One quick question about AIMMS Customer Support
If you ever asked a question via firstname.lastname@example.org, you’ve probably seen a message with the title “One quick question about AIMMS Customer Support” after your issue was closed. In this message, you’re asked to rate your recent customer service experience by clicking on one of four different options. I would like to explain how we use this information in this blog post.
The number of positive (green and gold) responses (among the last 100 responses) is a Key Performance Indicator for our customer support team. This number is visible on the big KPI boards in both our European and US office. So, don’t hesitate to take a look at the board the next time that you’re in one of our offices. This information is updated in real-time, which means that this number will change directly once you send in a response. This number is not only visible inside our office, but it is also available to everyone with internet access. This picture is updated in real-time with the latest status as well:
But we don’t only track the percentage of happy customers, we also look at the percentage of different statuses (among the last 100):
We’re happy to see as much positive responses as possible, but if our handling of your question was not satisfactory, we would like to know as well. This gives us the opportunity to improve our processes.
The first thing that we do, once we get a negative response (Yellow or Red), is to make sure that the issue is solved adequately. We do that by reading your comments, if provided, or by asking you if there is anything that we can do to resolve the issue. At the same time, we investigate what happened in this situation to understand what we could’ve done better. These learnings are discussed in our weekly client support meeting. After that meeting, these learnings are shared on our internal Yammer page, so that everybody can see what happened and what we’ve done to prevent it in the future.
I hope this helps you understand how we use your feedback, we value it greatly! Please continue to provide your feedback to us, either via this one question survey, by email or by phone.