As we discussed in the last issue, every time a fault is logged with Call Control a process starts that ensures fast issue resolution and regular communication. Once a job is completed and the user notified, a final e mail is automatically dispatched inviting the completion of a short satisfaction survey.

Bearing in mind that there in little more than the chance of winning some champagne, we are gratified to receive back between 60 and 70 completed surveys every month. That's a small percentage of the total calls that are closed each month, but still a valuable tool for the following reasons.

Why we find it works so well

1. We can get an immediate reading on how satisfied the customer is with the resolution to the issue.
2. We can get an immediate reading on how satisfied the customer is with the company overall.
3. We can automatically escalate a low scoring survey internally so that any dissatisfaction is addressed immediately
4. The engineers love a pat on the back now and again - the results of these surveys form one of the reports in weekly management meeting. In addition, we've found that a little competition amongst engineers is not always a bad thing.
5. There's often a comment left which (if positive) can be used to form a testimonial. Don't forget to ask for approval from the person before you print it.
6. All this and our Quality Manager and BSI love it too!

Things to bear in mind if you want to implement a similar scheme for your clients

1. Don't be concerned if you don't get a completed survey back for every job your team resolves. People often don't have the time or desire to fill out a form, however short or succint.
2. Keep everything online. Posting paper is a waste of time for something like this. Simply include a link on an e mail inviting them to complete a short '2 minute' survey.
3. Keep the questions to a minimum. Our form contains only four questions with scoring from 1 to 10
4. Remember to ask what the job number was and who the engineer was. That way you can easily track back results and match to CRM records whilst praising the engineer.
5. Reward their efforts with entry into a prize draw for something that the recipient would like to receive. We find that the word 'Bollinger' works quite well.
6. Report on the results, react to bad results and use the good ones. Our system automatically alerts our engineering team leaders if any response is lower than set parameters and will alert the Quality Manager and Technical Director if it falls below another set parameter.
7. Don't be upset if you sometimes get some bad marks. It highlights an area which could be addressed in order to strengthen the relationship with that customer. In other words, it's an opportunity to create a really strong bond with a customer.
8. Low marks are often very low by nature of the fact that someone is dissatisfied and hence has no issues in putting a 1 out of 10 down in a box. You will find that these low marks can quickly scew your overall results and pull them down.

How we're doing to date

This is the form that we invite our customers to complete.
http://www.psu.co.uk/376/Contact/Feedback/Your-recent-PSU-service-call.aspx

And these are the cumulative results to date:

Satisfied with the resolution of the issue - 93.07%

Satisfied with the speed of the resolution - 90.99%

Satisfied with the service they received - 94.16%

Satisfied with the company overall - 90.79%

We're obviously happy with these results as they have always remained above that magic 90% satisfaction level but we're not complacent and will continue to implement improvements to bring the levels even higher.

Can we help?

If you'd like to ask any questions or learn more about setting up customer satisfaction surveys, give David Miller, Marketing Manager at PSU Technology Group a call on 0870 112 1128 or e mail him via david.miller@psu.co.uk and he would be happy to talk it through.

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