Union Street Technologies has achieved an average rating of 4.5 out of 5 in an ongoing customer satisfaction survey, based on 2,000 responses from its 600 strong customer base.
For the last 12 months, the company has been emailing customers following successful completion of support tickets, encouraging them to rate their overall experience out of five. The ratings are collated and independently verified through ServiceNow, the IT service management software Union Street uses to manage its support operations. Union Street Operations Director Robert Bristow, said: “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.”
Over the past 18 months, Union Street has enhanced its service delivery with a number of new initiatives, including the formation of a dedicated Customer Experience Team; the appointment of an Operations Manager; membership of the Institute of Customer Service; and the launch of a service portal complete with training videos, a knowledgebase and live chat with technical support.