GFORCES, a leader in providing digital technology, marketing and consultancy services, is striving to set new standards in customer satisfaction.
With regular monthly increases in their client satisfaction surveys throughout 2016, the new high of 99.1 per cent for June was a welcome but perhaps not surprising endorsement of their unwavering client focus.
‘GForces is committed to providing our clients with the best possible service,’ said Giles Smith, the group MD. ‘Our support team is comprised of highly skilled individuals who have an intimate understanding of not just our products, but the pressures our clients face on a daily basis, too.
‘The blend of expertise and empathy they offer has undoubtedly helped us achieve such spectacular scores, and I have complete faith in the team closing the gap on 100 per cent satisfaction in future.’
Out the total 2,800 tickets raised in June, the customer service team based at Corbin Business Park in Maidstone saw four per cent fewer issues raised overall, a 36 per cent reduction in backlog, an 11 per cent increase in positive ratings and a 50 per cent reduction in negative scores. These figures contributed to a new overall high score of 99.1 per cent – an impressive 28 per cent of all tickets were resolved on a first-hit basis.
Smith added: ‘Here at GForces, we insist upon a two hour response time for maximum efficiency. The team have managed to reduce even that, with our average first time response now under ninety minutes. We are setting new standards for ourselves every month.’
With dedicated staff on hand from 7am to 7pm during the week, and 7am to 3pm on Saturdays, GForces offers what it describes as 7-7-6 support. This means the team is available before, during and after the usual business hours of its clients in the automotive industry.
Smith continued: ‘We are very proud of what the team have achieved and in their dedication to our clients. Our continuous improvement in performance and seamless delivery of customer service is what has made us an industry leader. I know 100 per cent customer satisfaction is possible for GForces and we will continue to strive for it.’
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