Sometimes you just need to talk to a human, and at Magnet+ that’s our promise when it comes to connectivity for your business. That’s why not only do we offer key touchpoints in your customer journey with us, like our Magnet Portal and Livechat services, but most importantly you can physically pick up the phone and speak to a real person when you need to.
Not only that, but you can speak to the same customer service technician that you spoke to the last time. The one that you know and trust and knows your business inside and out. Getting the balance right between technology and the human touch is critical and at Magnet+ we believe that the most memorable experiences are the ones that are sparked by interacting with others.
For a sector that competes on speed and reliability, the connectivity industry often leaves its customers feeling disconnected and are slow to respond to critical issues. To counteract this, we are constantly seeking to improve your customer experience, ensuring that you are never waiting too long either. No-one wants to be placed on hold for what seems like an indefinite duration- that’s why our seven-day Ireland-based technical support service answer calls in an average of 11 rings.
Our Voice of the Customer Program
We know that customers have more than one interaction with our team at Magnet+, so we ask for feedback across a range of touchpoints. We call this our Voice of the Customer program, and it includes:
- Technical Support Services
- Sales / Account Management
- Fault Reporting
- Product Suitability
- Installation Team
What do we do with the feedback?
We systematically send out surveys to our customers to better understand their experience with us. This is all managed through our CRM software. At the centre of our VoC program is a feedback system called the Net Promoter Score, or NPS.
NPS is an easy-to-use, global metric that measures loyalty. Customer experience can even be used to predict behaviour and business growth. NPS is simple, with only one question: “How likely is it you would recommend us to a friend or colleague?”.
If a less than positive score is returned on a survey (Anywhere between 0 to 6 out of 10 is considered a detractor score), the customer champions team will then get in contact with that customer to understand what went well and what didn’t go so well. This is to understand how we can put things right and resolve the issue that the customer experienced. Our customer support team will maintain lines of communications with the customer through the process until the issue is resolved.
We also have a process in place where if an issue keeps on arising, we will prioritise identifying a solution, to ensure that it won’t happen again. This means that customer feedback has a benefit for future customers as well as the individual customer who was having an issue.
Our NPS score and the methods we use to maintain it, have ensured that our current score (as of May 2024) is 55, which is well above not only the industry average but of global averages for any company you can name.
When you choose Magnet+ for your connectivity needs, not only are you guaranteed a fantastic product and seamless installation, but you can always rely on us throughout your journey with us, to go the extra mile for you and your business. Contact us today to see how we can help your business.
