Where there’s a Will, there’s a way
We speak to Customer Service Manager, Will Blacklock about the importance of customer feedback and creating honest conversations in order to improve our service and build long-lasting partnerships.
At razorblue, we adopt a customer-centric approach to business. We believe in creating open avenues for communication and build relationships based on honesty and trust. Through our continuous innovation and willingness to adapt, we strive to not only meet but exceed customer expectations.
Processes and procedures are embedded into our daily operations to enhance the customer experience. My role as Customer Service Manager involves following up on client feedback and ensuring customer satisfaction is achieved through our service delivery.
Customer feedback is paramount to our success as a managed service provider. This is monitored daily using a Net Promoter Score (NPS) system,allowing us to collect feedback, track changes and obtain actionable insights. The NPS survey is a simple one question survey that finds out how likely it is that you, our customer, would recommend razorblue to others.
Following the closure of a case, end-users receive an automated email asking for feedback based on their own customer experience. This is rated on a scale of 1-5, with 5 being the highest satisfaction rating. Dependant on the score given, the feedback is then categorised as a detractor, a passive, or a promoter. A detractor can be defined as a consumer who was not satisfied with the service at all, while a passive is a customer who is neither satisfied nor disappointed with the service, and a promoter is a satisfied, loyal customer who is most likely to refer others.
At razorblue, we regard ratings of 1-3 as detractors and unlike other managed service provider, this feedback prompts a direct follow up phone call to the customer. Poor feedback means that there has been a failure at some point in the process and always results in an investigation and action being taken. Cases are investigated on an individual basis and the follow up call is used to gauge a true understanding of what went wrong and how we can improve the experience for them going forward. A rating of 4 is viewed as passive while a 5-star rating is considered a promoter.
Customer Service Manager, Will conducts all follow up calls himself and explains why this is the best method of approach:
“Customers appreciate a conversation and immediately feel valued when given the opportunity to share their experience with us.
We all know that there is nothing more frustrating than not being able to get through to a customer service team when things go wrong.
Unlike other companies, we don’t just say we believe in putting the customer first, we act upon that belief.
For the most part, contact with the Customer Service Manager assures our customers that action is being taken and that their feedback is valued and will result in improvements. Following every conversation, an ROC (Record of Conversation) is logged, and customers are reminded of whom to contact should they wish to escalate the matter. Our robust Escalation Process ensures that every customer is given the opportunity to voice their feedback and gain access to support services as required.
Will continues, “We take poor feedback very seriously and the only reason we have got to where we are today is because we listen, learn and act on feedback. We review our processes regularly and where necessary we take immediate action to retrain staff”
Success derives from a trusted partnership and that can only be achieved through communication.
It is my job to ensure that our customers feel valued, are kept in the loop throughout the process and ultimately trust that we will improve in readiness for their next experience with us.”
Our business model incorporates continuous improvement based upon the client’s feedback to ensure that the Service Desk is delivering an exceptional service.
We are completely transparent when it comes to feedback and all results are proactively monitored and can be seen live on our website.
Our customer-centric approach evidently works, having achieved an impressive average NPS score of +70.3 since the start of 2021. Client retention rates remain stable at near 100%.
Our teams look forward to face-to-face meetings recommencing and this too will play an important role in building stronger customer relationships.
Regardless of restrictions, our team will continue to listen and learn, in order to provide the exceptional service that you, our valued customer, deserves.