Survey
In November we contacted all of our customers asking them to complete an on line Customer Satisfaction Questionnaire.
The response was terrific. Over 85% of those asked completed the questionnaire. Below is a summary of the results.
The first part of the survey asked for a rating between 1 and 7 (1 being the best mark and 7 the worst) of our company in specific areas.
|
|
Average |
%
1-2 |
%
3-4 |
%
+4 |
|
Overall Service |
1.74 |
85 |
13 |
2 |
|
Value for Money |
2.04 |
75 |
23 |
2 |
|
Technical Ability |
1.54 |
92 |
6 |
2 |
|
Professionalism |
1.63 |
89 |
10 |
1 |
|
Response Time after Problem Reported |
1.52 |
95 |
3 |
2 |
|
Feedback on current status of problem |
2.00 |
75 |
24 |
1 |
|
Problem Resolution Time |
1.55 |
95 |
8 |
0 |
|
Problem Resolution Satisfaction |
1.49 |
95 |
5 |
0 |
So our average result for Overall Service was 1.74, which we are really pleased about. 85% of our customers think we provide a good to excellent overall service, and 13% a satisfactory overall service.
Value for money, well, we're not the cheapest IT company out there but we like to think we provide a good service for a fair price. 98% of our customers agree with us.
The Survey then went on to ask about our staff and whether they were Knowledgeable, Competent, Helpful, Punctual, Polite, Courteous, and Presentable. Over 97% of our customers responded Yes to all of these areas except one - Punctuality. Only 90% thought our staff were Punctual. This is an area in which we need to improve, and we are putting measures in place to resolve this with immediate effect.
We then asked for comments both positive and negative about our company. Most of the comments we received reflected the above results, and overall the vast majority of our customers are very happy with us and we will do everything we can to ensure that continues.
Many thanks to everyone who completed the survey for us. |
Malbrooks have always delivered when we have had any problems and got us going again quickly and efficiently. We always rely on their advice when purchasing equipment and they have always performed.
