As I said in a previous post, we are currently working on growing our support team at the same time as improving our performance.
With this in mind I would like to let you know just how important it is for us to receive your feedback, as this one of the main ways in which we can understand where our gaps are and how we can improve.
Unfortunately, so far we had a rather low answer rate on our surveys, which didn't allow us to extract very significant data on our performance.
This is why I come to you, and I kindly ask you to fill in the surveys you receive after the interactions with our support team every time you have the chance to do it (you have a link to the survey in each email you receive for the cases we close - please see the picture below) . This would help us a whole lot.
Please let us know when we perform well (4 & 5 marks) so we can know when we progress and when you see room for improvement (1, 2 & 3 marks) and let us know as detailed as possible which are the gaps you found.
In this way we will know when to praise our supportees for a job well done, and when & how to course correct.
Thank you in advance for your help.