Since October 2005, product manufacturer Paxton Access Limited has invited callers to post customer service feedback onto the company website at www.paxton.co.uk
“We want our customers to tell it as it is,” said Adam Stroud, Paxton Access‚ Sales and Marketing Director. “The result is a fascinating insight into customer views of Paxton and the brilliant news that over 97pc of customers give us top marks.”
View
All posted comments can be viewed by anyone visiting the Paxton web site by clicking on the Feedback icon on the home page. “We take customer service extremely seriously,” Adam Stroud added. “This isn’t simply an opportunity for people to pat us on the back (however nice it is when they do!). We have had a few critical comments and these have been posted too. In one or two instances the feedback has been extremely helpful and led directly to improvements in staff training or other initiatives.” Since the initiative began 11pc of all callers to Paxton Access have gone on to air their views online. Out of a total of 505 comments, 492 awarded Paxton Access top marks, 9 ‘average’, and four declared their service to be poor.
Comment
One of those customers who did comment was Andrew Tucker, Managing Director A. Jay Services Ltd in Essex: “The only drawback with this system is Paxton’s reticence in not having an ‘excellent’ tick box. The technical support I‚ve received from Paxton is without doubt the best in the industry.”
The firm adds that the feedback system is subject to the minimum of moderation so posted comments are suitable for publication on a live site. All the comments, each of which is time and date stamped, can be viewed live.
Customers are free to post named or anonymous comments.
