CSAT Surveys – How Would You Rate Us?
At OAS we are focused on providing great customer service and continually looking at opportunities to improve.
In calendar year 2015, 24% of our jobs did not require onsite resolution. The first quarter this financial year, July – September, the number has increased to a staggering 71%.
“This is a reflection on how support services has changed. We now have the ability to troubleshoot, document and complete a job very quickly using remote technology tools. Our Helpdesk is resolving over 23% of jobs without having to escalate for completion”, said Elissa Muddle, OAS Technical Co-ordinator.
However, this means that we are not at the coal face as often to gain face to face feedback on our performance. Feedback on both remote and onsite jobs is paramount.
To ensure we continue to improve our products and service delivery we have adopted a new system, which is integrated into our ticket completion email. A simple one click response is all that is required, or feel free to leave a short comment.
We look forward to hearing your thoughts!