You may have noticed lately that we have been boasting a little about our Client Satisfaction scores. Last month we hit 100%, this month it looks like we’ll finish around 99%. Some of you may be skeptical as to how we come up with these numbers and think it may be a little far- fetched. To tell you the truth, when I was new around here, I was skeptical too!
However, my responsibilities here at Nemsys focus solely on our clients’ satisfaction, so I watch these numbers VERY close. I can honestly tell you that they are true and legit.
You may be wondering how we do this, and how we can truly know. Let’s start with the simpler answer, how we know. Every time you, our client, submit a ticket you receive two emails. The first email tells you that we received the ticket. The second is a “Close Ticket Request.” When you receive the “Close Ticket Request” it asks you to fill out a survey. If you agree that the ticket has been resolved and is no longer an issue, you click on a link and it takes you to a survey. The survey asks you a few simple questions, you click submit, and you go on your merry way to whatever work awaits you at your office.
This survey that you just answered, we take it very seriously. Every morning myself and the other managers at Nemsys look at these results. If we see even one survey that shows a client may not be fully satisfied, we instantly start looking into what the problem may be. One of us calls the client to see what we could have done to make them happier, then we instantly take whatever steps necessary to make that happen.
Now, to answer the question on how we achieve such great results. It’s because we listen to you. What you may think is idle chatter about your email running too slow, is not to us. We hear you say something like “bear with me, my computer is so slow” and we think, “what can we do to fix this?”
Here at Nemsys we ask you for a lot of feedback. We have you fill out questionnaires every quarter asking the most basic of computer questions. These questionnaires have created numerous tickets for problems you probably didn’t even know were problems. If you’re used to having to reboot your machine every day, you may not realize that there might be something deeper that requires that reboot. Without that questionnaire, we may have never known about it. Then something major happens and your forced to quit working for a day or two or three or who knows how long until the problem is fixed.
What I’ve told you here barely touches the tip of the surface as to what all Nemsys does to keep you happy. As I said, my 40 hour work week…is 100% dedicated to our Clients’ Satisfaction. We know that your time is precious and if you can’t work, and if you’re not happy with your computers, then in one way or another it’s going to eat your profits and your productivity. We’re here to see that your revenue grows, your IT costs remain steady, and your computers leave you as stress free as possible. Based on the survey results, the time I’ve spent with you, and the feedback we receive in many other various ways, I truly believe that our clients are 100% satisfied.
What is one time with our company, or with any other, professionally or personally, that you were 100% satisfied? Tell us what happened, and what that person or company did to make you so happy that you remembered it and told us about it.
Holly Lockhart
On Friday September 16th Nemsys will be throwing a party to celebrate our clients and partners. If it weren’t for them, Nemsys would not be here. The theme for the party is “you will do better with Nemsys.” The theme was modified from the Toledo slogan “you will do better in Toledo” from 1913. I love the slogan and what it stands for. We feel that Toledo businesses will do better with Nemsys because of the values we have. We strive to have excellent customer service, build relationships with our clients and build partnerships to better our business for our clients.
