How Do Ticket Surveys Work?
When we and complete a ticket, we send a survey to the client asking for feedback.
This process is crucial in helping us improve our customer service and ensure that we are meeting your needs effectively.
Why Your Feedback Matters
Your feedback is not just about rating our service; it’s about helping us understand your experience and how we can make it better. Here’s why your input is so important:
- Enhance services: Your feedback helps us identify specific areas where we can improve our processes, tools and training to better serve you.
- Recognize excellence: Positive feedback allows us to celebrate and reward team members who deliver exceptional service.
- Drive innovation: Suggestions and comments can lead to new service offerings or enhancements to our current services.
What Do We Do with the Results?
Given the high volume of tickets requests we receive daily, we can’t discuss every single ticket in our daily support meetings. However, your feedback plays a significant role in our continuous improvement efforts:
- Trend analysis: We identify common issues and areas of excellence by analyzing feedback trends, helping us make strategic improvements.
- Targeted training: Specific feedback about our support representatives’ performance is used to provide targeted training and development.
- Process adjustments: Recurring issues identified through surveys lead us to adjust our processes to prevent future occurrences.
“Our surveys are designed to be quick and easy, taking less than a minute to complete. They help us get a snapshot of how we’re doing.”
What Do the Surveys Ask?
Our surveys are designed to be quick and easy, taking less than a minute to complete. They help us get a snapshot of how we’re doing. On a scale of 1 to 5, with 5 being the best and 1 being the worst, we ask:
- Was our initial response time appropriate for the urgency of the issue?
- Was our resolution time appropriate for the urgency of the issue?
- How would you rate the support representative’s professionalism?
- How satisfied were you with the overall service you received?
- Any additional comments or suggestions?
Your Participation is Key
There is no mandate to complete the survey, and if you prefer, you can opt out of receiving surveys altogether.
However, your participation provides invaluable insights that help us serve you better.
Questions About Surveys?
If you have any questions or concerns about our ticket surveys, please email us at support@hungerford.tech or call us at (616) 949-4020.
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