Customer Surveys
Did you know that when a client’s reference is closed a customer survey is automatically sent to the client? Our Customer Surveys allow clients to give PCS feedback by answering 7 brief questions that cover topics such as how professional and knowledgeable the customer service agent was, or the timeliness of customer service response.
Our Customer Surveys assist management to determine employee performance and are a useful tool in developing and improving our quality of service and products.
The following graph reflects the responses received from Jan 2010 through June 2010. The areas reported are, from left to right:
A - Timeliness of Initial Response.
B - Was a resolution Clearly Communicated?
C - Timeliness of Issue Resolution.
D - Overall Handling of your support request.
E - Was your support specialist Courteous and Professional?
F - What was their Level of Technical Knowledge and Skill?
G - Were Follow-up Commitments completed?
In addition to questions, clients can enter their comments. Over 97% of the comments, which are reviewed by our management staff, were very positive and those which were not complimentary contained constructive suggestions. Here are some examples of what clients are saying about our staff and services:
Always a pleasure working with the folks at Prime!
Your Technical support people are tremendous...nothing but praise for them.
My support specialist, Carole Hawkins was extremely patient, kind and always courteous. She responded and resolved every issue in a timely manner. I am very pleased with the services she provided, thank you.
Awesome. It is a pleasure working with Michelle. Even when I'm having a bad day. She gets me thru the computer headache... with all my hair still intact.
Thanks, Stacey
Very informative hour I spent and addressed all of my concerns. Great program and even greater support staff. Thanks
Todd and I were dealing with 2 issues. He had a fix for one, and suggestions to try for the other. They did not work, but I am confident that he will continue to follow up with me as needed until we do get it fixed.
Thanks William as always you are awesome!
I couldn't survive without Celeste. She is always pleasant, helpful and wonderful. I enjoy talking to her. She is amazing with all her knowledge of the systems. She explains everything in detail but not in a condescending manner. She's great!!!
JUNE ALWAYS ROCKS!
Andrew has helped with this recurring problem a few times. Today he got me the info I needed to review the underlying problem and fix it for myself. I'm always pleased with Andrew's level of support and willingness to help me find the tools to fix my issues on my own.
I don't always take these surveys, but I almost always get Katarina. She's wonderful each and every time!
Laura called to verify how my instruction session went. I found the service very useful and her to be very responsive and professional.
Always a pleasure working with your representatives -- they're knowledgeable; clear in explaining the problem; and they are nice!
AS ALWAYS, GREAT SERVICE! RANDA IS WONDERFUL!
Prime Clinical is rated #1. If I have my way our office will always stay with this company. G. Lesina, Office Manager
Everybody has been very helpful and the going live experience has been a great positive one.
Michelle has the patience of a saint! She was great!
Your responses, comments and suggestions are always appreciated, and we would like to thank everyone who has returned the surveys and encourage others to do so. With your input we are able to continue improvement for both our products and service we provide.
Sincerely,
Diane Bridges
Director of Support