Bytemobile Customer Support Proudly Maintains High Customer Satisfaction Ratings
In 2008, Bytemobile began tracking customer satisfaction by emailing its customers a brief transactional survey on closure of a service request. The survey asks respondents to grade Bytemobile Customer Support in six areas:
- Response Time
- Resolution Time
- Solution Effectiveness
- Staff Technical Knowledge
- Customer Service
- Overall Satisfaction
On a 5-point scale in which a rating of 5 is “Excellent”, Bytemobile Customer Support’s cumulative average across all areas is 4.26 and has not fallen below 4.2 since inception of the surveys. A review of the individual scores shows 97.6% overall satisfaction in all areas of support.
Warren Simpson, vice president of Worldwide Customer Support, attributes Bytemobile’s success to listening to its customers’ needs:
We have invested a lot of time and energy in building an infrastructure of service excellence that is driven by input from our customers. One very important piece of this infrastructure is our customer support survey process, which acts as a key feedback loop for how our customers rate our performance on every support interaction. However, the most critical piece is how we use and react to the feedback by building specific, individual customer corrective action plans to address our customers’ needs and concerns.
-Tony Gambacorta
Tags: customer support
June 23rd, 2010 at 10:41 am
Does the T-Mobile internet Manager has any conflict problems with Symantec Endpoint Protection? Does it prevent the Microsoft login process not to work? Does it cause problems for shared drive mapping in a Miscrosoft Networking environment? When it is loaded on the PCs in the environment, it does not allow network shares to work or the login process to operate.
August 11th, 2010 at 12:40 pm
@Carlton - Please contact your T-Mobile customer support representative.