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The Power of Love (Feedback)

Providing Managed Support services to multiple clients all with varying levels of IT needs provides us with different challenges every day.  On a regular basis we have to deal with an array of issues and requests ranging from Cyber Security threats to password resets.

Whilst we endeavour to resolve our client’s issues beyond their expectations, how do we truly know if we have happy clients?

Historically we would have regular calls and client meetings, along with periodic lengthy satisfaction surveys.  Whilst this did provide valuable feedback, it was too infrequent and denied us the opportunity to act immediately.  In addition, more often than not, we were engaging with senior management which resulted in disjointed and sometimes historic feedback which frequently created a chain of miss-interpretation.

We were clearly missing a very important part of the puzzle… the staff themselves!

In order for us to be fully in tune with the client sentiment, we realised we had to understand how the staff were feeling about their Service experience.  We realised that by getting agile feedback from everyone who consumed the service first-hand was crucial to our success.

To address this, we implemented an intuitive simple pulse survey tool called CrewHu.  So how does it work?  It’s really simple, as soon as a support ticket is completed, CrewHu will email the client with the most important question “How did we do on this request?”  And the best bit?  To submit feedback it’s just “one click” on one of the faces.

Once feedback is submitted, we can very quickly gain an insight into how we performed on a specific issue, for a specific person.  In addition, there is opportunity to provide further written feedback if a client so wishes, although this is optional!

CrewHu will send out real-time alerts to the right people when someone has left a rating.  Our team will quickly follow up to deal with the situation where a client isn’t 100% happy. This rapid interaction allows us to be responsive with addressing any concerns and helps us improve our client relationships.

So why is feedback so important to us?  Simple.  Our continued success relies on delighted clients, and so feedback is an integral part of our improvement cycle.

The beauty of such a simple and effortless feedback system is that it encourages more people to use it which gives us a greater and broader insight into service trends which leads to improvements such as process enhancements and even helping us identify training opportunities.  Feedback is a key ingredient for us and means we are always listening to our clients which in turn shapes the future services we provide.

We’re proud that we consistently achieve higher than average positive feedback and that’s why we publish our feedback live:

http://www.itsupport.co.uk/livefeedback/

Our consistently great feedback is due to our dedication and commitment, we constantly challenge ourselves pushing the boundaries, driving innovation leading to service improvements all built on the foundations of this crucial feedback from our clients.  And not forgetting our Services team who are fundamental and committed to delivering service excellence and helping our clients make sure their businesses run smoothly with reliable and efficient IT Systems.

Written by Nick Potter, Director at Select Technology – Nick began his career at Select Technology in 1998 as a network engineer. His ability to develop long-term client relationships prompted a switch to client management, using his technical skills to align technology with positive business outcomes. Nick is integral to the leadership team, but still lends his expertise to this vital strategic planning role.