Well i had to post it, a lovely letter from the MD or PROTX
Hello,
First of all, a big thank you to everybody who participated in the research survey we sent out in November. We had an outstanding response with over 2,000 of you providing your views and experiences as Protx customers. I wanted to share the results with you and let you know about some of our plans for 2008.
I have taken the time to read through the results of the research and the associated comments, and I have taken your feedback on board.
I am delighted to see that over 30% of respondents think that their customers have come to know and trust Protx. What's more, 46% rate security as the most important factor when choosing a Payment Service Provider and a substantial 98% agree that Protx does meet their expectations of security.
Some 36% of you are so happy with us that they would be extremely likely to recommend Protx to a friend or colleague. We will therefore be launching a customer referral scheme over the coming months that will give our customers the chance to benefit from any business they refer to Protx.
For those respondents not entirely happy with the Protx service, customer support was highlighted as the main area in need of improvement. While 77% of respondents are satisfied with the current levels of support provided by Protx, 12% are fairly or very dissatisfied, and 51% think that our support service could be improved with quicker response times. This is something I have treated as a priority since taking over as Managing Director of Protx last October. My main aim this year is to improve the quality of support you receive, and to significantly reduce call wait times.
To achieve this goal we have invested heavily in our support service by appointing a highly experienced Customer Services Manager and establishing an additional location in Newcastle. We have doubled the size of our support operation in the last couple of months and we are continuing to recruit. We will be monitoring our response times to see what effect this has but I am positive the increase in resources will cut waiting times considerably and improve the quality of support you receive.
We will be sending out a follow-up research survey later in the year so you will have the chance to air your views on whether or not you think that the service has improved.
Protx has grown rapidly and we now have over 16,000 customers. This year we want to improve customer communications. As well as improving our responsiveness through customer service, we will be introducing a fresh new format for our customer newsletters. I hope that you will take the time to read these as they will include relevant information such as fraud screening advice and industry news as well as advance notice of upcoming changes regarding your Protx account. We will also be updating the protx.com website to provide more information about our services and how customers benefit from them.
Finally, if you feel that there are any issues that I have not addressed or if you would like to give your feedback to me directly, then please contact me by email, at simon@protx.com.
Kind Regards
Hello,
First of all, a big thank you to everybody who participated in the research survey we sent out in November. We had an outstanding response with over 2,000 of you providing your views and experiences as Protx customers. I wanted to share the results with you and let you know about some of our plans for 2008.
I have taken the time to read through the results of the research and the associated comments, and I have taken your feedback on board.
I am delighted to see that over 30% of respondents think that their customers have come to know and trust Protx. What's more, 46% rate security as the most important factor when choosing a Payment Service Provider and a substantial 98% agree that Protx does meet their expectations of security.
Some 36% of you are so happy with us that they would be extremely likely to recommend Protx to a friend or colleague. We will therefore be launching a customer referral scheme over the coming months that will give our customers the chance to benefit from any business they refer to Protx.
For those respondents not entirely happy with the Protx service, customer support was highlighted as the main area in need of improvement. While 77% of respondents are satisfied with the current levels of support provided by Protx, 12% are fairly or very dissatisfied, and 51% think that our support service could be improved with quicker response times. This is something I have treated as a priority since taking over as Managing Director of Protx last October. My main aim this year is to improve the quality of support you receive, and to significantly reduce call wait times.
To achieve this goal we have invested heavily in our support service by appointing a highly experienced Customer Services Manager and establishing an additional location in Newcastle. We have doubled the size of our support operation in the last couple of months and we are continuing to recruit. We will be monitoring our response times to see what effect this has but I am positive the increase in resources will cut waiting times considerably and improve the quality of support you receive.
We will be sending out a follow-up research survey later in the year so you will have the chance to air your views on whether or not you think that the service has improved.
Protx has grown rapidly and we now have over 16,000 customers. This year we want to improve customer communications. As well as improving our responsiveness through customer service, we will be introducing a fresh new format for our customer newsletters. I hope that you will take the time to read these as they will include relevant information such as fraud screening advice and industry news as well as advance notice of upcoming changes regarding your Protx account. We will also be updating the protx.com website to provide more information about our services and how customers benefit from them.
Finally, if you feel that there are any issues that I have not addressed or if you would like to give your feedback to me directly, then please contact me by email, at simon@protx.com.
Kind Regards