Encuesta de satisfacción al cliente para Eureka Solutions

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 – 28/11/2013

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 – 27/11/2013

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 – 27/11/2013

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 – 27/11/2013

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 – 27/11/2013

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 – 27/11/2013

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 – 27/11/2013

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 – 26/11/2013

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 – 26/11/2013

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 – 26/11/2013

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 – 26/11/2013

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 – 26/11/2013

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 – 26/11/2013

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 – 25/11/2013

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 – 25/11/2013

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 – 21/11/2013

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 – 21/11/2013

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 – 21/11/2013

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 – 21/11/2013

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 – 20/11/2013

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 – 20/11/2013

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 – 20/11/2013

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 – 19/11/2013

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 – 19/11/2013

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 – 19/11/2013

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 – 19/11/2013

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 – 18/11/2013

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 – 18/11/2013

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 – 18/11/2013

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 – 18/11/2013

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 – 15/11/2013

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 – 15/11/2013

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 – 15/11/2013

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 – 15/11/2013

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 – 15/11/2013

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 – 15/11/2013

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 – 15/11/2013

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 – 14/11/2013

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 – 14/11/2013

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 – 14/11/2013

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 – 14/11/2013

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 – 13/11/2013

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 – 13/11/2013

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 – 13/11/2013

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 – 13/11/2013

Leeanne understood the problem when she logged the call and Ronnie knew exactly how to fix it and the impact it would have if not resolved. – 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?

Julie Lang – 13/11/2013

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?

m.barret@neogeneurope.com – 13/11/2013

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?

Suranjith Fernando – 13/11/2013

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?
10/10 – How satisfied were you with the overall support service provided?

susan myles – 13/11/2013

Quick and helpful response from Eureka. The issue is not yet complete but this is likely to be due to a problem with our software integration. – Do you have any other feedback on the support service received?

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?

brian walton – 12/11/2013

2/10 – How good were we at understanding your problem?
8/10 – How well did we keep you informed of the status of your call?
1/10 – How satisfied were you with the overall support service provided?

Murray Lindberg – 12/11/2013

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 – 12/11/2013

Not impressed by the attitude at all. Of no help whatsoever. – Do you have any other feedback on the support service received?

0/10 – How good were we at understanding your problem?
0/10 – 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?

Steve McKenzie – 12/11/2013

Hi Steve,

Thank you for providing your valuable feedback on the support service that you have received. Please accept our sincere apologies for the service that you have received on this occasion. As you know we pride ourselves on our support service and hopefully you can appreciate that this is not the normal level of support that we offer our customers. I will certainly be speaking to the consultant who handled your call to determine why this has been the case in this instance.

As per my earlier e-mail, I believe the issues with accessing your server have now been resolved so I have spoken to our support manager and asked her to ensure that one of our consultants logs into your system to make the required changes for you and to let you know when this has been done.

Once again, apologies for the disappointing service that you have received and if you have any further issues with our support service then please just let me know and I will look into this further for you.

Alyson McMenemy – 12/11/2013

Eureka Solutions Reviews

Por medio de 8116 valoraciones y 8113 calificaciones, nuestros clientes nos valoran 9.7/10.

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