Sure, there are ways of guessing how happy your customers are--average hold times (ours is 8 seconds), response times, resolution times, etc. Those are perfectly acceptable methods when every customer interaction with your Helpdesk is a one-off and the detached voices on the other end of the line all blend together.
That's not us. Our technicians work side-by-side with our customers on a regular basis. When you know someone you don't speculate about how they're feeling--you ask.
That's why each time a member of our support team touches a ticket (creates, updates, or solves one), the resulting email notification to our customers includes a request to rate that interaction by clicking one of three options: Excellent, Average, or Not Good. This one simple question lets us know if we're delighting our customers and, if not, helps to focus our attention on what we can improve.
Got a question about these stats or our services in general? Want to know how IT Freedom can help make your business technology an asset instead of a burden? Shoot us an email and we'll get in touch!