Lineal have scored strong results in our Annual Client Satisfaction Survey this year, continuing a run of success.
For the third year in a row, over 70% of you said we understood your technical queries “Extremely Well” – our highest available grade – with no negative responses received for this question at all. More than 50% of you also told us we responded to problems either “quicker than expected” or “much quicker than expected” – a score bolstered by improvements we’ve made to our Client Support Portal.
This year we’ve seen a growing percentage of you (around 20%) using our Client Support Portal to raise and monitor new support tickets – although phone and email remain our busiest channels.
For the second year running, over 90% of you told us our customer support was either “Great” or “Good” – a score we’re working hard to perfect.
You also gave us honest feedback for areas we can improve – in particular some clients had suffered hardware shortages and supply chain delays recently, something we’re working hard to address: with more supplier choices, greater options for refurbished hardware, and more advance warning.
We review every comment, and particularly enjoyed the following:
“I have worked with many IT support organisations and in comparison, I have found Lineal’s customer service to be friendly, extremely efficient and very professional.”
“Always approachable, professional and friendly and swift in solving the problem.”
“Lineal website is full of information and easy to find what you are looking for. The regular newsletters and product information are informative and very helpful. The SQLWorks Procedures on the website are very helpful.”
“My questions and requests have always been answered speedily and professionally. I value the professional opinion of the sales team and the software support team.”
“Good Communication and helpful staff.”
Our thanks once again for all your kind feedback.