25th July 2017

Excellence in Customer Support

Customer service and support is just as important as providing quality products. At LapSafe® we’ve always strived to deliver both.

You don’t have to take our word for it as we have recently introduced the industry standard ‘Net Promoter’ Score (NPS) for measuring our customer support. The Net Promoter Score is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company’s product or services to others. It is used as a proxy for gauging the customer’s overall satisfaction with a company’s product or service and the customer’s loyalty to the brand.

NPS can be a low as -100 (everybody is a detractor) or a high as +100 (everybody is a promoter). An NPS that is positive (i.e. higher than zero) is felt to be good, and an NPS of +50 is excellent.

At LapSafe® we are currently using this to measure the performance of our customer support team. A survey goes out to the customer once the support case has been closed. The customer is then asked to rate the support received and is given a chance to leave a comment. In June 2017, our support team received an average score of 75. This is an extremely good score and below is just some of the feedback received.

University of Kent “Very happy with the telephone and on-site support. Flexibility was really appreciated too”.

City of Westminster College “Quick response and high-quality job done. Very good customer service”.

Boxgrove Primary School “Good service from helpful guy, (James)”.

Grosvenor Park Primary School “Great service over the phone, by email, & on-site”.

Samuel Laycock School “The Support I received about my issue was incredibly helpful and very helpful when I had any issues that occurred during the installation. Can’t thank James enough for all his hard work, please give him my thanks and I hope he gets the rewards he deserves. Thanks again”.

I am sure that you will agree, this is excellent feedback and supports LapSafe®’s many case studies. LapSafe® will continue to monitor customer support and feedback via the website www.lapsafe.com under our support page.

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