Since the roll-out of Teleios (our back-office business management / CRM software) we have been steadily implementing the different modules. One of the latest services to go live on the 27th June was the automated dispatch of an e mail notifying a user when a service job (ticket) has been completed.

This e mail contains details of the issue, the job number and the resolution. The system then automatically sends out a second e mail inviting the user to click a link and complete a short (1 minute) survey allowing us to measure our ongoing performance. In this connected world, we all receive a multitude of e mails on a daily basis which we scan then delete. Our realistic (some would say pessimistic) expectation led us to believe that we would receive a handfull during the first month but that the volume would grow over the year and the figures would gradually start to build a meaningful picture.

Imagine our pleasure when we received one back within the first few minutes and a further 36 back over the following 14 business days. The scale we set is a simple score of 1 to 10 on the users level of satisfaction with the resolution of the issue, the speed at which the issue was resolved, the service received during the resolution and finally the overall satisfaction with PSU as a whole. As a token of our appreciation we also offered to place every completed survey into a monthly draw to win a bottle of premium champagne or have the equivalent cash amount donated to charity.

This months winners

Due to the outstanding number of responses, we have drawn two this month and the following lucky winners will be receiving their bottles of champagne in the next few days:

1. Paul Mattingley - Culligans
2. Robert Ingram - Lark Insurance
   
   

Survey Results

Not only were we surprised by the percentage of people who were willing to complete the survey, but we were bowled over by the overall level of satisfaction.

1. Satisfaction with the resolution of the issue - 95.32%
2. Satisfaction with the speed at which the issue was resolved - 95.11%
3. Satisfaction at the service received during the resolution - 96.60%
4. Overall satisfaction with the company as a whole - 92.34%

Data: 47 respondents during period 27th June to 30th July inclusive

Sample of Comments

• "He was fab, first thing in the morning and pleasant with it, especially as it was my birthday. Always helpful and eager to help."
• "Personally speaking, the engineers go out of their way to help. Great service. Thanks"
• "I wanted to sing PSU's praises for all of your help and hard work!"
• "In my short time at XXXX (less than four months), I've spoken to the PSU team on many occassions and found them to be nothing less than helpful every time; it's a refreshing change!" (Name deleted for this newsletter)
• "Always so friendly and helpful to me especially as I am not great with computers always patient."
• "Scott is a credit to PSU, we are also very pleased to work with Darren as well."
• "Trevor resolved the problem very quickly !!"
  
  
  

On a sobering note though.......
Although this may seem like shooting ourselves in the foot, would all respondents please note that putting a 10 out of 10 across all categories will not improve your chances of winning the champagne! All entries will be put into a hat and drawn at the end of the month. We need to get the truth, warts and all. If you're not happy, tell us.

As a token of our appreciation.... We appreciate that time is precious so as a token gesture we will enter each completed survey into our monthly draw to win a bottle of premium champagne. If you work for a public body or your inhouse policy precludes entry into draws or competitions, we will happily donate an equivalent cash value to a charity of your choice. If you have no preference we will donate it to Cancer Research UK, our chosen charity.

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