Every month we receive feedback from our customers, which feeds Scomis’ continuous improvement. Scomis is a learning organisation, and we value and act upon the insights our customers take time to share with us.
How Scomis gathers feedback
We send a follow-up email when we resolve any customer issue. An issue might be, for example, a request for training, logging an issue, or a quick “Help, how do I…?” The email asks each customer to send us their feedback on the service they have received from Scomis.
Customers are asked for two pieces of easy-to-give feedback to help us continuously learn and improve. Firstly, a structured rating. Customers are asked to select from Gold Star (Excellent), Green Light (Good), Yellow Light (Average), or Red Light (Poor). Secondly, any comment they’d like to share in their own words.
Customer ratings
Scomis customer satisfaction target is 95%. As you can see here, our customers rated us at 99% for May 2023.
94% of the feedback was rated as Gold Star and 4.5% as Green Light.
Hearing what our Scomis customers say
We’re there with the help our customers need, and our customer feedback supports this. We will continue to offer top-level support and continue to improve throughout 2023.
Here is a selection of written feedback, verbatim, with thanks to all our customers and especially those who have take the time to rate Scomis’ service and write down their views for us.
A selection of compliments from our customers during May
| Gold Star | Thanks for your help |
| Gold Star | As always friendly staff who are always happy to help and reassure. Thank you 🙂 |
| Gold Star | Thank you |
| Gold Star | The analyst was extremely helpful, cheerful over the phone & resolved the problem very quickly. |
| Gold Star | Brilliant explanation and clear instructions on how to solve the problem. Thank You |
| Gold Star | A huge thank you for getting it all sorted, will save me time and energy so much appreciated. |
| Gold Star | My issue was dealt with quickly and patiently and the instructions given were very easy to understand. |
| Gold Star | Very knowledgeable, quick and efficient, thank you. |
| Gold Star | The instructions were easy to understand which reflect the analyst skills and helpful attitude. Thank you Emily! 🙂 |
| Gold Star | Helped me you no end. Saved me a huge amount of time exceptional service |
| Gold Star | Excellent |
| Gold Star | Quick and patient. The operator explained things really clearly. A great help |
| Gold Star | Extremely knowledgeable and informative. |
| Gold Star | Very helpful with a lovely manner. |
| Gold Star | Thank you for resolving this so quickly. |
| Gold Star | The analyst was extremely polite, helpful and she explained the issue very clearly. She came up with a couple of suggestions as well. |
| Gold Star | The analyst was a pleasure to talk to and dealt with my query excellently |
| Gold Star | Friendly, quick and helpful. |
| Gold Star | quick and helpful resolution |
| Gold Star | A very positive attitude every step of the way. I felt assured that the issue would be resolved, which it was. Thank you. |
| Gold Star | AWESOME as always – THANK YOU |
| Gold Star | The member of staff provided exceptional service. She was very understanding, provided clear and concise instructions and explained all the actions that she had to take. Thank you so much! |
| Gold Star | Many thanks to the anlayst for sorting this out for us, |
| Gold Star | So helpful and didn’t mind that I was being a bit thick! |
| Gold Star | the analysts were just so lovely, both really patient |
| Gold Star | My issue was identified quickly, instructions were clear and lady was very helpful. Thank you |