The opinions of our customers are important to us, and we strive to make every interaction with them the best it can possibly be, whether thats during the initial sales process, through implementation, or any ongoing support requirement,
To ensure we achieve this objective, we implemented C-SAT measurement in August 2020, linked to an automated ticketing system which prompts customers to provide simple feedback on how we’re doing after every ticket raised, simply by clicking on one of three “smileys” like those below.
We’re pleased that since implementing this measurement, we’ve enjoyed consistently high (93-95% positive) feedback and we’re constantly reviewing our scores to see how we can continue to improve. That’s one reason you’ll see our live score on every page of our website. Few of our competitors are confident enough to do the same.
But there’s more to it than smileys and numbers: Our 24-Hour TAC (Technical Assistance Centre) is on hand throughout the day and night to meet the needs of our customers and ensure they are fully supported with whatever issue they may have.
But don’t just take our word for it – read some of customers’ quotes below:
“Very impressed that I received regular and informative updates during a major service outage. Didn’t have to keep chasing, and got the update when I was told I was going to get it which made communications at my end with the wider business a whole lot easier.”
“Excellent service by ONI, very professional and assisted with the issue and resolved it in a very quick way. Fantastic support.”
“ONI were instrumental in the resolution of this issue”
“All done super quick thanks to excellent instructions”. Thank you ONI.