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.

Each year we ask you what we can do to improve, and your feedback helps us make positive changes to the quality of our IT services and support. Here’s how we did in our Client Feedback Survey 2017:

As ever, thank you to everyone who responded to our request for your opinions in Lineal’s Client Feedback Survey 2017 – praise is very encouraging, and constructive criticism extremely useful in improving how we deliver a quality service to a wide range of organisations and businesses.

Overall, an all-time record 96% of you believed we understood your IT queries either ‘Extremely Well’ or ‘Well’, and 88% of you rated the work of Lineal’s IT Support helpdesk service either ‘Good’ or ‘Great.’

Most encouragingly we’re resolving more of your IT queries than ever, more efficiently. More than 56% of you now feel we solve your problems either “Quicker” or “Much Quicker” than expected. This figure has more than doubled during the last 2 years, and we want to develop it further.

There are still areas we need to work on: we’ll be focusing on improving our communication (particularly the speed of call-backs) and ensuring the valued relationship you have with your account managers is maintained as our team grows further.

Lineal’s Net Promoter Score (or ‘NPS’ – an industry benchmark for customer satisfaction measured on a -100 to +100 scale) for 2017 was +52, our best to date.

Your comments also help us get a better sense of how you feel about the human side of business support and adjust accordingly – here were a few of our favourites:

• You guys are BRILLIANT! 🙂
• Always quick to respond to issues or queries and all staff are extremely knowledgable
• Great IT support and team. Perhaps just a little more communication internally is needed. It is sometimes the case that we are told someone will get back to us and they do not. But overall, the problem is usually resolved with friendly people.
• We find Joe very helpful sorting out any problems we have in a very short time
• The lines of communication with Lineal have been very good. We have had worthwhile conversations around additional services which Lineal could provide in the future.

Thank you once again to everyone who sent us their feedback this year.