Excellence in Customer Support

It is important to LapSafe® that we not only design and manufacture innovative and quality products but we deliver a service to match. For peace of mind, all our products are fully and independently CE Certified and rigorously tested to exceed required British safety standards and HSE guidelines. Our patented power management systems ensure user safety whilst focussing on easy device retrieval. All our products are covered by an extensive warranty.

We pride ourselves on delivering excellent customer service and support and as such we constantly monitor and measure our performance. You don’t have to just take our word for it, as LapSafe® has recently taken to adopting the industry standard ‘Net Promoter’ scoring system to monitor our customer support performance.

The Net Promoter Score is an index ranging from -100 to +100 that measures the willingness of customers to recommend a company’s products 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 as low as −100 (everybody is a detractor) or as 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.

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.

Visit our dedicated support website to order replacement keys, request an upgrade, log a support enquiry or download user manuals.

Our score is updated every day and can be seen here:

30 Day Score
100

"Friendly, efficient customer support from both James C and James E. "

Stamshaw Junior School 17th January 2018
10

"Friendly, flexible, knowledgeable staff always willing to help and resolve issues.....office staff and engineers."

Edinburgh Napier University 15th January 2018
10

"Fantastic support from James Cole which we received free of charge service for faulty locks to our lapsafe which was very kind as it was a good will gesture. Engineer Chris was brilliant for coming out and changing the locks without any issues and was friendly and helpful throughout. After realising the keys were missing for the back of the lapsafe, James sent out the keys free of charge aswell. You really can't get any better service than that and myself and the school would like to take this opportunity to say a big thank you to them both. I would definitely recommend lapsafe to any of my colleagues externally and internally because of this. "

Milngavie Primary School 15th January 2018
10

"I've had cause to contact LapSafe Support a few times over the years we've been using your products and I've never experienced anything but quick, efficient and accurate help - everything you need to get problems solved and no extra unnecessary chasing required by me or my team."

Biggleswade Academy Trust 5th January 2018
10
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