Lineal’s Client Feedback Survey 2024: Results and Insights
We have an unwavering focus on delivering services of the highest quality at Lineal. Every year we conduct an annual Client Feedback Survey to see how we are doing, and to ensure our clients continue to feel heard, valued, and well-supported. Our 2024 survey results highlight our strengths and our ongoing commitment to delivering first-class, dependable Managed IT Services. Here’s a summary of this year’s key findings:
1. Understanding Client Queries and Requests
Our team’s goal is to ensure every client feels understood and supported. Here’s how clients rated us in this area:
An impressive 93% of clients rated our understanding of their queries and requests as either “Very Well” or “Extremely Well.” This positive response mirrors last year’s feedback, affirming our efforts to be attentive and thorough in our approach.
2. Response Speed to Client Queries and Requests
Timely support is crucial in IT services, where quick responses make a significant difference. Here’s how clients rated the speed of our responses:
Overall, 66% of clients felt their concerns were addressed faster than anticipated, which speaks to our team’s dedication to prompt and efficient service. These results are encouraging, reflecting the value we place on timely assistance.
3. Overall Quality of Customer Support Experience
Clients’ satisfaction with the overall quality of their experience is essential, and we are delighted by this year’s feedback:
A large majority of clients rated their support experience as “Great” or “Good,” highlighting our team’s commitment to delivering consistent, high-quality service that leaves clients feeling confident and valued.
Summary and Next Steps
Our 2024 survey reflects our dedication to understanding clients, responding promptly, and maintaining high standards of service quality. Moving forward, our focus will be to continue improving our support processes, aiming to exceed expectations and deliver an exceptional experience to every client. We’ve also introduced several enhancements to our working practices, including: 1. Quarterly Reporting for customers | 2. Introducing a new Service Desk Co-ordinator at Lineal | 3. Refining our support ticket system.
With these adjustments to our internal processes and even better customer communication, we expect to score even higher on our customer satisfaction survey next year!
Thank you to everyone who provided feedback. Your insights are invaluable as we strive to elevate our support and service in 2025 and beyond.