Customer Satisfaction At Voiceflex

At Voiceflex, we pride ourselves on providing our clients with the best customer experience possible. In this day and age, it’s more important than ever to be able to stay in touch with your colleagues and clients at all times - which is why we’re here to help both you and your customers enjoy peace of mind and get on with your day-to-day business. You don’t have to take our word for it, though - just ask our many happy customers.

CSAT Scores

One of the best metrics for measuring how well you deal with customers is the CSAT score, which is also one of the most commonly used. It stands for Customer Satisfaction, and gauges customer experience by using surveys sent out to the customers who’ve interacted with us or used our products and services such as Voiceflex Flow or Microsoft Teams Direct Routing.  We currently have a CSAT score of 80% - scores of 80 or above are considered to be the gold standard of such scores. 

The most recent survey we sent out to customers, to calculate this score, simply asked them two questions: ‘Overall, how would you rate the service you receive from Voiceflex?’ and ‘What is the primary reason for your score?’ In the past, we’ve asked them a range of questions, including ‘How long have you been a customer of Voiceflex?’, ‘How responsive have we been to your questions or concerns?’, and ‘How likely is it that you would recommend Voiceflex to a friend or colleague?’ Other questions, like ‘Which of the following products have you purchased from Voiceflex?’ help us identify which of our products are the most popular - at the moment, SIP trunks are topping the list.

These kinds of surveys also give our customers a chance to add any other comments, or raise any questions or concerns that they might have. We’ve received a range of amazing feedback through doing these surveys: 

• ‘Friendly, efficient and professional staff. Reliable service and excellent prices.’
• ‘Having not had any reason to contact Voiceflex for a long time, I guess that speaks volumes about the quality of the SIP trunks provided by Voiceflex.’
• ‘Everyone I have spoken to has been really knowledgeable and helpful, no complaints at all.’

It hasn’t always been positive, of course, and we received some responses that were either indifferent - like ‘It's early days’ -  or negative - ‘Minor issues with the porting process.’ All of these, however, have helped us to engage more with our customers, learn how to understand their needs, or set better expectations.

Trustpilot

Another way of learning what our customers really think of us is by taking a look at our page on the consumer review site Trustpilot. As of the time of writing, our TrustScore is currently 4.8 out of 5 - the score is calculated based on all of the 46 reviews (and counting) we’ve received so far, and puts us in the ‘Excellent’ category on Trustpilot. 98% of the reviews class us as ‘Excellent,’ while the rest of the ratings are ‘Great.’ The reviews you can see on there cover everything from assistance with number porting issues to feedback about specific valued members of the team, as well as just general feedback from long-term customers. As one review states, ‘We have worked with the team at Voiceflex for over four years now, and I cannot fault the service we receive. The Voiceflex team are knowledgeable and really helpful, always available to discuss any requirements we may have.’ 

There have been cases where the feedback wasn’t 100% positive, such as ‘There have been some tricky questions and situations where they have not been able to help with, but this seems to be down more to the limitations in scope rather than lack of willingness to help.‘ When we receive feedback like this, we get in touch with the customer and find out more so we can improve our processes - in this case, we encouraged them to email and let us know how we could help. We also let them know about our new and expanded set of services and our recently-launched portal, Voiceflex Flow. Not only does it help customers by combining communication services in one unified platform, it can also be integrated with services including HubSpot, Zendesk, and Microsoft Teams.

The Work We’ve Done

We don’t just gather feedback from our customers and do nothing with it, though. We’re always pleased to receive positive feedback, of course, but negative feedback is just as welcome. The team at Voiceflex try to take it all on board, responding to any criticisms they might have and changing our processes. We constantly review the responses from customers to find out what’s gone right and what’s gone wrong. 

We’re proud of our team’s performance, and all of the responses they’ve received so far, from both surveys and reviews. We’ve received great comments from our customers because of the changes we’ve already made and new strategies that we’ve implemented. You can get in touch with us on our website - and whether that’s to find out more about our products or to let us know how we’ve helped you, both are welcome.