I think you need to consider time spent when things aren't working towards costs associated. Don't think the problem was understood or investigated enough – Do you have any other feedback on the support service received?
- 1/10 – How good were we at understanding your problem?
- 4/10 – 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?
LM – 18 Aug 15
Hi Lauren,
Thank you for your feedback and apologies you were not satisfied with the support received on this occasion. Unfortunately the issue you experienced was a specific issue relating to your individual user and required extensive investigation along with input from Sage before being able to establish a resolution. I know from speaking with the team and reviewing the communications logged that there were occasions whereby we could not contact you as you were out of the office which also delayed the process.
We do appreciate that any issues with the systems we support can have a serious impact on end users and their ability to complete day-to-day tasks beyond a tangible, financial impact on the business and we strive to minimise any inconvenience to our customers and users.
Many thanks,
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Stephen Murray
Stephen Murray –