Last week I talked about the new feedback we’re gathering, and I think, given our overall open ethic, it would do us good to share what our customers say about us. I also think this will help prove, if anybody doubts it, that we do take this feedback to heart.
We ask 3 questions on on our survey. We ask for a 1 – 10 rating, why the user gave that rating, and for a suggestion on one thing we could do better.
In the last 3 weeks, most of April, we remembered to collect e-mail addresses from 46 customers. Of those 46 people, we had 15 responses, representing a customer reply rate of 33%.
We scored an average of 9.13/10 from those 15 responses. Our lowest score was a 6.
The following are the reasons people gave (for those who gave a reason) as to why they selected their rating –
“Because I brought my computer in on a Saturday and then said they’d have an answer for me on Monday. They called on Monday and although the news was not good (fried motherboard) they were clear on what the problem was without any blah-blah-blah. I paid my $79 and left feeling that at least I wasn’t going to dump anymore $ into it. I will be back to buy a computer from these guys.”
“Happy Hamster was efficient, professional, friendly and my computer came back better than when I first got it!”
“Felt that I was well served with my computer dilemma. Zac was knowledgeable and clearly informed me of my choices.”
“I think Eric is a wonderful technician. He is prompt, polite, respectful, and very knowledgeable. I have thoroughly enjoyed working with him. I give him a “10″ rating. My “8″ rating is based on my experience in the shop. See below.”
“Extreme fast service.”
“Just great service”
“The computer service was good but my computer was new and the case got pretty scratched up”
“Educated, friendly staff. Would have given a 10 but didn’t warranty work done due to the nature of the problem on my 4 year old laptop… but still charged the same amount.”
“Great service the minute I walked through the door. Very fast!!”
“you guys were outstanding and price was reasonable”
“Whole crew communicates well, seems hard-working, and goes out of their way to deliver a good client experience. Bravo Zach and Co!”
“good service…..but slow.”
The areas in which we could improve are as follows –
“Virus removal was expensive – it was definitely worth it but if there’s anyway to lower costs that would be the only thing that could improve the service.”
“The one thing I was most concerned about was the lack of an obvious display for the computers that you’re selling. That is being taken care of even now. Kudos.”
“Customer service in the shop could be improved. One of your technicians told me that my hard drive “screwed the pooch.” I also feel that my time wasn’t respected. Wrong service time quoted, then lots of waiting. All in all, we’ve been happy with HH, though, and will use your services again.”
“maybe lay computers on a mat when you work on them”
“lower the price”
“if you woun’t warranty then give a price break maybe?”
“Perhaps a little bigger table to set your brokedown computer on that isn’t the coffee station. I really reached for that.”
“Shop could use a few extra fans and some fresh air sometimes – it can get a little warm and close in there.”
“quicker turn around.”
I’ll be back in the next day or two so we can talk about some of the actions we have taken already in response to these concerns.
Enjoy the sun everybody,
-Zac
President
Happy Hamster Portland Computers & Repair
