Client Satisfaction
A SupportCare service you can rely on
At JMC we’re aware of the hugely detrimental impact insufficient IT support can have on an organisation’s operations because our clients often share with us their experiences of previous IT partners. That’s why we want to make sure our clients are completely satisfied with our SupportCare service. Word of mouth spreads fast and we would hate to be the last to know if our support levels drop anything below the exceptionally high standards with which JMC has become synonymous.
We simply couldn’t find a comparable service locally that offered the same breadth of expertise and products as JMC. Their remote support service is exceptional and we know we can rely on them to deliver on the day-to-day issues as well as make a valuable contribution at a strategic level.
Duncan Wolley, Director, Yarl Hydracentre Ltd.
Putting our SupportCare service to the test
Each year we invite our clients to rate our performance across all areas of our service offering, with questions specifically tailored to assess our SupportCare levels. Feedback suggests we give a consistently good service but we never grow complacent. We always strive to surpass client expectations and use the survey as a chance to learn how we can become even better.
The results speak for themselves
When clients were asked to rate our performance on scale of 1 to 10 against the following criteria over 50% responded and their scores show we’ve raised the bar even further – on all fronts - over the last two years:
But while the annual survey gives us valuable insights into our overall performance, we know how important it is to keep a daily check on our SupportCare service. To make sure our SupportCare is second-to-none we send an email questionnaire to each client that places a support call with our team and monitor the results, publishing them on a quarterly basis.
Year-on-year improvements are a clear indication of our commitment to continually enhance service delivery levels and, in turn, build long-lasting, mutually beneficial partnerships with our valued clients.
Dedicated support
Indeed, its nurturing these lasting relationships with both clients and staff that contributes to JMC’s capability to deliver such a highly regarded SupportCare service. Our personable, professional and long-serving team is why so many clients treat us as a natural extension of their in-house IT resource. The average JMC employee has been with the company for over 10 years meaning you have a consistent point of contact and can be sure the people assigned to your business have a thorough understanding of your evolving needs.
Throughout the project your team were always cheerful and helpful and it was a pleasure having them in the office.
The speed of the reaction from JMC is very impressive; following a recent incident we had an engineer on site within the hour.