News
93 % Customer Satisfaction - Survey Results
Lakeview commissioned our first ever Customer Satisfaction Survey back in November last year. Although we knew that we had an extremely loyal set of customers we did not realise just how ‘satisfied’ you all were, there were some areas of concern for us which we have spent time focusing on this year, but other areas pleasantly surprised us.
Key findings from the research were:-
Customer Service
Of the respondents, 108 found the level of Customer Service to be of acceptable standard or above. Only 3 respondents scored the service as unsatisfactory, 2 of these have been Lakeview customers for over 36 months with the other 12-24 months.
Marketing
31 respondents found marketing to be unsatisfactory or very unsatisfactory. 28 of which have been Lakeview customers for over 24 months. We are hoping that the new initiatives such as the Executive Briefing, User Group and this Newsletter will help to reduce levels of dissatisfaction with our Marketing function.
Customer Referral
89% of people surveyed were happy to recommend Lakeview to one of their peers. The Customer Referral Programme has been introduced to incentivise you to do exactly that.
Product
Of the respondents only 4 found the product to be less than acceptable. 3 of which have been customers for more than 36 months with the other over 24 months.
Some customers who were satisfied with the product as a whole did have specific areas of the system that they flagged for improvement. Each call report is being analysed to see if there is a specific request that we can address within these modules.
Published 19th June, 2007< Back to news list Key findings from the research were:-
Customer Service
Of the respondents, 108 found the level of Customer Service to be of acceptable standard or above. Only 3 respondents scored the service as unsatisfactory, 2 of these have been Lakeview customers for over 36 months with the other 12-24 months.
Marketing
31 respondents found marketing to be unsatisfactory or very unsatisfactory. 28 of which have been Lakeview customers for over 24 months. We are hoping that the new initiatives such as the Executive Briefing, User Group and this Newsletter will help to reduce levels of dissatisfaction with our Marketing function.
Customer Referral
89% of people surveyed were happy to recommend Lakeview to one of their peers. The Customer Referral Programme has been introduced to incentivise you to do exactly that.
Product
Of the respondents only 4 found the product to be less than acceptable. 3 of which have been customers for more than 36 months with the other over 24 months.
Some customers who were satisfied with the product as a whole did have specific areas of the system that they flagged for improvement. Each call report is being analysed to see if there is a specific request that we can address within these modules.