“Our fourth quarter results for 2015 were really fantastic, 27% higher than any other period since we launched almost four years ago and more than double the sales of the same period in 2014,” says Karl Alderton, founder and managing director of Comms Supply. “But we know that these results only occur because we are committed to open and honest communication and the best possible customer service.”
“Like many companies, we seek regular feedback from our customers,” continues Karl. “But let’s face it - any business can look good when things are going great. It’s only when there’s a problem that we show our true colours. We send out a service questionnaire whenever anything goes wrong; whether there’s a fault, billing issue or any other glitch. That enables us to find out what customers really think.”
Here are the results of the Comms Supply customer questionnaire for quarter four of 2015. All of the respondents had raised an issue.
•100% of customers felt Comms Supply responded in a timely manner to the issue they raised.
•85% of customers agreed or strongly agreed that they were satisfied with the time it took to resolve their issue.
•90% of customers rated the process of getting their issue resolved good or very good.
•100% of customers agreed or strongly agreed that the person they spoke to at Comms Supply listened carefully and understood the issue.
•100% of customers agreed or strongly agreed that the person they spoke to was knowledgeable.
•100% of customers agreed or strongly agreed that the person they spoke to was patient and took the time to support them.
“During the same period our Net Promoter Score (NPS) was a fantastic 58!” says Karl. “NPS works by asking your customers to say, based on a scale of one to ten, how likely they are to recommend you. Anyone that chooses nine or ten is considered a promoter of your business. Anyone who chooses one to six is considered a detractor. You reach your Net Promoter Score by taking away the number of detractors from the number of promoters.
“According to a study completed by WDS (a Xerox company) this year, a good score for a telecoms operator is 26 with an average score being just five. We are absolutely delighted with an awesome score of 58, especially as everyone who filled in the survey had experienced a problem. I’m proud of our dedicated team of engineers who work incredibly hard to resolve faults and sort out issues in a timely manner.”