Top Marks in Lineal Satisfaction Survey 2020

Written by

This year’s Lineal Client Survey 2020 saw hugely positive feedback, and record customer satisfaction results for our staff – thank you to all who took part.

2020 has been a turbulent year so far, but our positive improvement in the quality of our technical services continues from similar results during recent years. (Past Client Survey Results: 2019, 2018, 2017, 2016)

A record high number of you (76%) felt we “understand your questions and/or problems” “Extremely Well”. This is the most people who have ever awarded us the top grade, and represents long-term progress: over double the quality score we received back in 2015.

We asked an important supplementary question this year: how did you feel our IT Teams supported you during the Covid-19 lockdown specifically? Respondents graded us strongly, with a mean average of 4.45 stars out of 5.

covid-19 it support score

For the first time, more than 70% of respondents considered our overall customer support “Great” – also the highest grade available, and twice our score from five years ago.

We also continued to make steady progress on our speed of responsiveness: more than 50% of you now feel we respond ‘Quicker’ than expected, and for the first time more than 20% of you considered us to be “Much Quicker” than expected – again: a rating we’ve doubled in recent years.

Lineal’s Net Promoter Score – an industry wide metric for good customer service which asks whether respondents with consider referring our services to a friend or colleague, rose to +56 this year, our best score to date.

Your feedback helps us identify areas of weakness where we still have room to improve: and to focus training and other resources on ensuring our clients receive the best service possible. In this coming year, we’ll be looking at ways to track our progress more steadily over time.

  • “Staff show an understanding of the issues and are dedicated to resolving them and formulating a constructive outcome cost effectively. It is not so much about a quick response and service, it’s more the fact that the staff take ownership of the problems.’
  • “We love Lineal.  So helpful and understanding of our needs.  No other company matches up to the efficiency of them.  Big thanks to Paul and Hugo!”
  • “When we moved from Outlook 365 Home to Business we could not have had more support.”
  • “Fantastic service! They helped me find a replacement iMac when mine died, and the service they give is exemplary! Highly recommended! 10/10.”

 

For expert IT Support and technical services, please contact us today.

Results of Lineal Client Feedback Survey 2018

Written by

Yes, it’s that time of year again – the time when we ask our clients how our team has been doing, and what we can do to raise our quality of service even further.

In 2018, a record 96% of you feel we understand your IT needs either ‘Extremely Well’ or ‘Very Well’, and 90% of you felt we met Lineal’s IT support mission statement either ‘Very Well’ or ‘Well’.

In three years, the percentage of you who feel we resolve queries ‘Much Quicker’ than expected has doubled, and a high 82% feel we’ve either met or exceeded their expectations for time taken to resolve technical queries.

Your Client Survey 2018 feedback also suggests Lineal is being used for a wider range of IT expertise than ever before – with more of respondents recognising our capacity to deliver phone systems, broadband, leased lines, Wi-Fi networks, SQLWorks business software and a whole range of Cloud IT services.

There were also areas for improvement: a small minority of you (14%) still felt our customer service had been ‘OK’ – a rating we’ll be working hard to exceed with some new processes for sharper communication, monitoring task completion, and ensuring timely confirmation.

Lineal moved into new offices in central Barnstaple this year, and we want this to help deliver a better service for our customers.

As always, thank you to everyone who responded to our Client Survey 2018 – a wide variety of constructive feedback helps us immensely to focus on key areas of improvement.

Kind and constructive comments are always helpful – here were some of our favourites.

– Always helpful, would recommend the Company to others. Thank You.

– Good team of people and we now use Lineal for most if not all our IT, software, phones and support. It’s good to have in one place and generally we are very happy with the overall service.

– All seems OK, call outs prompt and service great.

– Generally resolve issue promptly and friendly team.

 

For Lineal IT Support expertise and advice, please contact our team today.