Company dotCanada web hosting
Customer Satisfaction
Here are some of the steps that we have put in place to ensure our customers’ satisfaction:
Easy for you to complain – Easy for us to improve.
We want our customers to complain. We understand that informed customers know how our services should work. If things are not working, customers are the first to know. We know that customers who are dissatisfied tell twice as many people about it as those who are happy with our service. We use feedback from 1-800 calls, letters, and surveys to identify and resolve root causes of dissatisfaction and to change our services to ensure that you will be quickly satisfied.
Respond to complaints quickly and courteously with common sense.
We’ve found that our customers understand that problems may arise from time to time and that quickly solving these problems is a requirement. We have adopted a formula for customer satisfaction: do the job right the first time combined with effective complaint management. This ensure the maximum customer satisfaction.
Resolve complaints on the first contact
dotCanada knows that complaints that require multiple call backs and additional contact do not satisfy the customer and do not satisfy our team. Not only do we delay your satifaction, we spend more trying to resolve issues. Research confirms that resolving a complaint on the first contact increases customer satisfaction by almost 80 percent as well as reduced the cost by at least 50 percent. It doesn’t make sense to not solve these issues on the first contact whenever possible.
Technology utilization is critical in complaint handling systems.
We use our systems to develop a database of complaints. We try to identify trends. Then we fix them! Understanding our customer complaints and providing this information to every level of our organization (including management) allows us to better align services and products to meet your needs and expectations.
