Scomis Customer Satisfaction Report (1st April 2016 to 31 st March 2017)

Transcription

1 Scomis Customer Satisfaction Report (1st April 2016 to 31 st March 2017) Training and Consultancy Services Scomis provide a variety of training and consultancy services to the professionals in supported schools. These services are delivered in the best way that suits the customer, by face to face on-site, by remote one to one, by joining a Webinar, by signing up for a formally delivered course in a venue near to the school or by attending one of our termly User Group meetings. Scomis has been delivering training of this type to professional staff in schools for over 29 years with a high level of satisfaction from the customers. The Scomis Customer Service Standard target for overall customer satisfaction is 95%. The figures for compared with are as follows: The reduction in the amount of courses for is partly due to many Scomis Presentations being delivered by WebTrain. In this period 11 Webinars were delivered, 92 delegates received training via LIVE Webinar. Customers who were unable to join the LIVE Webinars could watch a recording, so this figure will increase by taking those additional delegates into account. Training Satisfaction Questions How satisfied were you that the course delivered the outcome it promised and that it will help you to deal with any problems that may arise? Target 95% Performance Performance % 97.65% How satisfied were you with the booking process? Target 95% 98.82% 97.62% How satisfied are you that the course ran to the published timings? Target 95% How satisfied were you that the trainer was competent and treated you fairly? Target 95% How satisfied were you that the information given out on the course was accurate, comprehensive and included ways to keep you up to date? Target 95% How satisfied were you that the trainer was friendly, polite and sympathetic to your needs on the course? Target 95% How satisfied were you that your training venue was as clean and comfortable as possible? Target 95% 97.89% 96.98% 99.77% % 99.06% 98.65% 99.76% 99.66% *89.88% 97.31% Page 1 of 10

2 How satisfied were you with the course overall? Target 95% 97.16% 99.66% Year Number of courses Number of delegates Examples of compliments received during this period: This was a step by step comprehensive course All questions I had were fully answered with examples Scomis always deliver their courses extremely well and I always come away with useful tips to use back at the office Very friendly; willing to answer all questions; very professional Excellent trainer, knowledgeable without using jargon Customer Feedback Scomis recognises that customer feedback is an opportunity for us to learn and improve. We are committed to focusing on the needs of our customers and using customer feedback to improve our services. We value feedback about our services, recognise the right of our customers to make a complaint, compliment or suggestion about our services and encourage them to do so and we have reviewed and revised our Feedback Policy. All complaints are taken seriously and where practical, will result in changes to Scomis internal processes. Scomis continue to welcome and encourage customers to provide feedback about the Scomis customer experience. On-site Training, Consultancy and Technician Time Visit Services Scomis staff provides a number of on-site services to customers when visiting schools. These services include face to face training, managing a change in business processes, fixing a technical fault and installing a complete network infrastructure. Scomis has been visiting customers to provide services of this type for over 29 years with a high level of satisfaction from the customers. The Scomis Customer Service Standard target for Page 2 of 10

3 overall customer satisfaction is 95%. 682 survey requests were sent and 79 responses received. The figures for compared with are as follows: Visit Satisfaction Questions Performance Performance How satisfied were you that the visit delivered the outcome it promised and managed any problems that occurred? Target 95% How satisfied were you with the timeliness of the booking process and the visit on the day? Target 95% How satisfied were you that the member of Scomis staff was competent and treated you fairly? Target 95% How satisfied were you that the information provided during the visit was accurate, comprehensive and met your needs? Target 95% How satisfied were you that the member of Scomis staff was friendly, polite and sympathetic to your needs on the visit? Target 95% How satisfied were you with the visit overall? Target 95% 97.00% 98.75% 95.00% 97.50% 99.00% 98.73% 99.00% 97.47% 99.00% 98.73% 98.00% 98.73% On-site Visits Year Number of visits Number of locations Examples of compliments received during this period: The service has been outstanding throughout - over and above at every stage and we have been extremely pleased with the works done. Page 3 of 10

4 Everyone is extremely satisfied - it couldn't have been done better. Lots of great ideas and fantastic service The analyst is very professional and very experienced and knowledgeable of our school and systems. The service he provides is always exceptional. Patience, competence, humour, professional attitude, perfect timing - it couldn't have been better Excellent communications, full explanations, sound advice given. The analyst knows his stuff and gave me good advice from his many years of experience as an engineer. The analyst is extremely competent, knows what he is doing and endeavours to complete any extra requirements that the school needs putting in place. Great service, very knowledgeable and solved a problem that had been baffling us for a while! The analyst was very helpful with the problems we had, and helped me come to some decisions as to what to do next to solve the problems and how to move the school forward. Scomis came in very quickly with not much notice period from us. Very understanding of the process and upheaval for staff of a whole new server and computer system; knowledgeable, very polite and personable. Scomis Service Desk Customer Experience Survey The background The Scomis Service Desk Customer Experience Survey went live on 10th September A link to the survey is included on the sent to customers upon resolution and is sent by all teams in Scomis. The information received from our customers allows Scomis to accurately measure satisfaction for all teams and identify which call the survey response relates to should further investigation be required. The satisfaction rating of 95% has been achieved in all areas. Customer Feedback Our Scomis Customer Service Vision Statement highlights that we are committed to developing your insight so that we can understand your experiences and measure your satisfaction levels and that will develop our services around your expectations and use your feedback to shape the services we deliver now and in the future. Scomis have taken the view that Fairly Satisfied, is an expression of dissatisfaction and we are now logging all dissatisfied customer responses onto the Customer Management system allowing us to gain valuable insight about our Page 4 of 10

5 customer needs and preferences, address any issues and where possible make service improvements to better meet our customers needs and preferences. For the period 508 responses were received. The benchmark of satisfaction we aim to achieve is 95%. Scomis Service Desk Customer Experience Survey Questions My contact with Scomis was handled in a competent manner and I was treated fairly. Target 95% The information I received was accurate and comprehensive. Target 95% My call was handled politely and sympathetically to my needs. Target 95% Overall I am satisfied that Scomis responded quickly and effectively to my enquiry. Target 95% My contact with Scomis provided the outcome as promised by the service. Target 95% 2016 Survey 2017 Survey 98.11% 97.83% 96.85% 97.25% % 98.43% 98.12% 97.24% 97.46% 97.00% Examples of Compliments received during this period: Scomis have not let me down yet! They are very patient and helpful. Very helpful and informative, First class service - quick & professional. Service and queries always dealt with politely and efficiently Brilliant - just what I wanted. Call handled perfectly. Love the Scomis team as they are so helpful - always, every time regardless of who I speak to. Excellent service 1 min and was back to work with problem solved My contact with Scomis is always been great. Please don't change that as your customer service is brilliant. Always a friendly voice at the other end of the line and if whoever it is doesn't know the answer someone else close by always helps Page 5 of 10

6 Scomis Annual Customer Satisfaction Survey The Scomis annual customer satisfaction survey was sent out to 20,402 customers by from Survey Monkey on 6th of January This supports that our methodology provides us with a reliable and accurate reflection of our customer s views. The survey contained 12 questions that were designed to ask our customers about their satisfaction with Scomis services over the last 12 months. The questions were constructed to ascertain the levels of customer satisfaction using the Cabinet Office Five Drivers of customer satisfaction. (Delivery, timeliness, professionalism, information and staff attitude) as mentioned in the Customer Service Excellence Award Scheme. The survey closed on the 10th of February It was completed by 597 customers who came from a range of Scomis customer categories. In this reporting period only responses marked Very Satisfied or Satisfied have been taken as a satisfied response. The questions were amended slightly for 2017; therefore we are unable to compare the 2016 and 2017 directly. Please find below the tables for each year. Annual Customer Satisfaction Survey Questions How satisfied are you that we have delivered the service we promised? Target 95% How satisfied are you that we dealt with any problems if they arose? Target 95% How satisfied are you that we responded promptly to your initial contact? Target 95% 2017 Survey 92.65% 91.27% 94.59% How satisfied are you that the right person dealt with you? Target 95% 93.65% How satisfied are you that our staff are professionally competent? Target 95% 95.52% How satisfied are you that Scomis staff treated you fairly? Target 95% 98.11% How satisfied are you that the information we gave you was complete and accurate? Target 95% How satisfied are you that you were kept informed about progress following your initial contact? Target 95% 92.16% 93.11% How satisfied are you that our staff are polite and friendly? Target 95% 98.81% How satisfied are you that our staff are understanding and sympathetic to your needs? Target 95% If you have visited Scomis premises how satisfied were you with the venue and facilities? How satisfied are you with the overall service that Scomis provided in the last 12 months? 95.47% 97.17% 92.11% Page 6 of 10

7 Annual Customer Satisfaction Survey Questions How satisfied are you that Scomis delivers the promised outcome(s) and deal with any problems if they arise? Target 95% How satisfied are you that Scomis responds immediately to your initial contact and deals with the issue(s) quickly, without passing it (them) on between staff? Target 95% 2016 Survey 88.07% 86.72% How satisfied are you that Scomis staff are competent? Target 95% 92.69% How satisfied are you that Scomis gives you complete and accurate information that meets your needs and preferences? Target 95% How satisfied are you that Scomis staff are polite and friendly? Target 95% 88.42% 97.36% How satisfied are you that Scomis staff treat you fairly? Target 95% 96.80% How satisfied are you that Scomis staffs understand your needs? Target 95% Have you visited Scomis' premises / venues / facilities in the last 12 months? Target 95% How satisfied were you with the physical environment at the Scomis premises / venues / facilities? Target 95% How satisfied are you with the overall service that you have received from Scomis in the last 12 months? 89.30% No 69.25% Yes 30.75% 96.52% 91.45% Customer Feedback Our Scomis Customer Service Vision Statement highlights that we are committed to developing your insight so that we can understand your experiences and measure your satisfaction levels and that will develop our services around your expectations and use your feedback to shape the services we deliver now and in the future. Scomis have taken the view that Fairly Satisfied, is an expression of dissatisfaction and we are now logging all dissatisfied customer responses onto the Customer Management system allowing us to gain valuable insight about our customer needs and preferences, address any issues and where possible make service improvements to better meet our customers needs and preferences. Our benchmark of satisfaction that we aim to achieve is 95%. Examples of Compliments received during this period: Most responses also included comments in the boxes provided. Where necessary, these have been followed up by staff with individual customers. Here is a selection of comments received: Cannot fault the help I receive every time I phone for advice. A great team! Page 7 of 10

8 For day-to-day help and support Scomis is fast, efficient and helpful. I contacted Scomis a number of times regarding Workforce Census and for all but one of my queries the matter was resolved speedily. I did have a query arising from a training on personnel I attended which has not been explained to me but I found a way to get the results I needed in Workforce Census (apparently there is more than 1 way to achieve the required figures). Absolutely brilliant service. Cannot fault it. Respond promptly and knowledgeably and a great assistance in getting any problems that I have sorted. Feel totally confident that when I pick up that phone I will get the help I need and at the time I need it, no hanging around for call backs. To get this service is very important in the job that I do and having experienced many other company's idea of "customer service" I think they should get some lessons from Scomis. I found that my requests for help were met with calm and friendly and the confidence in handling my call very reassuring. I have stated before I am very impressed and have confidence that if I need help someone will know the answers. It is easy to contact Scomis and I have found that the person I first speak to first in most cases is able to answer my query. Very happy. We find the newsletters very useful. They are posted on our website, in our staff room and go out with our newsletter. They help us as a school keep our parents and community up to date and informed with current issues regarding online safety. We have also asked advice from Jane McFall. Not only has she responded quickly by giving us relevant links that we can use for training she has also called us to discuss the issue. To have a specialist in online safety who can advise you is imperative and we can't get it anywhere else. As a new user to Scomis I have been completely satisfied with the level of service that I have been offered. I have been a very regular user of the helpdesk system and the staff are always extremely helpful and patient with me. They have guided me through some very difficult and complicated procedures which I would not have been able to complete without their help, for which I will always be most grateful. Excellent team who provide an excellent service. I can't imagine how we would manage without you! As always, the service provided, information imparted and staff professionalism and friendliness far exceeds that of any other company's I have to deal with. It is a pleasure to call the Service Desk because I know that the person I speak to will be polite, helpful and friendly. And on the odd occasion that the initial point of contact is unable to resolve the issue they are always quick to point out that the call will have to be escalated to someone else who is invariably handed over straight away. You should be really proud of your service...i just wish other vendors had the same ethos as Scomis. An amazing technology service: many queries have been speedily answered over the Page 8 of 10

9 phone on my first call by patient (very patient when I swapped to being centrally hosted - there were several calls on my part!) knowledgeable staff. I couldn't do my job without your support! Thank you to every single Scomis employee! The phones are answered promptly, the staff are polite and knowledgeable and really helpful and, not least, they are patient with those of us who are not tech wizards. I try and sort problems myself, but if I can't, I have no worries about phoning for support. Well done Scomis, keep up the good work! Scomis always provide outstanding customer service and are 100% reliable. Always a polite and courteous service. We could not be without Scomis! I like the fact that 95% of queries are answered in one call, the remote access is key to this support and allows me to get on with my work much more quickly. I am very happy with the service I receive from Scomis. I have taken on a new role in my job and have been stuck with a few things. Scomis are always very helpful and always resolve any problems. I would be lost with Scomis! :) Scomis continue to offer our school a fantastic level of service and support. The friendly approach, using well trained and experienced staff, gives us great faith in the entire service provided. The openness of Scomis in the way they communicate using regional focus groups is testament to their ongoing drive to improve and develop for their customers. I started a new role as pupil data administrator for a school within the last year, and while I knew the basics of using SIMS there were a number of things I needed help with when getting started. I phoned the helpdesk several times and each time the member of staff I spoke to was very helpful and able to resolve the issues I had called about. I am much more confident in using SIMS now but it's great to know that there is a really good support service in place if I need some help. Always helpful, polite and willing to go the extra mile. sometimes frustrating that on a query they take you back to basics when you explain you have done all of the simple fixes, however, understandable as well because they have to establish a base line to start the process from. I have dealt with Scomis many times over the past few years, but this year especially as I have taken over as network manager they have been invaluable to me and have helped me get out IT department back on track. Keep up the good work. Scomis support puts other companies to shame. Scomis provides a timely, professional service that is of paramount importance for a busy school. Scomis always provide a brilliant service with 99% of the queries/problems I contacted Page 9 of 10

10 them about dealt with and solved on the initial telephone call. If problems are more involved then they need to consult a colleague, they always keep me informed and I have never had to wait longer than a working day to have the issue resolved. Far superior than Capita. So pleased we moved to Scomis hosting Version 1 03/04/2017 Page 10 of 10