We track every support request in our ticketing system. Whenever one of our IT experts confirms we have resolved the issue and closes the ticket, a confirmation email is sent to the person who made the support request. This email will give this person an easy opportunity to give feedback, as they can simply rate our services on a scale of 1-10 and optionally provide further comments. The core question asked is “How likely are you to recommend Net Friends, Inc. to a friend or colleague?”
The Net Friends Leadership Team reviews these ratings and comments daily and has a weekly discussion looking at overall trends and specific feedback we have received. This is the primary way that we monitor client satisfaction.
Whenever we complete a project for one of our customers, we know we have introduced changes to existing workflows. We make sure that every person who might be impacted has a voice.
We provide a short “Project Feedback Survey” that asks 3 core questions:
Our clients benefit from these surveys after the project is completed, as everyone receives immediate feedback. It also allows us to identify any concerns that might arise, and by providing this feedback channel post-project, we have increased client satisfaction and buy-in for project changes. Our Leadership Team reviews these surveys and the absence of completed surveys weekly to ensure our project work improves client satisfaction.
We recognize that our customers can give us more complete feedback when they step back and view how we are performing holistically. While Issue Resolution and Project Completion feedback are centered around telling us how satisfied you are with a specific service we have rendered, the goal of our Periodic Feedback is to learn how well we are doing as your strategic partner in technology. These surveys are intended to be more open-ended and exploratory, opening a communication channel between our two companies that allows you to give us actionable feedback in a structured way that helps us best take action.
Once every 3 months, we offer a sit-down meeting with your key decision makers to review topics like your Technology Roadmap and IT Budget. We create openings throughout the Technology Business Review (TBR) to ensure we are aligned with your business priorities, that Net Friends is creating value, and that your decision makers are fully satisfied with our performance. Our approach to the TBR is optimized for capturing thorough feedback about how satisfied your business is with a wide range of IT related issues and resources.
We have a full briefing internally after these TBRs where your Customer Success Manager discusses any constructive feedback we have received from our Director of Customer Success. The briefing's goal is to continually learn, adapt, and improve our services on your behalf and take immediate action if there are any concerns shared with us during these TBRs.
Net Friends has put these 4 core measures in place based on years of critical thinking about how to best measure client satisfaction. Our leadership team is especially attuned to feedback we receive through the mechanisms described above.