According to customer surveys conducted by Mitel using a process validated by Walker Information, up to 98 percent of Mitel customers are satisfied or very satisfied with the care they receive through their relationships with Mitel. The quarterly surveys measure customer satisfaction in three key performance areas: issue resolution, customer care centre experience, and field services/technician interaction.
The vendor says that the results show that alongside Mitel’s award-winning unified communications solutions, the company also provides an excellent customer care experience.
Mitel says timely and complete resolution is the end goal for any customer care centre, and Mitel’s high scores in this area reflect its commitment to effectively solving customer challenges. According to the survey, 94 percent of Mitel’s customers are satisfied or very satisfied with the timeliness of resolving their issues. Additionally, 97 percent are satisfied or very satisfied with the level of completion of their request.
Mitel understands the need to meet customer demands in a timely and effective manner which requires that its well trained staff move quickly to meet expectations. 96 percent of customers said they are satisfied or very satisfied with speed of answers to queries and knowledge level of the Mitel representative assisting them.
According to the survey, field and technician services rank at the top for Mitel customers. 98 percent of customers are satisfied or very satisfied with the professionalism and communications abilities of the Mitel technicians. Additionally, 98 percent are satisfied or very satisfied with the efficiency of their site technicians, making on-site support the highest-ranked category in the survey.
“Mitel has long been known for its superior unified communications solutions,” said Rick Dell, president of U.S. sales, Mitel. “But no company can retain customers without supporting those solutions with top-notch service. As these surveys demonstrate, Mitel’s commitment to excellence covers every facet of a customer engagement. Our employees are professional, knowledgeable, and most of all, focused on continuing Mitel’s leadership in customer care.”
Mitel has built a reputation for excellence, in part by rolling out cutting-edge solutions and showcasing continuous innovation. The customer satisfaction results highlighted in these surveys are yet another indicator of the company’s success in its chosen market.
“In December 2009, Walker Information conducted an independent review of the methodology Mitel is using to collect feedback on its Customer Care service, and has issued a statement in support of their program,” said Jennifer Batley, vice president at Walker Information. “Based on our expertise in the area of customer loyalty measurement and management, it is the opinion of Walker Information that Mitel’s internally-managed Customer Care customer satisfaction survey is conducted using a methodology which includes processes and controls such that there is a reasonable expectation of generating reliable assessments of customer opinion.”