We have almost reached the time of year when we send out our annual Microsoft Client Satisfaction survey.
This has led us to reflect on the feedback received last year, and the improvements we have made because of that valuable feedback.
Improving communication was our biggest focus. It is something that we always aim to be better at. Over the last year we have taken a number of steps to improve our communications. Firstly, we got our Client Access Portal up and running successfully. This enables our clients to quickly log service desk tickets themselves, follow the progress and receive updates. It is also our policy to ensure that our engineers are continually keeping clients up to date with progress reports.
We have also implemented a survey process on the service desk tickets that have been raised. This allows immediate feedback and gives us the ability to rectify problems and make any changes immediately.
Lastly, we have also put more emphasis on conducting quarterly reviews with each of our clients as well as trying to establish an annual plan for their IT infrastructure.