We have just run quarterly helpdesk reporting and were delighted to see our support team have achieved an overall 94.7% satisfaction rating.
When a support ticket is closed in our system the user is notified and they have the option to express their satisfaction or dissatisfaction with the support they received by clicking "good" or "bad" and then adding comments to support their selection.
In the last 3 months we have had 417 users express their opinion, and of those 22 clicked "bad" and 395 clicked "good", and overall satisfaction rating of 94.7%.
I am extremely pleased with this result, especially considering how fast we have grown in the last 2 years, and the fact that of our 4 support staff, 3 have been here for less than 12 months and 2 of them les than 6 months. To be achieving these results so quickly is testament to their extreme commitment and sheer hard work.
Thanks to all clients who have given us their feedback (good and bad) and a public thanks to my amazing support team for their hard work.
We look forward to improving these numbers in coming months.