We love feedback. We know that hearing what you have to say (whether good, or bad), is the only way for us to improve our service to you.
Since late last month, alongside our switch to our new support system, we also implemented a “Customer Satisfaction Survey” on all support ticket replies. Since implementation, it’s been great to learn what we’re doing well at, and what we need to work on.
Likewise, we also think it’s valuable to keep our clients updated and be as open and transparent as we can be. As I heard at a recent conference, “There’s only one thing worse than now gathering customer feedback – not doing anything with it”. We want you to know that all feedback you give us does get looked at, and actioned upon, and I’m going to take you on a very quick tour on what happens when you click a satisfaction rating on a support ticket.
Step 1 – The Feedback
On every support ticket reply, at the bottom of the email will be something that looks like this picture. Upon clicking on one of these options, you can optionally add a message to us before submitting your rating. From there, your feedback is automatically entered into the system.
Step 2 – The Leaderboard
At Vetta, we operate a “leaderboard” which covers various metrics such as support ticket response times, resolution times and customer satisfaction ratings. These cycle on a monthly basis and at the end of the month, one of us is crowned the “Customer Wow Champion” (as well as various other titles up for grabs) – currently I’m in the lead!
By operating the leaderboard, our team can instantly see how they’re going with customer support, and the overall feel of clients towards their support responses, immediately letting them know whether they’re doing a great job, or if they need to “up their game”. Our team on the ground can’t see who has given them ratings at this stage.
Step 3 – The Monitoring
Throughout the month, I personally look through all responses received and evaluate anything which we didn’t do so well at, ensuring that I can determine exactly what went wrong. At this stage, I may drop an email to determine this, if it’s not obvious.
Step 4 – The Review
At the end of the month, I bring forward to the team a random selection of “Good”, “Okay” and “Poor” responses. From there, we openly discuss how we all went, how we can improve, and naturally have a good bit of banter in between.
That’s it. A quick run-through to show you what happens after you click a satisfaction rating. I’m looking forward to seeing much more of these coming in every day, and if you have any questions or comments, please pop them into the comments section below and I’ll do my best to answer them!
Until next time,