LIFELINE IT TEAM GIVEN FIVE-STAR CUSTOMER FEEDBACK

Lifeline IT has received top rate customer feedback for the service it provides to you, our clients. The company scored 4.9 out of five for all cases dealt with by the team, who handle over 20,000 IT and technical issues each year.

The high-ranking score follows the introduction of a new customer feedback survey which was developed to make it easier for clients to give feedback after a case was closed.

This week we talk to Daniel and Adam to find out more about how client assessment of their performance is crucial to Lifeline IT.

WHY DID YOU DEVELOP A NEW CUSTOMER FEEDBACK PROCESS?

Daniel: We really wanted to get a better understanding of our customer’s needs, especially since we get around 85 cases a day. But we also needed to make sure we weren’t ‘burdening’ our clients with a laborious survey that they wouldn’t complete because it was too time-consuming.

After researching what was available on the market, we went with a survey tool called ‘Simple Survey’ from Internet Creations. This was easy to implement and integrate into our existing Salesforce Service Cloud system, which is used by our employees and clients. The survey tool works by asking clients a simple ‘1-5 rating’ question every time a case is closed. By using Simple Survey, we were able to significantly increase customer response rates.

HOW HAS FEEDBACK HELPED YOUR BUSINESS?

Adam: Customer feedback is vital – we need to know what’s working, as well as things that can be improved. Obviously, we’re delighted to be consistently scoring so highly, but that doesn’t mean we should get complacent. One of the benefits of having a consistently high customer feedback score is that when you get a low score it stands out a mile and you immediately react to see what the problem is and how it can be fixed.

With real-time customer feedback, our engineers can measure the company’s performance and their own compared to colleagues. This is particularly helpful for our own internal staff training, so the team can learn and develop.