Customer support can make or break a business, and the numbers back it up: consumers say that the quality of customer service influences their choice of and loyalty to a company. I know from personal experience that I do not deal any more with Citibank because of one lousy loan officer. I can go to plenty of other banks. In today’s competitive market, exceptional support isn’t just a nice-to-have—it’s a necessity. That's where support call ratings come into play.
Those that collect them consider them a report card for their customer service team. If you look at them, it shows how well you are solving problems. The reality is:
- Happy customers come back: When people have a good experience, they're more likely to return.
- Word-of-mouth magic: Satisfied customers are your best advertisers.
- Continuous improvement: Ratings help you spot areas where you can do better so we can improve customer service
The Nuts and Bolts of Support Call Ratings
So, how does this rating system work? It's pretty straightforward:
- After a support call, we send the caller an email to say that the support call is considered done and to please rate their experience and give their comments.
- The ratings we use range from 1 to 10 stars.
- The data is collected.
- We analyse your feedback.
When rating a support call, customers often consider:
- How quickly their issue was resolved
- The friendliness of our support person
- The support person's knowledge and expertise
One point I have noticed, if a customer today is upset with you, they will leave negative feedback.
Customer support ratings, last Quarter
We're keen to share some great news with you! Last quarter, our support team has truly outdone themselves:
- Nearly perfect scores: We've achieved 10 out of 10 ratings, with just one 9 out of 10.
- Glowing feedback: Our customers have left some ripper comments that warm our hearts.
Here's a snippet of what our happy customers are saying:
"Great service"
"How easy it was to get help"
"What great knowledge Peter has!! And as usual always a pleasure"
We are absolutely thrilled with these results and would like to acknowledge our exceptional team for their effort and dedication. It is indeed a proof of their dedication to guarantee the top support of all our satisfied consumers.
We're Here for You
If you ever have a problem or think we could do better, let us know. We're all ears!
