This quarter our volume of service calls definitely reflected a move back to a more normal working environment. Our average of 85 calls per day was down about 30% from Q1. Of course, the first quarter has several snow days and many people still working from home or making the move back to the office. Those events would generate an influx in service tickets. Every completed ticket is followed up with an email and a request to complete a survey so we know how well we are handling our customers’ issues. This quarter 129 people took the time to complete the quick survey and we appreciate the feedback. Of those 106 gave us a rating of GOLD – Outstanding. 18 rated our service on their issue as GREEN – Good. There were 3 Fair ratings and 1 Poor. Any rating below good will be followed up with a call from our VP of Operations to better understand the score and make sure we do everything possible to keep our customers happy. The Poor score turned out to be in error. Customer feedback is always appreciated. Here’s a look at the comments left.
| 4/9/2021 | Lincoln was very personable and easy to work with. He was able to determine what was needed and locate it. - Manager, Norton Heart Specialists |
| 4/15/2021 | Jim is always helpful in assisting with issues that we may encounter. - Sr. Director of IT, Blue Grass Community Action Partnership |
| 4/15/2021 | Glenn & Hope did their best to solve the issue however I proposed we set it aside until we were on Lumen 100% to rule out it being an issue. I will find other ways around pulling the reports needed. Thanks to the two of them for assisting. - Lead IT, Limestone Bank |
| 4/16/2021 | Thanks Jim !! - Practice Manager, Norton CMA Dutchmans |
| 4/19/2021 | Thank you Todd! - Operations, Farmers National Bank, Danville |
| 4/21/2021 | Your service is ALWAYS able to help. I received a very prompt call back to my email from Dan who listened closely to what I needed and answered all of my questions and I got the outcome I needed. Thanks again for the help! - Admin, Norton Cancer Institute Audubon |
| 4/21/2021 | Dennis is awesome as always!! - IT, Bill Collins Ford Inc |
| 4/21/2021 | Kathy is always so prompt when helping with problems that arise. - Manager, Northwestern Mutual, Evansville |
| 4/22/2021 | Tested the change and is working great. The timeliness of the change was outstanding. - Manager, Norton Pulmonary Specialists |
| 4/23/2021 | Thank you for being so prompt and accurate, Christian! - Staff, Besten & Dieruf |
| 4/26/2021 | Jim is always the man with the fixes. - IT, Jeffersonville Township Public Library |
| 4/26/2021 | very good :) - IT, Norton Pediatrics Specialty- Access Center |
| 4/27/2021 | Excellent service. As usual, the tech (Jim) was very knowledgeable about the subject and was able to direct us to a solution immediately. Jim is always willing to help, and go that extra mile to ensure that our problem is resolved. Excellent Tech, and an excellent representative for your company! Keep up the great work! :-) - IT Administrator, Summit Funding Group, Inc. |
| 4/27/2021 | We always have excellent customer service with Unified and William is outstanding. Thanks for all you do. - President & CEO, Personal Counseling Service, Inc |
| 4/27/2021 | As always Quick response and quick solutions. Thank you - Staff, Norton Cancer Institute Audubon |
| 5/3/2021 | Christian always does it correctly and quickly - Staff, Besten & Dieruf |
| 5/4/2021 | Mike Basham did a great job in solving our problem. We thank you for his quick response and for getting us back up and running. - Radcliff Police Department |
| 5/4/2021 | Dan is wonderful and is always very helpful! - Manager, Norton CMA - Clarksville |
| 5/6/2021 | All reps are always wonderful that come to our location. - Admin, Teamsters Union Local 89 |
| 5/6/2021 | Lincoln was prompt and very professional. He explained everything thoroughly. - Admin, Norton Heart Specialists - St. Matthews |
| 5/6/2021 | Thanks for getting us set up, Glenn - Manager, Taylor Orthodontics |
| 5/7/2021 | Todd is the best!! He is so prompt and helpful. we love him at American Pool!! - Admin, American Pool |
| 5/10/2021 | THANK YOU FOR TRYING TO ENSURE I DONT HAVE THIS ISSUE AGAIN! GREATLY APPRECIATED! - Admin, Norton Orthopedics Specialists Downtown |
| 5/12/2021 | Unified has a great team and they are very customer oriented! - IT, Hexagon Technologies |
| 5/12/2021 | Excellent service! Excellent technical knowledge and attention to details. Ron is always on top of his game. Keep up the good work! - IT Admin, Summit Funding Group, Inc. |
| 5/14/2021 | Thank You - IT, Town of Clarksville |
| 5/14/2021 | William contacted us quickly and got here to get the problem fixed immediately. Fantastic work as always! - Owner, Label Specialties |
| 5/17/2021 | courteous staff thank you :) - Office Admin, Norton Heart Specialists |
| 5/21/2021 | Outstanding Service. Thank you for the quick response. - Manager, Winner Furniture Co. |
| 5/24/2021 | Christian is always so helpful, friendly and great at his job. So glad we work with such a great company. Thank you for the wonderful service. - Manager, Deep Sky Wealth, Omaha NE |
| 5/24/2021 | Mike was very fast and efficient and knowledgeable!! - IT, Norton Occupational Medicine |
| 5/25/2021 | Glenn always does his best. Great person. Thanks - Manager, Limestone Bank, Owensboro |
| 5/26/2021 | Prompt and thorough - IT, Norton Access Center |
| 5/28/2021 | Dan was very nice and was able to fix my issue very quickly! - Staff, Kaufman & Stigger |
| 6/1/2021 | Thank You Christian :) - Practice Manager, East Louisville Pediatrics |
| 6/3/2021 | We continue to have absolutely excellent service from Unified. The service department is quick to respond to requests. Then engineers are highly competent and extremely professional both on-site and over the phone. Mike Basham was on-site and completed needed work quickly and efficiently with minimal guidance and no impact on our business. You have a GREAT team. - IT, Reliant Wealth Planning |
| 6/9/2021 | WILLIAM WAS VERY PATIENT WITH ME AS I WAS RUNNING AROUND THE OFFICE NOT KNOWING EXACTLY WHAT I WAS DOING!! - Staff, Schardein Mechanical, Elizabethtown |
| 6/17/2021 | Customer Focus is something that we don't see much anymore!! - Thanks Todd...... - Director of Operations, Consolidated Baptist Church |
| 6/23/2021 | My non-urgent ticket was completed in under an hour by Lincoln. Great work! Thank you so much! - Staff, Kentucky/Indiana Foot and Ankle Specialists |
| 6/29/2021 | Todd Hart and your team - always outstanding service appreciated very much by Kentucky Petroleum Supply. - Manager, Kentucky Petroleum Supply |
| 6/30/2021 | It is great that you can help us diagnose our issues even when it is NOT the phone system itself Thank you once again! - Controller, Senninger Plumbing Co. Inc. |
| 6/30/2021 | Mark Meadows is always a pleasure to work with! Thank you! - Engineer, 220 Main Street (Louisville) LLC |
| 6/30/2021 | Worker was here quickly and worked efficiently. He was very professional and courteous. - Owner, Cosmetic & Family Dentistry of LaGrange |
| 6/30/2021 | Thank you for checking into our phone issue. Appreciate all you do! - Client Service Manager, Deep Sky Wealth- Omaha NE (Ameriprise) |
