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Support Progress Report - September
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z Old Forum - Archive
Support Progress Report - September
Posted by
LegacyPoster
on
Sep 28, 2009 10:53 PM
ChartExport1.jpg
Dear All
Before we get into the numbers, I have read in a number of surveys that no response was received to a submitted ticket. Upon investigation I noted that in every case Kaseya had sent a response but that the customer had not received it due to
support@kaseya.com
being blocked by a spam filter somewhere down the line – one of the shortcomings of email support.
There is a better way. Logging tickets via
System -> Request Support -> Logon
from your Kaseya console allows you to create, view and respond to tickets. Whilst email responses will also be sent, you will not be totally reliant on it.
I have taken advice from our marketing department on the structure of the Satisfaction Surveys. Their comment was that questions should require a Yes/No answer and not allow respondents to sit on the fence. As such, from the beginning of September the survey was modified to remove ambivalence. The resulting questions required a definite decision to be made and were also reordered in areas of importance.
So, to the results for this month and again I am pleased to say we continue to show improvements. I have attached the charts so you can see how the results below are derived.
1 How satisfied are you with the handling of your issue? 88.8%
2 Request handled in a timely fashion 92.8%
3 Support Reps were knowledgeable 90.1%
4 You were given good advice 87.5%
5 Reps were courteous 98.7%
6 Reps communicated clearly 96.1%
7 Given regular progress updates 92.1%
As usual, thank you all for taking the time to complete the survey and for assisting to ensure that Kaseya Support continues to focus on our customers’ needs.
Best regards
Alan Davis
VP Global Product Services
Legacy Forum Name: Support Progress Report - September,
Legacy Posted By Username: alan.davis@kaseya.com
You have posted to a forum that requires a moderator to approve posts before they are publicly available.
Posted by
LegacyPoster
on
Sep 28, 2009 10:53 PM
ChartExport2.jpg
Attachment refers to previous post.
Legacy Forum Name: Support Progress Report - September,
Legacy Posted By Username: alan.davis@kaseya.com
You have posted to a forum that requires a moderator to approve posts before they are publicly available.