Eureka Solutions reviews and feedback - independently hosted by CustomerSure

Quick and clear answers. Thank you. – Do you have any other feedback on the support service received?

9/10 – How good were we at understanding your problem?
9/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

Rob Little – 02 Dec 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

ashvin patel – 02 Dec 13

Took longer than anticipated but got there in the end - thanks for your perseverance! – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

David Wilson – 29 Nov 13

Yes completely dissatisfied with certain aspects of support we receive. I.E. it's beyond belief that we spend £20k plus on a system but cannot get tweaks here and there without additional cost that had we been able to try for at least a month these could have been done without additional cost. Also, if a problem cannot be fixed might as well blame other software. Completely dissatisfied! – Do you have any other feedback on the support service received?

0/10 – How good were we at understanding your problem?
5/10 – How well did we keep you informed of the status of your call?
0/10 – How satisfied were you with the overall support service provided?

Andrew Turner – 29 Nov 13

Did take longer that expected – Do you have any other feedback on the support service received?

9/10 – How good were we at understanding your problem?
9/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

Sandra Hunter – 28 Nov 13

Leanne was as usual perfect. – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

John Alexander – 28 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Irene McRobert – 28 Nov 13

Not really - excellent response - only comment is that being slightly hard of hearing, could do with speaking up so I can hear clearly – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Stephen Simpson – 28 Nov 13

9/10 – How good were we at understanding your problem?
9/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

Spencer Brown – 28 Nov 13

9/10 – How good were we at understanding your problem?
9/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

Spencer Brown – 27 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Irene McRobert – 27 Nov 13

10/10 – How good were we at understanding your problem?
5/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Irene McRobert – 27 Nov 13

Hi Irene,

Thank you for taking the time to provide us with your valuable feedback on the support service that you received from us today. I am sorry to hear that you were disappointed with how well we kept you informed on the status of your call on this occasion and I have fed this back to our support team as well so that we can address this for you in the future.

However I am pleased to see that you have also left feedback on another call today and scored us 10 for keeping you informed in that instance so hopefully you recognise that we do try to keep all of our customers updated on any ongoing calls that they have logged with us while we are continuing to investigate these.

Thanks again for your feedback - we really do appreciate all feedback from our customers, both positive and negative, as this allows us to improve the support service that we offer you moving forward.

Alyson McMenemy – 27 Nov 13

Not the answer I wanted lol but in the words of Mick Jagger you can't always get what you want – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

John Alexander – 27 Nov 13

Good old Chris ! – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

John Alexander – 27 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Sandra Hunter – 26 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Wilson – 26 Nov 13

9/10 – How good were we at understanding your problem?
9/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

Michelle Crisp – 26 Nov 13

The solution looked very simple, but to find that, it really required good analysis! Thanks! – Do you have any other feedback on the support service received?

9/10 – How good were we at understanding your problem?
9/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

Ramya Krishnakumar – 26 Nov 13

The issue has been persistent for quite some time now and it really affects the master report! This has been fixed now and it's such a relief! – Do you have any other feedback on the support service received?

9/10 – How good were we at understanding your problem?
9/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

Ramya Krishnakumar – 26 Nov 13

8/10 – How good were we at understanding your problem?
9/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

paul girdwood – 26 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Sam Alexander – 25 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Maureen Ferguson – 25 Nov 13

9/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Sandra McCandlish – 21 Nov 13

10/10 – How good were we at understanding your problem?
9/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Sam Alexander – 21 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

J Buchanan – 21 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Spencer Brown – 21 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Judith Wray – 20 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Rob Little – 20 Nov 13

A very quick response, solving my problem immediately. – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Robbie Hart – 20 Nov 13

10/10 – How good were we at understanding your problem?
8/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

Liz Jackson – 19 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Lynne Lineen – 19 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Cathie McInally – 19 Nov 13

9/10 – How good were we at understanding your problem?
9/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

chris maguire – 19 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Lisa – 18 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

John Alexander – 18 Nov 13

Thanks for reassuring me, Leanne :) – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Vanessa – 18 Nov 13

Put my mind at ease! Thanks, Leanne. – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Vanessa – 18 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

ashvin patel – 15 Nov 13

10/10 – How good were we at understanding your problem?
9/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Anne Harvey – 15 Nov 13

Felt that a 2 hour wait for support was a bit long and had to phone back to find out what was happening – Do you have any other feedback on the support service received?

9/10 – How good were we at understanding your problem?
0/10 – How well did we keep you informed of the status of your call?
6/10 – How satisfied were you with the overall support service provided?

Andrew Weir – 15 Nov 13

Hi Andrew,

Thank you for taking the time to provide us with feedback on our support service. We value all customer feedback, both positive and negative, as this helps us to improve the service that we offer our customers in the future. I am very sorry to hear that you were disappointed with the support that you received on this occasion.

When a support call comes in to our team it will be logged in our system and calls will then be responded to in the order they are logged, although obviously on some occasions we will need to prioritise some calls, for example where users are unable to access their system for some reason. I have checked our system for the details of your call and can see that your call was responded to and closed within 2 hours of being logged with us, which is still well within our service level agreement for support. However we appreciate your comments and are always striving to improve our service and response times where possible.

Thanks again for your valuable feedback and if you have any further issues with our support service please just let me know and we will be happy to investigate this further.

Alyson McMenemy – 15 Nov 13

had to phone twice we are finding when a call is logged it takes a while for someone to call back – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
6/10 – How well did we keep you informed of the status of your call?
5/10 – How satisfied were you with the overall support service provided?

Andrew Murdoch – 15 Nov 13

Hi Drew,

Thank you for taking the time to provide us with your valuable feedback on our support service, and I am very sorry to hear that you were disappointed with the response time that you experienced today. All customer feedback is important to us, good and bad, as this helps us to improve the service that we offer to all our customers moving forward.

Whenever a call is logged with our support team it will be entered into our CRM system and calls will then be responded to in the order in which they are logged. Obviously there will be situations when we will need to prioritise some calls, for example where users are completely unable to access their system and are unable to work then these calls would be given priority. I have checked our support system for the details of your call and can see that your call this morning was responded to and closed within 2 hours and was therefore still within our service level agreement for support. However we do really appreciate your comments and I have passed your feedback on to our support manager as we are always striving to improve our service and response times wherever possible.

Once again, thank you for your feedback on our service and apologies for the delay on this occasion. If you have any further issues with our support service please just let me know.

Alyson McMenemy – 15 Nov 13

8/10 – How good were we at understanding your problem?
8/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

Anne Harvey – 15 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Murray Lindberg – 14 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Gordon Nelson – 14 Nov 13

Support how it should be. – Do you have any other feedback on the support service received?

9/10 – How good were we at understanding your problem?
9/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

Ken Reid – 14 Nov 13

Still have the issue but not all the time. Will report if fault persists – Do you have any other feedback on the support service received?

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
9/10 – How satisfied were you with the overall support service provided?

sandra hunter – 14 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

ANGELA – 13 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

ANGELA – 13 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Zoe Blake – 13 Nov 13

10/10 – How good were we at understanding your problem?
10/10 – How well did we keep you informed of the status of your call?
10/10 – How satisfied were you with the overall support service provided?

Kelly Auchnie – 13 Nov 13

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