Trust Smart CT
Using insights from customer surveys to improve our services
Delivering exceptional
customer service
to keep technology connected
In a smart, connected world, businesses need to be able to rely on a smart partner.
We know that when you have problems with your IT you need someone to fix the issue quickly, that’s why we’ll send a highly experienced engineer and certified parts rapidly.
To gather feedback, we send three separate surveys; a bi-annual survey, a field engineering survey after an engineer has visited a site, and a final survey when a ticket has been closed. A full breakdown of these results are below for you to download.
Customer satisfaction
Download survey breakdown
Our comprehensive surveys
At Smart CT we go the extra mile to deliver exceptional customer service. In addition to sending out bi-annual surveys to gather valuable feedback, we have implemented a proactive approach by dispatching surveys immediately after a field engineer completes a job. We also send a final survey after a ticket is closed to ensure that everything has gone smoothly and enables our customer to provide their feedback.
Bi-Annual Survey
We issue a bi-annual survey to gain a comprehensive understanding of service performance, our service portfolio and satisfaction levels over time.
By conducting these surveys twice a year, it enables us to proactively identify areas for improvement and refine our service offerings.
Field Engineering Survey
As soon as an engineer has completed a visit to site, we ask the customers for their immediate feedback.
These surveys are essential for assessing on-site service of our engineers and to help us to ensure the success of these projects immediately. Over 1,000 responses were received in the first 4 months.
Closed Ticket Survey
After completing a customer’s request, we send a closed ticket survey that allows us to gather feedback on the effectiveness and satisfaction level of the support process.
This information is invaluable for us to identify areas where we can improve, refining response times, and enhancing overall customer service quality.
Our shared values
Positivity
We strive to approach everything with energy and enthusiasm
Preparation
We’re focused, firstly we plan, then, we executive with customer first focus
Curiosity
We commit to continuously learn and act with curiosity and desire
Continuous Improvement
We are accountable to our own continuous improvements and collaborate to succeed
Consideration
We operate ethically and value diversity, equality and inclusion to make everyone feel welcome and supported
Continuous improvement
One of our shared values is continuous improvement, and your feedback matters. Capturing information through our customer satisfaction surveys plays a pivotal role in the ongoing improvement of Smart CT and the services we provide. The insights we receive from these surveys are read and considered to help us refine our approach for you and your customers.
Smart is trialling deliveries by drone for when it’s the best way.
