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Customer Service Pulse Survey
In April, 2014, Andy Berry joined the Nautel support team as Manager, Customer Service.
An explorer at heart, Andy has a passion for discovering new ways of enhancing the customer experience.
I like to think of customer service as “the other part of the product.” When customers buy a Nautel transmitter, they’re getting more than just the hardware. They’re also getting the peace of mind that comes from being supported by a dedicated and knowledgeable support team.
Being new to Nautel, it was important to me to make sure that our customers are actually enjoying the peace of mind that the Nautel Customer Service brand promises. To do this, last month we surveyed every customer who had called in for support over the last year and asked them two simple questions: how easy had we made it for them to get back to where they needed to be; and, would they recommend us to a friend?
To be honest, I was blown away by the results. Our customers gave us a Grade A when it came to making things easy (87% said they agreed or strongly agreed that we made it easy for them), and they displayed a loyalty rating that rivals the global leaders of the automotive, smartphone, and online retail industries.
That being said, it wasn’t all roses. Some of the feedback reinforced the need for us to become more efficient in our processes, and to find better ways of assisting our customers, regardless of their technical aptitude. I take these matters seriously and will be working with my team to make things better.