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SmileBack

By March 12, 2018 Blog

In case you have not noticed SWK Network Services has recently implemented a one-question survey to all closed support tickets. Now, at the close of each issue, you will receive an email letting you know that we’ve completed your ticket. In that email there will be three smiley faces like this:

We would really appreciate if you’d click on either the green, yellow, or red smiley face to let us know how we did. Green = positive, Yellow = neutral and Red = negative.  It’ll only take a second! You’ll then be able to leave a comment if you’d like to detail the reasons behind your reaction.

This will help us to ensure that you’re satisfied at the end of every service ticket and that we’re offering you the best possible service. We had previously been using the ConnectWise survey’s before and barely getting any responses because you would have to read and rate about 5 questions.

Since implementing SmileBack our response rate has increased significantly. We would like to encourage you to submit your feedback after every ticket. We are looking for constant feedback to make sure our clients are happy with our service delivery.