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At Prism, we know that the best way to connect with our customers and to build loyalty is to provide great service through quicker resolutions, improved service and a better overall customer experience. For that reason, every year we measure our performance to identify areas that need attention or improvement.
One area we always look at is faster response, for both our remote and onsite teams. This year, we’re proud to say that on timekeeping we are above the industry average scores for both remote (+.68%) and onsite (+4.73%) delivery.
There’s nothing more frustrating than having to call multiple times to resolve one problem. We asked customers to rate us on call resolution and are please to achieve above industry average scores on remote resolution (+2.25%) and onsite resolution (+5.46%).
When it comes to professionalism, Prism source the best staff and treat them well so that their experience and knowledge stays with us for many years. From the impressive score customers gave us for technical ability and professionalism, it seems that you agree. We scored as follows: on-site technical professionalism (+5.59%) and ability (+6.49%). Then for remote support professionalism (+3.56%) and technical capability (+2.90%).
What matters most to us is that as a customer you are satisfied with the service you receive from us and our survey results showed that we are above the industry averages for both remote (+2.27%) and on-site (+5.91%) customer satisfaction.
Overall, across all measured areas we are 5.86% (on site) and 2.26% (remote) above industry averages, delivering outstanding service to you every day.
Remember, if you do have any concerns that need addressing, our support team are always on hand to help.
Together, we work smarter, not harder.