Service
Obsession™ - or why we're better
Everything we do is backed by Service Obsession™, our approach to
being the very best. Service Obsession™ is totally unique to us.
What does Service Obsession™ mean to me?
Forget about anonymous voices, annoying hold music and half measures - Service
Obsession™ means your happiness always comes first.
In a nutshell Service Obsession™ means we’ll:
- Hire exceptional people who won’t rest until problems are solved.
- Measure every last detail to make our service better than the competition.
- Use Net Promoter to plot our success against the likes of Apple and Amazon.
- Dedicate a team to you, including an account manager and skilled engineers.
We don’t believe in finish lines when it comes to Service Obsession™. That's
why we measure everything to make sure we’re always moving forwards.
How we measure Service Obsession™
We use something called Net Promoter® to measure how we're doing. Net Promoter®
is the standard customer service benchmark for organisations around the
world. Through it we’re able to plot our success against brand leaders like
Apple, Amazon and Virgin Atlantic.
The idea behind Net Promoter® is very simple - we ask just one question
“Would you recommend Cloud Lab to a friend or colleague?” and ask our clients
to answer using an easy number scale:
We use the results to calculate a Net Promoter® Score (NPS). To get a high
NPS we need most people to give us a nine or ten on the scale. If they don't
we know something's wrong.
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