The ratings are collated and independently verified through ServiceNow the IT service management software used by Union Street to manage its support operations. Elaborating on the reasons behind the introduction of a rating system, Robert Bristow, Union Street’s Operations Director said, “When you’re providing a business-critical software like ours, you have to ensure that when a customer needs support, they receive a first-class service every time. Continuous feedback from our customers is essential to achieving this goal and, by requesting their ratings, we’re giving customers a quick and convenient way to have their say.”
Over the past 18 months, Union Street has put a strong focus on enhancing its service delivery, introducing several successful initiatives. This has included the formation of a dedicated Customer Experience Team, the appointment of an Operations Manager and joining the Institute of Customer Service. In addition, Union Street launched a service portal complete with training videos, a knowledgebase and live chat with technical support contacts.
Bristow continued, “Whenever we receive a support request, our team work to ensure the issue is resolved with as little disruption as possible. They work hard and do an outstanding job. Naturally we’re all very pleased to have our efforts recognised by our customers and reflected in the ratings they are giving us. We will continue to send out feedback requests and to work with our customers to find out how we can improve still further.”