Have you ever questioned the authenticity of the high customer satisfaction (C-SAT) scores that IT companies proudly display on their websites? Do these scores truly reflect the quality of service, or is there more to the story? Let’s explore the reality behind these numbers and uncover a surprising truth.
Many tech companies boast impressive C-SAT scores, but the truth is that these scores often don’t tell the whole story. One major issue is the low participation rate in customer satisfaction surveys. Think about it—what happens when you click the unhappy face on a survey? More often than not, nothing happens. This lack of response can discourage customers from participating in future surveys, leading to skewed results that don’t accurately reflect customer sentiment.
With low participation, it’s easy for companies to manipulate their C-SAT scores to appear more favorable than they actually are. This creates a misleading picture of customer satisfaction and can make it difficult for potential clients to make informed decisions.
However, there are exceptions. Some companies have found ways to ensure high participation rates and genuine feedback. For example, Resonant Technology Partners has implemented a system where 3 engineers within our organization are notified when a client clicks the mid or unhappy face. In Addition, the end user is called that clicks a mid or Unhappy face along with our CEO and the primary contact with it the client’s company. This proactive approach ensures that issues are addressed promptly and that customers feel heard and valued.
By consistently measuring themselves against a group of 77 large Managed Service Providers (MSPs) across the country, Resonant Technology Partners has achieved one of the highest participation rates in their C-SAT surveys. This means their high C-SAT scores are a true reflection of their commitment to exceptional service.
In conclusion, while many IT Support providers may flaunt impressive C-SAT scores, it’s important to look beyond the numbers and consider the participation rates and feedback mechanisms in place. Genuine customer satisfaction comes from a commitment to addressing issues and valuing customer feedback, not just from manipulating survey results.
If you’re ever in doubt about the authenticity of a company’s C-SAT scores, ask to log into their survey software to see the actual participation rates. If the IT support firm declines, it’s an obvious sign their numbers might be cooked up.
David Walter is an author, speaker, and sales trainer. His claim to fame came from a cold-calling hot steak, during which he set 15 appointments a day for six months straight. He later ran a marketing call center, helping companies make millions. His book is a # 1 Best-seller on Amazon. He is now the VP of Growth at Resonant Technology Partners, a Lyra Technology Group Company.