Although we keep in regular contact with our clients, it’s nice to take some time each year to double-check how we’re performing.

Just before Christmas in 2019 we asked our clients to complete a quick survey and (if they wanted) to add any extra comments. We’re very happy with the results – read on to find out why.

We also continuously track support ticket satisfaction, and have included these results for 2019 below. A fantastic 97.63% of tickets were marked as ‘Satisfied’, compared to the other two options ‘Neutral’ (1.85%) and ‘Unsatisfied’ (0.53%). Importantly our ticket rating system enabled us to immediately follow-up the neutral and unsatisfied ratings and take the necessary action to resolve the problem.

Towards the end of the year we improved the ticket rating system further, asking clients to tell us whether our response ‘Exceeded’ or ‘Met’ expectations or fell short. 100% at least met expectations in December 2019, with 45.16% of ticket responses exceeding expectations.