Brian is always a pleasure to work with. He is able to ask the right question and able to diagnose and resolve my issues with easy. Appreciate all his patience with me.
Our Customer Satisfaction
We just implemented our new phone system and Jacob has been a rock star handling our change requests as we settle into Maven Cloud! We are extremely excited for the new phone system!
TTx We appreciate your prompt attention and resolve to ensure that our email security is a top priority. Best Regards
Herminio was fantastic to work with. He was committed to getting my problem solved and providing excellent customer service. Dave was also a great help, as usual. Thanks to their teamwork, I was able to get my problem resolved. I am very appreciative!
The technician was helpful and professional. He asked if there was anything else when he finished with my primary concern and ended up answering a totally different question that I have had for a while to do with Mitel
Dave is always super helpful and great to work with! He has fixed a lot of issues for me and is always nice to talk to on the phone. Thank you for the great service!
Thanks Chris, I really appreciate you jumping in and helping out! I also really appreciate you calling my big boss and helping her out directly. This is why you guys are worth it!!
TTx, Thank you for the support on our repaired computer scan. The clean bill of health and speed check was just what we needed to see to move forward! Much Appreciated
Since Herminio has come to handle our issues at the department with his can do attitude it has been a relief knowing that he is there when needed to help or just answer questions and this incident was no different. This issue required off site as well as on sight attention and with his patience Herminio took the time to explain the issues and what needed to happen to correct them.
How We Use Net CSAT Score
The Net CSAT Score is a single number that gives us an overall picture of how well we’re doing, based on how many positive and negative reviews we’ve received. Because it’s standardized, it’s a metric we can track weekly, and manage against. It’s calculated like this:
(Percent Positive Reviews – Percent Negative Reviews) / Total Reviews = Net CSAT Score
Every time a customer closes a support ticket, they have the opportunity to provide feedback on how well we met the expectations of our brand promise throughout that specific interaction. If they want to provide an optional comment, they are encouraged to do so. We average over 250 reviews every quarter, and broadcast our real-time CSAT score on a dashboard in our network operations center (NOC).