100% customer satisfaction without a customer support team

We don't have a separate support team. Rather, everyone in the company takes turns to be on support duty.

It works well; our users benefit by getting answers directly from the team building the products, and we benefit by developing a deep understanding of our how people use the products.

There was some chat in the team the other day about customer satisfaction surveys. We turned on the setting ages ago but don't have an official process for checking the results.

The survey is triggered when you close a support thread but, as we often tend to snooze the message instead (if we're awaiting further information or need to send a follow up), it doesn't always get sent out.

I've added an item to our weekly meeting agenda to discuss whether we want to update our process or even turn off the survey, but in the meantime I thought I should at least check the results…

For the last 12 weeks (and the 12 weeks before that), we've had 100% good or great ratings for the conversations we've closed within a 7 day window. That's really lovely but, as I say, we often snooze conversations, so this graph doesn't paint a complete picture.

However, the comments we've received about all six members of the team do give an amazing insight into what our customers think of the support we provide. I hope you won't mind us being a little self indulgent and sharing a handful of them anonymously. 🥰

And here are they are in text form as well for accessibility:

Doc

🤩 "Perfect service as always!"
🤩 "Timely response, exactly addressing the matter. Friendly phrasing, but professional at the same time. Overall amazing."

Murray

🤩 "Support has been incredible."
🤩 "What a legend Murray is!"

Vicky

🤩 "So fast... and fixed straight away!"
🤩 "Vicky was fast to respond and gave me exactly the info I needed!! Loved the experience of using the platform for my event!! Thank you!"

Bill

🤩 "legendary. thanks for the explanation"
🤩 "Super helpful as always!"
🤩 "The best and kindest support team as always, lightning fast response times, great help with all problems."
🤩 "I learnt more about the system and achieved my goal, so I am exceedingly happy with Bill's responses, couldn't be happier with his explanations as there were many..."
🤩 "you bunch of amazing peoples you."

Paul

🤩 "Paul explained roughly what had gone wrong and also how to avoid further issues of the same kind. Very polite and efficient, help much appreciated, thank you!"

Cillian

🤩 "Fast reply, found and gave solution to given issue. Respect ;)"

It's both exhilarating and humbling to see so many superlatives gathered in one place, and I just want to say a huge thanks to our customers who make working on support really satisfying for us too.

Seeing your feedback definitely makes me vote to keep surveys switched on!