Support survey shows high level of customer satisfaction

IT Support

An online customer survey conducted in November 2018 showed a high level of satisfaction from CSAS users who received assistance from the FA Support Desk via phone or email.

Overall, more than 86% of respondents said that they were either ‘very satisfied’ or ‘satisfied’ with the way that the Support Desk dealt with their issue.

The online survey also revealed that:

  • – 93% of respondents were ‘very satisfied’ or ‘satisfied’ with the initial time taken to respond to their request
  • – 80% of respondents had their queries resolved at the first attempt
  • – Instructions for fixes or workarounds were rated as either ‘extremely clear’ or ‘very clear’
  • – 100% of respondents rated installation instructions for updates or temporary fixes as ‘clear’
  • – 100% of those surveyed gave the highest rating (5) for both the professionalism and friendliness of the Support Desk agent
  • – 93% of respondents said that they would recommend Forensic Analytics’ services to colleagues.

In the words of one satisfied customer: “You always offer a first class service, always impressed with how quickly you reply and resolve any issues. We really feel like valued customers who are listened to and fully supported with all your services.”

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