InnoHosting
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Knowledgebase: Getting Started Guide
Quality Assurance & Feedback
Posted by on 26 April 2012 09:06 PM

Quality Assurance & Feedback

 

InnoHosting primarily serves the needs of other businesses. In fact, 98% of our customers are other businesses. As such, quality of service is of paramount importance to us as it is to you.

 To ensure we maintain a high quality of service, we have processes in place which continuously evaluate the quality of the service we provide. Some of the things we perform are:

  • Automatic Quality Assurance intervention for tickets with a lot of responses
  • Pro-active follow ups with customers expressing concern 
  • Dedicated Quality Assurance managers 
  • Escalation procedures
  • Ticket feedback forms

In addition, we strive to achieve 100% satisfaction rate with our customers. In order for us to achieve that, we rely on customers reporting things we do good, and not so good. If you liked the way something was done, then let us know so we can keep on doing it. If something wasn't done to your satisfaction then let us know how you would have liked it to be done or handled.

 The feedback we receive is acted upon swiftly. We will ensure you actually see the situation improve and meet your expectations.

Providing Feedback

You can submit your feedback to the Feedback/Complaints department at https://client.innohosting.com (must be logged in). Your feedback will be carefully evaluated, a plan of action devised and provided to you. We will lay out step by step what we are going to do if something needs improving. Furthermore, we will continue to work with you after you are satisfied to ensure that level of satisfaction remains constant and consistent.

 Whenever you are unhappy with any aspect, it is best advised to contact us first through the feedback department expressing your concern. Concerns raised through any other means will significantly impact our ability to follow up with you and discuss the concern.

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