7. Seek Feedback And Follow Up—Always
Most solution providers agree that one way to ensure customer satisfaction was seeking customer feedback.
The Fulcrum Group tackles this by conducting a survey using gift cards as incentives.
“When a ticket is closed, it sends out a survey. We give away gift cards and sometimes Dallas Mavericks tickets to encourage participation,” said Meek. “Our management team reviews all surveys and feedback at management meetings. The engineering team discusses surveys at engineering meetings. Each engineer also has a survey score across all their clients, which gets discussed at monthly one-on-ones.”