During August we maintained our very high standards and achieved a second month in a row with 100% customer satisfaction. As with any business, we always aim to achieve 100% satisfaction and to continue at this high level of performance is a great endorsement for our support and training staff. The industry benchmark is 87%.
Our average response time for August was 9.7 hours which is almost half the industry benchmark of 18 hours, with nearly a quarter of questions receiving a response within an hour.
A satisfied customer this month commented: “The support I received was beyond what I expected and the training has been wonderful, as well. I am so grateful to have such a great tool that is run by such competent staff. It is rare to have such good service. Thank you!”.
As mentioned in our previous update, we have expanded our time zones for training support – we now have modellers based in the USA who are available to work on support queries that come in at different times.
We are always interested to hear from other modelling professionals, or about your experiences with training – Feel free to leave a comment about your experiences or let us know if you have a question.