we can’t understand our customers if we don’t listen. Clients regularly comment on the speed of our response, the patience of our staff, the fact we communicate and keep you in the loop and our staff going above and beyond expectations