Feedback from previous surveys by Spitfire, the business ISP and Internet Telephony Service Provider highlighted that ownership of fault resolution by a single contact and regular updates were important issues.
Following this feedback Spitfire Support Technicians have been involved in an on-going programme to enhance their technical skills in order to meet this aspiration and Spitfire put into place a “Keep Customer Informed” or “KCI” Policy. This policy ensures one Support Technician manages the issue from start to finish and is responsible for keeping customers informed of the status of their issue every four hours, in rotation, by SMS text messages, e-mail and phone calls.
The latest survey results were very encouraging with 79 percent of ISP customers surveyed saying that their calls were resolved by the first person they spoke to. A very positive additional benefit that came out of the survey was that of the customers who responded, 90 per cent stated that the issue was resolved on the first call.
Customer satisfaction was not just limited to Spitfire’s ISP customers however, with survey responses across Spitfire’s complete range of services including phone systems, hosted solutions and SIP trunks, showing that in no area were there less than 85 per cent of customers with faults resolved following the first contact.
Speaking about the results of Spitfire’s most recent customer survey, Marketing & HR Director Susie Ward said, “We pride ourselves in providing a first rate customer service with market leading SLAs and we are always keen to hear our customers’ suggestions on how to improve. Naturally we’re delighted that our customers have been so pleased by our single contact policy and we fully intend to continue to raise the bar and provide our customers with an excellent level of service.”