We measure lots of things on the EPX IT helpdesk, but one of the most important things is customer satisfaction – it’s one of the ways we maintain high standards.
It can be hard to put a number against happiness, so we use “CSATs” (Customer Satisfaction Surveys) to give us a general picture. You want a good service, and we want to give you a good service – but people can have different definitions of how that works. The more you tell us, the more we can do to improve.
How we measure satisfaction on tech support tickets
If you’ve raised support tickets with us, you’ll have likely noticed the faces at the bottom of the “Your Ticket has been Resolved” email.
When you click on those faces, we store your feedback against the ticket and the engineer who worked on it. You also have the option to leave comments if you wish.
We look at every single piece of feedback we receive, and when combined with other metrics (like response time, resolution time and so on), it helps to give us a general picture of how well the tech support service is working out.
How do we use it?
When we receive a CSAT, we manually review it and treat it as an opportunity to learn what needs to be done more, and needs to be done less!
Any negative CSATs we may receive are automatically flagged for the support team to review to see what we can do better.
Prizes!
Did you know, every time we receive 50 CSATs, we have a prize draw and give one of those 50 customers a £15 Amazon gift card to say thank you!
The more feedback we receive, the more we can do for you – so please do keep them coming!
