When you raise a support ticket, you automatically have the chance to rate each individual response from our support team. The scale ranges from 1 (poorest) to 9 (best), and you're free to rate as many or as few responses as you like.
Focusing on the highest standards
This may seem like a small, 'nice to have' feature, but it's actually a very important part of our customer service system. Our customer service managers assess all feedback and ratings on a daily basis (no mean feat!), and with the help of our second line support team they review the lowest rated tickets to see where responses could be improved.
They then proactively work with the primary lines of our support team on a one-to-one, ticket-by-ticket basis to ensure that everyone continues to work towards providing the best customer service possible.
Points mean prizes!
It's not just low scores that are important. On the more positive end of the scale, the support staff member with the highest feedback score of the week gets a geeky gift voucher. So if someone's gone above and beyond to help you with your issue, it means a lot to him or her if you give a good rating and means you have that bit more of an influence at both positive and negative ends of the scale. In the long term, this also helps contribute towards internal promotions and is one of the factors in deciding who moves up the ranks and when.
Of course, all forms of gratitude are greatly appreciated; a regular 'thanks' in a ticket still goes a long way to spread good feeling too, and tweets and Facebook comments are always passed on and sent round!
What happens in support doesn't stay in support…
Using their overall average rating for the week, each member of the support team is listed in order of highest to lowest, and this information is then emailed out to all Heart Internet staff along with a few other stats. Ticket ratings are a big deal to everyone in the company all the time.
Superhero status
So as you can see, the ticket rating option is a seemingly simple feature that we actively use in several different ways to ensure we're always upping our game and providing you with the best customer service humanly (or superhumanly!) possible. Whether it's good or bad, your feedback helps improve our support, so next time you get a response from our support team, please take a second to rate it!
Great customer support is the main reason that I’ve stayed with Heart for (I think) seven years. As a reseller, I really need to know that I can get any problems solved quickly – and support staff have often gone well above and beyond the call of duty to help with things that aren’t even really down to them. I’m glad to know that my feedback can help them too.
Hi Sarah,
Our support team work really hard to resolve customer queries quickly and effectively and we’re glad to hear that you’ve enjoyed our support for such a long time.
Cheers,
Rob
The support is always so helpful and just trying to read my tickets needs a prize. Even when another reseller was trying to charge for their mistake the heart support desk stepped up and sorted it and not to mention the leaky hybrid, I was willing to just wipe the drive and start again but they said that could fix it and they did.
I would say the support team put the heart into heart internet, people that if they don’t know the answer will find someone that does within a hour or two.
As a long term reseller and with my own world leading digital magazines, I need reliable servers. But, even the most reliable system can develop gliches – often through inadvertent change of a setting.
It is in these situations when the alarm bells ring. But no need to panic.
Thankfully, the support service of Heart Internet is fast, efficient and, when required, they will step outside their primary role to assist.
The whole team deserves a bonus because when one of my sites goes down, it could potentially be very costly through lost earnings.
Keep up the excellent work.
Hi Adam,
Glad to hear that we helped you get your Hybrid Server working again. Our support team are always focused on giving customers the right answers to their queries as soon as possible.
Cheers,
Rob
Hi Roger,
Thanks for your support. It’s great to hear how we’ve been able to help you with your hosting.
Cheers,
Rob