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

"Your engineer was very friendly and reassuring, and gave excellent service, but we always like to leave room for improvement! Probably a 9.5 if we had the option."

University of the Arts London 13th March 2018

"Fast response, helpful staff :)"

Weston College 12th March 2018

"I always receive quick service and very good customer service response for both email requests and engineers coming onsite"

Grange Primary School 9th March 2018

"Whenever I have a query for LapSafe team I find them really pleasant and helpful both on the phone and email. Equally so the service engineer who does the site visit (C.Allen).He is always so informative and helpful. Regards, Patricia Harkin"

Maynooth University 7th March 2018
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