Taking review response rates from two to 25 percent with Eyetech and SmileBack

by SmileBack
2 min read

Malta: sunshine, sand, and software. Didn’t see that coming, right?

But since 2002, Eyetech Ltd has been providing IT services to clients across Malta, Italy and North Africa. Having long prided themselves on service, Eyetech decided to truly answer one question with SmileBack: ‘Just how good is our customer service?’

For Patrick Cutajar, Founder and Managing Director at Eyetech, the results were eye-opening. Here’s how SmileBack helped this small, successful managed service provider put customer satisfaction at the heart of their daily operations.

The increase in review response rate

“Since 2014, after we introduced the quality management system ISO9001, one of the metrics we have been tracking is the quality of service offered by each IT engineer,” says Patrick.

“We’d set up a short survey to ask for feedback on how our IT engineers were doing, but the response rate was very low. I recall it being around 2%.”

With such a low response rate, a clear picture of the customer service Eyetech offered was not clear.

“We could not tell what we were doing well, or what needed improving, in a standardized, objective way,” says Patrick.

But after hearing about SmileBack at a ConnectWise conference in London, Patrick vowed to make changes to how Eyetech measure customer satisfaction.

“After we implemented SmileBack, we noticed results within one week. I am not kidding, the response rate shot up from 2% to 25%,” says Patrick.

“We wondered if this could continue but now, six-months later, we are still seeing response rates above 20%. We are really happy with it.”

More reviews, more satisfied customers – and employees

Since implementing SmileBack, Eyetech have collected a respectable 277 reviews.

With this continual stream of feedback, the KPIs measured at Eyetech include their overall customer satisfaction score, and how many tickets have been solved by engineers.

“After we implemented SmileBack, we noticed results within one week.”

Not only are these statistics used around the office, but they are showed in reports to potential customers, thereby giving them a picture of the customer service value.

There are also plans to bring SmileBack data into employee appraisals further down the line.

“Right now, we do not have any real conclusions on how employee morale has been affected, but we are considering putting some of the customer satisfaction data into the employee appraisal process. We’ll let you know how it goes!” laughs Patrick.

SmileBack gets a green smiley

So far, so good then?

“Definitely,” says Patrick. “SmileBack is easy to use, simple to navigate, and easy to present to different teams and clients. It’s this simplicity that keeps us onboard.”

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