Client Satisfaction Exceeds 96%, Checkout the Amazing Feedback!




Back in October last year we introduced a new client feedback system, specifically designed to make it quick and easy for our clients to let us know what they really thought about the service being received. We’ve actually been doing client surveys for years as part of our support ticket process, however we only tended to analyse the results every few months and when we did, we found that we were only getting about a 10% response rate. We’ve always been committed to delivering excellent levels of customer service and support and the new client satisfaction feedback system promised to do just that. Ever since introducing the new CSAT solution from SmileBack which uses a simple system of green, yellow or red coloured faces to indicate the level of satisfaction, we have seen survey responses increase to a massive 42% response rate; this gives us a far greater understanding of how well we are performing. What’s great too is that the system is very interactive and we now have a “live feed” on a large screen monitor in our offices, whereby the team and individual staff members can see instant feedback on their client satisfaction performance. This is just one of the steps we’ve taken to ensure we not only continue to deliver excellent service but also to strive to be better still. See some of our amazing client satisfaction comments below:

“We use Somerbys IT as our support partners. I can’t recommend them highly enough. Responsive and excellent value for money”

“Thank you Duncan and co for getting us back up to speed so quickly and efficiently”

“Re arranged the time to suit us (the client) and completed the work quickly and efficiently, keeping all people informed of the progress”

“As usual reaction 100% and issue solved, thank you Kevin”

“I need something sorting quickly and it was sorted quickly. My colleague was able to get on with what she needed to. Brilliant!”

“Again the error was dealt with, without delay. Thanks Ben”

“Efficient response. Billy handled my call straight away and resolved the issue immediately, allowing me to continue with my work.”

“Lewis acted promptly and very efficiently helping me get on with my work. Great stuff. Keep up the great work : )”

“Amazing help every step of the way. Billy was super friendly. We got both email accounts on my phone in no time. 2 thumbs up”