Just a few weeks after our 1,000th quality-checked software change, another landmark for Start Software has arrived - our 20,000th customer call logged.
We started logging calls back in December 2003 when we received 13 customer calls during the month asking for help or reporting a bug. We've got a bit busier since then with 500 calls logged and responded to last month alone!
In those 10 years we've stuck to a guiding principle that you - our customer - should decide the time-scale in which you need an answer and we should judge our performance on that basis and not on an arbitrary set of priorities which mean nothing to you.
On that basis, we regular answer 90% of calls in time or ahead of schedule and that's a statistic we're really proud of.
If you would like to discuss any aspect of our support service, please contact Elaine our Support Director via 0845 612 2402.
Great customer feedback x 3!
Three emails just arrived one after the other - and each put a smile on our faces and a spring in our step! Feedback #1... "We smashed our audit! Thank you so much for your help" from a new customer where we have been providing Alpha Five support and mentoring to help them to develop an Intranet quality & audit system Feedback #2... "hi Tom. It looks fantastic! Very well done" from a client reviewing the latest changes to a web data analysis system we have written using Alpha Anywhere , SQL Server and JavaScript Feedback #3... " The launch of Alpha Tracker here is going really well ... thank you so much" from an asbestos consultancy feeling the benefits of their Alpha Tracker asbestos software installation. We really appreciate it when customers take the time to send us feedback like this - it makes the hard work seem worthwhile!
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