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How are we doing? Support survey results

We know it's easy for any company to say they care about their customers, but we wanted to do more than this. We've built our business on offering courteous, helpful technical support - so in April and May this year, our Support Manager has been running a survey. We asked our customers how they rate our service. Here are the results.

When you ask us a question, our aim is to give you professional and friendly help, and to make sure we are giving you the most benefit we can from our software. We want you to be satisfied that your questions are answered by a knowledgeable member of our team. We're committed to being honest up front if we've made a mistake, and we also try to think around the topics that you raise with creativity. We hope that on the really tricky puzzles to the very simplest questions, you'll enjoy dealing with us!

So, how are we doing? We asked the following questions at random when we resolved support tickets in the last few months. There was no obligation to respond, and we encouraged completely honest responses to be made.

How satisfied are you with the speed of our response to your issue?

93.33%
6.67%
0%
0%
0%

How satisfied are you with the level of help your received for your issue?

81.25%
18.75%
0%
0%
0%

How knowledgable about the IMS product did you find the support engineers you dealt with?

93.75%
6.25%
0%
0%
0%

How would you rate the level of professionalism and courtesy you received?

93.75%
6.25%
0%
0%
0%

How satisfied are you overall with the Third Light support experience?

86.67%
13.33%
0%
0%
0%

How does the service you received compare to that of other companies?

  • Better than most: 29 responses
  • Average: 1 response
  • Worse than most: 0 responses

Overall result

In total we received 30 responses, and the average rating they gave us was: 89.75%.

The majority of survey results being from customers who have been using Third Light for between 6 months and 1 year. We we would like to acknowledge those clients who responded for their feedback. We're pleased with the results of our survey, but until it's perfect we'll keep working hard to create an even better support service for you!

With thanks,

Steve Holland,
Third Light Support Manager


DAM - Digital Asset Management Training