What’s With All The Smiley Faces?

At Business Computer Solutions, we are always looking for ways to ensure our clients are happy with our service. We believe in analysing our client’s feedback and making sure that all the boxes are being ticked.

Each time a ticket is raised, a closing email is sent when the ticket is completed, which includes the option to tell us how their Engineer dealt with their request. From December 2015, we started using a new system called CSAT which stands for ‘Customer Satisfaction Score.’ This is to measure a customer’s satisfaction with the service received. In its simplest form, CSAT is expressed as a score between 0 and 100, with 100 representing complete customer satisfaction.

Using the ‘smiley face’ system on our CSAT survey, makes it easy for our clients to express exactly how satisfied they are with the level of service they have received. Additionally, there is a section for qualitative feedback too, should our clients wish to provide a more detailed account of their experiences. One of CSAT’s most useful purposes is to track the correlation between changes in training or procedures, and the satisfaction of our clients.

Each month, we pick a winner (selected at random) from the list of people who kindly complete our Engineer survey and a prize is awarded. Our prizes have been vouchers, comedy tickets, pantomime tickets and a lovely bundle of cuddly toys, how great is that?

You can see all our survey prize winners on our blog section ‘Our BCS Ninjas.’ Building long term relationships with our clients is part of what BCS is about and believes in.

Please call 01843 572600 or email hello@365itsupport.co.uk if you would like to talk to BCS about how we can benefit your organisation. Our team of helpful ninjas are here 24/7, 365 days a year!

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