As MeloTel clients are well aware, we offer a monthly opportunity for them to win $100.00 cash simply for filling out our Customer Satisfaction Survey. The survey only takes a couple of minutes to fill out, but the information that it provides our company is worth a lifetime. This is because, at MeloTel, we are steadfastly committed to providing the absolute best customer service in our industry.
The feedback provided to us by our clients, through these surveys, has easily been our best resource when it comes to implementing appropriate changes to our customer service regimen. And while we continue to offer one lucky client the chance to win $100.00 cash each and every month, we still can’t thank our customers enough for providing us with their very useful feedback. You can look at the results from the first half of 2015 in detail HERE.
Now that we’re sitting in the second half of 2015, we’re happy to provide the results of our Customer Satisfaction Survey for the first half of the year. The results are based on fully-completed surveys by MeloTel clients who had some sort of support-related engagement with a member of our technical staff. As you know, each completed survey represented an entry into our monthly draw for the $100.00 cash prize.
We’re thrilled to announce that the results from the Customer Satisfaction Survey were overwhelmingly positive overall. We should note that the vast majority of technical support tickets were handled over the phone, strengthening our position that the telephone remains today’s top communication source between clients and companies. That said, here are some of the most telling findings from our survey.
85.7% of issues were resolved at the first point of contact. At MeloTel, we consider it extremely important to provide top-notch service in an expeditious manner. We know how important it is to our clients to have their problems resolved quickly. Specifically, 54 out of 63 respondents reported that their issues were resolved within their first calls. And while this is a favourable result, we’re determined to better it in the second half of 2015.
98.4% of respondents would trust their tech support technician to handle a future issue. Thankfully, MeloTel has been successful in securing the trust of its clients. 62 out of 63 respondents reported that they would be happy speaking to the same technical support technician if they needed to call back with other issues. We’re happy to know that we have built our reputation of being a trusted brand.
82.5% of respondents feel that MeloTel’s technical support services are of much higher quality than those received from other companies. In many cases, being able to outdo your competition is the clearest sign that your business is successful. In order to truly be able to claim that we provide the best customer service in our industry, it’s important that our clients feel that that is the case. Although we have work to do, our survey shows we are going in the right direction.
92% of respondents would recommend MeloTel to a colleague or another organization. We’ve often said that there is no better type of promotion for a business than word-of-mouth promotion. And receiving referrals from our clients is one of the greatest types of compliments that we could ever receive. We’d like to take this opportunity to thank all of our great clients who have filled out our Customer Satisfaction Survey and congratulate those who won $100.00!
Be sure to fill our survey out this month in order to be eligible to win August’s cash prize. And, of course, to speak to a member of our technical support staff, call 1-888-MELOTEL!