Measuring client service

We have been in discussions recently about measuring our customer service. We measure many key areas across the business, such as, response times and project success rates. This ensures efficiency is consistent across the board, but we want to know what our clients think about client service.

We didn’t want to create a long winded customer survey, we all hate these! We knew it had to be short and easy to fill out and submit. So we have designed 5 closed questions with optional space to elaborate, so it only takes a minute to complete. We are launching the client service feedback in this month’s newsletter – sent today.

Over the next coming weeks, we will be paying much more attention to all areas of our client service. We have already started mapping up the new version of our client portal – and would love to hear your ideas?? We are making many enhancements to the online service. One of the major changes that stands out as having real benefits to clients, is the actual vs budget project graph. This way clients can easily log on and get a detailed analysis of what phase we are exactly on and thus the development cost so far. We are also in the process of adding fields for change requests, bug listings and many more… This means managing your projects will be streamlined with our development team and your internal teams. Making project management on both parties efficient and relatively stress free.

The click area – a resource specifically built  for developers – will also be undergoing review and I will be asking for suggestions via upcoming blogs, but please feel free to kick start the discussions now…

Rita ONeill

Rita joined LinearBlue in October 2009 as Marketing and Project Assistant shortly after graduating from Manchester Metropolitan University Business School with a bachelors degree in International Business. Her involvement in both marketing and project management challenges her to develop her skills further and grow within the company. As our current Employee of the Year (April 2011) Rita is looking forward to developing her knowledge further whilst providing excellent project management and client service.

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