I read a blog recently that said 75% of consumers report fast response times as the most important aspect of customer service. Yet only 12% of customer service managers focus on measuring and improving response times. According to the report, which was based on surveys of 1000 companies, the average response time is 12 business hours. The average customer expectation is 4 hours or less. Ouch.
At Jetta, we have worked – and continue to work – very hard to ensure that is not the case. We know our responsiveness has a direct impact on your business, and it’s important to us that we get it right. In fact, it’s so important, it’s written into our company values.
Recently we invested in new technology that enables us to track incoming communication and measure how efficiently we respond. Our target is to get a first response back to you in three hours or less – and the most recent stats show we meet or beat that 92% of the time. While we’re certainly happy with that number, we continue to work to find ways to raise it even more.
As always, the most effective tool we have in measuring our success as well as areas with room for improvement is your feedback. Negative or positive, we value your input. I’m not ashamed to admit, however, that it’s the highlight of my day when I get to share a comment with the team that lets them know the hard work they’re doing is making a difference to you and your business. We recently received these kind words from a customer:
“My main selling point for Jetta is the customer service we get with the company. If you have a question, it’s answered within minutes, you can always get a hold of somebody, and the team is so willing to go above and beyond for anything we ask. So that’s why I want to support a brand, and a company that supports us.”
That’s the kind of feedback that makes my day! We want you to know you can depend on us to respond quickly, keep our lead times short, and deliver a quality product every time.
Do you have comments or feedback you’d like to share? I would personally love to hear from you. You can write to me here.