Quality Scores

The Network Support Company (TNSC) has invested tremendous resources in our people, processes and systems to enable us to provide quality service. But unless we can measure our clients' satisfaction, we have no way to judge the success of our efforts.

That is why we initiated an annual client satisfaction survey in 1999. This survey is sent out to all our active clients, and we consistently experience a 40% to 50% participation rate. Below are the results for 2010, and an overview since 1999.

2011 Client Quality Scores for Quarter 1

High scores were received in:

  • Our Technician's Knowledge
  • Level of Confidence – Our ability to solve issues, communications and hardware and software recommendations
  • On-site Response (Emergency Situations)

2011 Quarter 1 Client Survey Results

Our Telephone Response
2011 Q1
Avg Score
Courtesy and Friendliness 4.6
Do You Feel Taken Care Of 4.3
Our Response Time
In an Emergency 4.4
Under Normal Circumstances 4.1
Our Technicians
Appearance 4.6
Manners 4.8
People Skills 4.7
Work Habits 4.7
Technical Knowledge 4.6
Ability to explain technical issues 4.5
Follow-through 4.4
Our Billing Procedures
Accuracy 4.3
Timeliness 4.3
Clarity 4.2
Your Level of Confidence In
Our Hardware and Software Recommendations 4.2
Our Technical Ability and Knowledge 4.5
Our Ability to Solve your Computer Problems 4.5
Our Fairness in Pricing and Contracts 4.1
Our Communication and Follow up 4.4
Our Desire to Serve your Needs 4.4
 
                                                                            Average Value:                4.42
 Ranking Scale:  1. Unacceptable 2. Poor 3. Adequate 4. Very Good 5. Excellent 
 

Overview since 1999

11 Years of Quality Scores

  1999   2000 2001 2002 2003 2004 2005 2006 2007 2009 2010
Our Telephone Response
Courtesy and Friendliness 4.6 4.6 4.7 4.7 4.3 4.6 4.6 4.6 4.5 4.5 4.4
Do You Feel Taken Care Of 4.5 4.2 4.4 4.4 4.0 4.4 4.4 4.5 4.2 4.2 4.3
Our Response Time
In an emergency 4.3 4.2 4.2 4.3 4.0 4.5 4.5 4.3 4.3 4.1 4.1
Under normal circumstances 4.1 4.2 4.2 4.2 3.9 4.4 4.4 4.3 4.2 3.8 3.9
Our Technicians
Appearance 4.3 4.3 4.5 4.5 4.5 4.6 4.4 4.7 4.4 4.4 4.4
Manners 4.5 4.5 4.7 4.7 4.7 4.7 4.9 4.7 4.7 4.5 4.5
People Skills 4.3 4.3 4.6 4.6 4.6 4.7 4.5 4.6 4.5 4.3 4.4
Work Habits 4.4 4.4 4.7 4.7 4.6 4.7 4.6 4.6 4.5 4.6 4.4
Technical Knowledge 4.2 4.3 4.6 4.6 4.6 4.6 4.7 4.7 4.5 4.6 4.6
Ability to Explain Technical Issues 4.1 4.1 4.3 4.5 4.5 4.4 4.3 4.5 4.3 4.3 4.4
Follow-through 4.0 4.0 4.1 4.4 4.1 4.4 4.3 4.4 4.3 4.2 4.2
Our Billing Procedures
Accuracy 4.2 4.0 4.2 4.4 4.2 4.4 4.4 4.3 4.1 4.1 4.0
Timeliness 4.1 4.0 4.1 4.3 4.1 4.3 4.3 4.3 4.1 4.2 4.0
Clarity 4.0 3.9 4.1 4.2 4.0 4.2 3.8 4.2 3.9 3.9 3.9
Your Level of Confidence in
Our Hardware and Software Recommendations 4.3 4.0 4.3 4.4 4.2 4.4 4.5 4.3 4.3 4.3 4.3
Our Technical Ability and Knowledge 4.3 4.2 4.5 4.6 4.4 4.6 4.6 4.6 4.5 4.4 4.4
Our Ability to Solve your Computer Problems 4.3 4.1 4.3 4.5 4.3 4.4 4.6 4.5 4.4 4.3 4.3
Our Fairness in Pricing and Contracts 4.1 3.8 4.3 4.2 3.9 4.1 4.1 4.3 4.1 4.1 4.0
Our Communication and Follow up 4.0 3.8 4.0 4.2 3.9 4.3 4.3 4.4 4.2 4.1 4.0
Our Desire to Serve your Needs 4.5 4.2 4.4 4.5 4.3 4.5 4.5 4.5 4.4 4.3 4.2

Average Value:

4.26 4.14 4.36 4.45 4.26 4.47 4.44 4.48 4.31 4.30 4.22
 
 Ranking Scale:  1. Unacceptable 2. Poor 3. Adequate 4. Very Good 5. Excellent 

* There was no customer survey preformed in 2008.