Every year we ask you, our valued clients, to give us feedback on how Lineal has been doing recently, and how we might be able improve.
This year, Lineal posted some of our best customer satisfaction results to date: our client survey 2019 posted a stunning 92% of you rating our overall customer service either ‘Great’ or ‘Good’ – a record high, and a similar 92% felt we met out mission statement as a company, a further small increase on 2018.
We’ve worked hard to develop team structures and training programmes in the past year, with some promising results. You rated the extent to which we understood your technical queries strongly – 95% of you believing our support teams understand your queries either ‘Extremely Well’ or ‘Very Well.’
Our speed of response also continues to develop. More than a third believe Lineal acts ‘Quicker’ or ‘Much Quicker’ on IT support tickets than expected, with just 3% of respondents believing we responded slower than expected. This is our best responsiveness score in five years.
The trend towards a more diverse range of IT services was shown again in client survey 2019: more than 15% of you now recognise Lineal’s ability to deliver specialist consultancy, networking & cybersecurity expertise, and more than 55% recognise us as a provider of managed cloud IT services.
We’re not perfect: among the constructive suggestions raised this year were that we perform routine website security updates out-of-hours to maximise availability, and that we help to provide more training material for newer products.
Your feedback help us highlight potential areas of improvement for our staff, and define our focus for the coming year. Among our favourite comments from this year were:
- “Keep up the great work guys! Exciting times ahead…”
- “I have had a pretty good service. Your staff are always polite and do not get too technical with me.”
- “It is great to see a friendly face at our front door – you just know that your problem will be solved.”
- “I’ve been very impressed with the level of service I have received from Lineal over the last 2.5 years at [Client] and would have no hesitation in recommending you guys”