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ANS awarded Cisco Customer King Status
Mon 2nd Mar 09 - 15:51
Quick feedback is great, but there’s no substitute for seriously in-depth research. ANS Group supplies hardware and software to businesses, and is a firm prepared to obtain lengthy customer service reports from clients.
ANS Group Managing Director, Paul Sweeney explains:
“The development that’s had the greatest effect on our service is the implementation of a detailed questionnaire that we send out to IT directors of all our clients. Each survey takes between 20 and 30 minutes to complete, so gathering responses is a considerable task for our relatively small marketing team. We contact each IT director individually, asking them to be completely honest. Frustratingly, our customer focus means that many of our respondents want to give us positive feedback; but we rely on gathering frank, detailed information on how we can improve.
“We’ve developed a generic customer survey that we send to customers, including Microsoft, VMWare, Hitachi and Novell. As a result, our customer service has been brought up to a whole new level.”
IT suppliers rely heavily on proving their competence, and these surveys have won ANS a Cisco Gold Certification and a Cisco star for outstanding customer service. “We have the evidence that our customers love what we are doing: our measure of satisfaction runs at 4.8 out of five, compared to an average among other Cisco Gold Partners of 4.3 out of five.”
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Source: Real Business