All posted comments can be viewed by anyone visiting the Paxton web site simply by clicking on the Feedback icon on the home page. "We take customer service extremely seriously," says Adam Stroud. "This isn't simply an opportunity for people to pat us on the back (however nice it is when they do!). We have had a few critical comments and these have been posted too. In one or two instances the feedback has been extremely helpful and led directly to improvements in staff training or other initiatives."
Since the initiative began 11% of all callers to Paxton Access have gone on to air their views online. Out of a total of 505 comments, 492 awarded Paxton Access top marks, 9 'average', and only 4 declared their service to be poor.
One of those customers who did comment was Andrew Tucker, Managing Director A. Jay Services Ltd in Essex. "The only drawback with this system is Paxton's reticence in not having an 'excellent' tick box. The technical support I've received from Paxton is without doubt the best in the industry."
The feedback system is subject to the minimum of moderation to ensure all posted comments are suitable for publication on a live site. All the comments, each of which is time and date stamped, can be viewed live at http://www.paxton.co.uk/comments.asp. Customers are free to post named or anonymous comments.
30/07/2006
"Say what you think" demands Paxton of its customers - and say it online
Brighton, UK
Since last October, the British company Paxton Access Limited has embarked on a daring and imaginative customer service initiative unique to the security industry. All customers calling the Paxton offices are automatically invited by email to post customer service feedback direct onto the company web site at www.paxton.co.uk. "We want our customers to tell it as it is", commented Adam Stroud, Paxton Access Sales and Marketing Director. "The result is a fascinating insight into customer views of Paxton and the brilliant news that over 97% of customers give us top marks".
Global
