Friday, December 5, 2008

Customer Satisfaction

Twice a year, Upic asks every end user of our member organizations to complete a brief Customer Satisfaction survey to provide service feedback and suggestions for improvement.

During our March 2008 survey (see results), we had a 50% participation rate with dozens of great ideas. We discovered which Upic services are used most frequently, which services provided the most value and established benchmark approval ratings which we will measure again in late 2008.

Congratulations to our March 2008 survey gift certificate drawing winners:

Jan Sherrell (Louisville)
Lori Terwilliger (Toledo)
Melissa Lohman (Cincinnati)
Marcy Wagener (Columbus)
Mary Jones (Indianapolis)
Phyllis Lile (Louisville)
Tiffany Baker (Cincinnati)

As a result of the survey feedback, Upic has developed the following service responses:

1. Created the Upic newsletter/blog to provide regular updates on Upic services and technology news
2. Replaced our Spam Filter with a new system which allows individual members to create their own settings
3. Launched Upic University on-demand webinar series providing 5-10 minute training sessions on your schedule
4. Started a new live telephone response for Andar "how to questions" using our toll-free help desk number
5. Secured discounted AT&T internet circuit rates to permit expanded internet bandwidth options for members

Our next survey is now underway until 5:00 pm on December 10, 2008. Once again, we will have drawings for $25 gift certificates (one per 50 responses). Results will be published the week of December 15th.

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