Our customer satisfaction survey continues to provide us with satisfaction, because we can see that we are still satisfying our customers. All customers last quarter were satisfied, the majority very satisfied, with the quality of our transcription and our customer service, as well as the accuracy of our quotes and invoices.
There is one area in which our customers are now 100% happy though. The majority of people are only ‘satisfied’ rather than ‘very satisfied’ with our file-sending service. We take this feedback seriously and we want people to be thrilled and delighted with the file-sending service too, but there are issues beyond our control.
Sound files are BIG and if your internet is slow then no matter what method of file sending we use, it’s going to take a while. Also, some institutions and large organisations have very strong firewalls (necessary for their security of course) and these can occasionally stop users accessing sites where files can be sent. This is really out of our control but usually a word with the IT department sorts it out! If not, then files can always be sent by snail-mail on a DVD or CD.
Having said that, some systems are certainly better than others and we are looking into alternatives at the moment. The one we have is fairly reliable, and fairly fast, but there may be better options out there and we want the best for our clients!
And now … the winner is … Geraldine Byrne of Breast Cancer Campaign. Congratulations Geraldine – a £20 Amazon voucher is on its way to you.