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 2009, and an overview since 1999.

2009 Client Quality Scores

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)

2009 Client Survey Results

Questions
2009
Avg Score
Our Telephone Response: Do you feel taken care of 4.2
Our Technicians: Ability to explain technical issues 4.3
Our Technicians: Appearance 4.4
Our Technicians: Follow-through 4.2
Our Technicians: Manners 4.5
Our Technicians: People Skills 4.3
Our Technicians: Technical Knowledge 4.6
Our Technicians: Work Habits 4.6
Our Telephone Response: Telephone Courtesy and Friendliness 4.5
Our Response Time: In an emergency 4.1
Our Response Time: Under normal circumstances 3.8
Our Billing Procedures: Accuracy 4.1
Our Billing Procedures: Clarity 3.9
Our Billing Procedures: Timeliness 4.2
Your Level of Confidence in: Our ability to solve your computer problems 4.3
Your Level of Confidence in: Our communication and follow up 4.1
Your Level of Confidence in: Our desire to serve your needs 4.3
Your Level of Confidence in: Our fairness in pricing and contracts 4.1
Your Level of Confidence in: Our hardware and software recommendations 4.3
Your Level of Confidence in: Our technical ability and knowledge 4.4
 
                                                                            Average Value:                4.30
 Ranking Scale:  1. Unacceptable 2. Poor 3. Adequate 4. Very Good 5. Excellent 
 

Overview since 1999
There was no customer survey preformed in 2008.

TNSC Past 9 Years of Quality Scores

  1999   2000 2001 2002 2003 2004 2005 2006 2007
Our Technicians'
Ability to explain technical issues 4.1 4.1 4.3 4.5 4.5 4.4 4.3 4.5 4.3
Appearance 4.3 4.3 4.5 4.5 4.5 4.6 4.4 4.7 4.4
Follow-through 4.0 4.0 4.1 4.4 4.1 4.4 4.3 4.4 4.3
Manners 4.5 4.5 4.7 4.7 4.7 4.7 4.9 4.7 4.7
People Skills 4.3 4.3 4.6 4.6 4.6 4.7 4.5 4.6 4.5
Technical Knowledge 4.2 4.3 4.6 4.6 4.6 4.6 4.7 4.7 4.5
Work Habits 4.4 4.4 4.7 4.7 4.6 4.7 4.6 4.6 4.5
Our Telephone Response
Do you feel taken care of 4.5 4.2 4.4 4.4 4.0 4.4 4.4 4.5 4.2
Telephone Courtesy and Friendliness 4.6 4.6 4.7 4.7 4.3 4.6 4.6 4.6 4.5
Our Response Time
In an emergency 4.3 4.2 4.2 4.3 4.0 4.5 4.5 4.3 4.3
Under normal circumstances 4.1 4.2 4.2 4.2 3.9 4.4 4.4 4.3 4.2
Our Billing Procedures
Accuracy 4.2 4.0 4.2 4.4 4.2 4.4 4.4 4.3 4.1
Clarity 4.0 3.9 4.1 4.2 4.0 4.2 3.8 4.2 3.9
Timeliness 4.1 4.0 4.1 4.3 4.1 4.3 4.3 4.3 4.1
Your Level of Confidence in
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
Our communication and follow up 4.0 3.8 4.0 4.2 3.9 4.3 4.3 4.4 4.2
Our desire to serve your needs 4.5 4.2 4.4 4.5 4.3 4.5 4.5 4.5 4.4
Our fairness in pricing and contracts 4.1 3.8 4.3 4.2 3.9 4.1 4.1 4.3 4.1
Our hardware and software recommendations 4.3 4.0 4.3 4.4 4.2 4.4 4.5 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

Average Value:

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