Since starting at Escape over seven years ago, I’ve been impressed with how customer service is one of the things that sets Escape Technology apart from the competition. Our customers are very important to us and providing top notch customer service is our goal. Now that I’ve been managing the support group for over six months, I thought it would be a great opportunity to hear directly from you, the customer, on how we are doing. Your opinion and input on the process definitely matters! We are developing a survey that will measure all of the key elements of the customer support experience while still being simple enough to ensure we get the highest response rate possible.
The initial survey will be distributed in October with the main purpose of establishing a baseline from which we can begin ongoing measurement and then we will send out a follow-up survey in April. Going forward, we will continue the twice yearly survey to ensure we are giving you plenty of opportunity to provide feedback. We are constantly evolving and changing in our fast-paced environment and we want to make sure those changes are meeting your needs.
Thank you to those customers that don’t wait for the official surveys to give us feedback on what we are doing right! In fact, here’s one email we recently received:
I am SO GRATEFUL to you for all the assistance you provide! I am really glad you are here for us! Thank you!
Those emails really make the group feel appreciated, so keep those compliments coming and keep your eyes open for the survey in October!