Here at Tele2 IoT we are of course always happy to hear praise, but what we really want to hear from our customers is where we can improve. We want to get the bad feedback because that is the best way for us to understand what our customers need and how we can do better in serving them.
In order to find those customers that aren’t satisfied we want to get that information quickly so we can act quickly. While we have larger customer surveys that go out a few times a year, it is far more challenging to address issues if we hear about them five months after they happen, rather than five hours.
In light of this, we have started working with a new vendor, GetFeedback, which is a fully automated feedback service integrated into our systems, which gives us the opportunity to be about as proactive as you can get, allowing us to address any challenges in a timely manner and hopefully to the satisfaction of our customers.
Here’s how it works: every time we close a customer case an action is triggered in the form of a short survey automatically sent to the customer to see how we did with resolving their case. The prioritized question is how they rate our support on a scale of one to five. Any rating of one or two triggers an action for us to contact the customer directly within two days to find out why they were dissatisfied, so they can help us improve. So, when it comes to customer service, we’re not just talking the talk, we’re walking the walk.