97% Client Satisfaction Rate
Customer Feedback
One of the biggest complaints we hear from new clients is that their last IT support company was slow. For whatever reason, the typical IT guy doesn’t care about the tight schedule the rest of the world is running on. When your computer isn’t working, you need help now. Not tomorrow. Not next week. Timeliness is a big deal. That’s why we always track our timeliness to ensure we’re meeting your needs.
We also track courtesy, technical knowledge, quality and overall service experience. A third party company, HDI, randomly sends out surveys to our clients after we’ve completed an IT task for them. Our clients rate us on a 1-5 scale (5 being perfect) in the five categories we’re tracking.
Most of the time we get all 5′s on our surveys. Combining all survey results over the past several years, our average score has remained consistently around 97% – an A+ that we’re very proud of. On the occasions when we don’t get all 5′s, we check in with those clients and take the opportunity to resolve any ongoing problems. How many IT companies do that?
Our clients can also give detailed feedback in their surveys. Here is some recent feedback our clients have given us:
Ticket #331224
Incident / Request: SOFTWARE: Quickbooks locked up
Comment: Convergence is great! What a comfort to know you can call Convergence and your problem will be solved. Convergence makes my job so much easier. Thank you!
Ticket #330982
Incident / Request: Reinstall CQI interface
Comment: Can't Live without you!!
Ticket #331707
Incident / Request: Remove Jennifer's e-mail account
Comment: So easy! I sent an e-mail to my support team asking for a task to be done. The next day I get an e-mail stating that it was complete. Only way it could be better is if the reply e-mail came with chocolate. You guys should think of a way to do that...
Ticket #348968
Incident / Request: System error event log
Comment: There is a reason that Convergence was chosen internally by more than 35 of our employees as Vendor of the Year. They are phenomenal as always!
Ticket #383454
Incident / Request: Patsy reporting that the indexer is not working in Worldox
Comment: As always, service was quick, efficient, courteous and, I'm sure, with a smile. Awesome, as usual.
Ticket #391075
Incident / Request: Toolbars causing IE to load slowly
Comment: Rich makes my computer sing...#10 computer was grumpy and slow and then was stuck. Rich saw the challenge and met each one of them. Rich likes his job and does it very well.