We conducted our third registrar satisfaction survey in the Spring and we now have the results. As with previous surveys, our aim was to give all our members and registrars the opportunity to tell us how satisfied they are with our customer facing support teams. 307 customers completed the web-based questionnaire and we would like to thank them for their participation.

Satisfaction Index

We are very pleased that our overall satisfaction index continues to rise. Our score of 86.1% shows an increase of 0.9% over that of September 2006.

This means that we have further improved our position amongst the top quartile of suppliers in the Satisfaction Index™ League Table, which is a benchmark of our relative performance when compared with other organisations.

Scores show that the level of service we provide to our members and registrars is consistently high:

Technical Support increased to 88.1% from 85.0%
Credit Support increased to 87.4% from 85.7%
Payment Administration increased to 86.0% from 85.9%
General Support decreased to 85.1% from 85.2%

There is a very slight decrease of 0.1% for our general support team when compared with the survey conducted in September 2006. Although this is a little disappointing, the score of 85.1% for this team is still a considerable improvement over the 81.0% scored in the survey of January 2006.

Improvements in response to your feedback

It is interesting to note that our newer members and registrars give us our highest ever overall satisfaction score of 92.5%. We believe that we gained this excellent score as a result of our acting upon feedback from previous surveys. The need to promote a greater understanding of our procedures and processes amongst new customers had been highlighted, which caused us to enhance our initial communications and level of support in the first three months.

Your comments indicate that many of you are interested in EPP. In June we launched our new Online Service system. This launch was the culmination of a number of technical developments and system upgrades including the restructuring of all of our database systems. Data is ‘joined up’ into an account structure rather than as individual domain records. You can now manage your own portfolio of domain names directly through the registrant service on your account. You can also set preferences in the system that determine how you work and communicate with us. This new data structure will enable us to further improve and increase the functionality of our Online Services. The first addition will be our EPP service later this year.

In the September 2006 survey you told us that you wanted us to consider other ways for you to pay your accounts. We have now implemented payment by Direct Debit and this is proving quite popular. We are working towards payment by automated credit and debit card transactions. This payment method will replace the manual process that we offer. Some respondents have also expressed an interest in being able to make payments on account, and we are hoping to offer this facility through our Online Service.

Not resting on our laurels

We are not content to rest on our laurels and we will be carrying out our next survey in the near future, to check that we are continuing to improve the quality of service we provide to our registrars.

Satisfaction Index™ is a registered trade mark of The Leadership Factor

This entry was posted in August, 2007.
If you want a link to this article copy this permanent link.
You can leave a comment, or trackback from your own site.