Customer Satisfaction

Customer Satisfaction Process

Anyone requesting service from OTS will call the 24/7 helpdesk. All requests for service or assistance will generate a work order. If the helpdesk cannot resolve the issue, it will be assigned to the appropriate technician. If needed, the technician will contact the customer to arrange a time to resolve the issue. Once the issue is resolved, the work order is complete.

At the completion of every work order, the Technician does a follow-up call to the work order originator. The purpose of the call is to make sure the work was completed to the customer’s satisfaction.

The Technician will attempt to contact the work order originator at least two times by phone. If unsuccessful, the Technician will generate an email to the work order originator: The Technician will then close the ticket.

Once the ticket is closed, an automated customer survey is sent to the ticket originator requesting that the originator rate their level of satisfaction with the services that they received. The rating system used by OTS is: 1 (Poor), 2 (Fair), 3 (Average), 4 (Good), and 5 (Excellent). If the rating is 3 or less, the customer will be contacted by a representative of OTS to ask how the service can be improved.

Our overall average satisfaction rating has remained around 4.86 out of 5 for the past year.