<img alt="" src="https://secure.want7feed.com/193252.png" style="display:none;">
  • Blog
  • 2020 Client Survey Results

2020 Client Survey Results

2020 Client Survey Results

This is the third year in a row where we’ve published our client survey result. One of our core values is Continuous Improvement, which is why this survey is important to usIt helps us determine where improvements are needed, and it also reminds us to celebrate our successes.

Here are our 2020 client survey results:

Are our clients willing to recommend us to other companies they know?

Most of our growth has come from client referrals, so our clients’ happiness means a lot to us.  We're thrilled that we didn’t just match the 9.1 result we got in 2019, we exceeded it with an overall recommendation rate of 9.4 in 2020.

PS_OverallRecommendationSurveyAlt2_2020

Here are a few of the things our clients have said about us in their G2 reviews:

Do your research to decide if you want to outsource—but if you do, Peak Support is a no-brainer. Great quality work, fair cost, and highly attentive account management." 

You couldn't find a better partner than Peak Support. They will do the work to understand your business, and they strive and succeed at being your highest performing partner in achieving business critical metrics and objectives. 

What rating do our clients give their Peak Support engagement?

We also survey our clients about their overall experience with Peak Support. In 2020, we scored a 4.7 out of 5, up from 4.5 the year before.

PS_OverallAssessmentSurvey_2020Here are a few of the things our clients have said:

Peak does an amazing job at finding additional resources on their own to further their understanding of our brand. They dive into our company-wide Slack  for any news they might have missed during normal business hours, they review how we respond to customers, and adapt their response to the new found information.” 

“The people and culture make your team special. You guys no doubt work extremely hard for us, and I thank you all for everything you do. I truly love working with you all.” 

Client Feedback: Value, Culture, and Quality

We also ask our clients if our service is high quality, if they get good value for the price, and if Peak Support is aligned with their culture. This year, we scored 4.4 out of 5 for quality, 4.5 out of 5 for the quality of service in relationship to the price, and 4.6 out of 5 for culture  matching the results we achieved last year.

PS_ClientSurvey_1_2020

Here are a few of the things our clients said:

“Kath, Elvie, and Nico have shifted from contractor (at the start) to team member (quickly after) and most recently to cultural champions. Their response to any situation is remarkable and exemplary, and their ability to build energy in Slack – from across the world, is second to none. They truly live our values!” 

“Our PS team members are reliable and go above and beyond. There is clearly a strong culture, and our PS team members seem engaged with our brand, product, and internal team.” 

Beyond the Basics: Proactiveness, Communication & Data

Next, we dig into specifics. We ask our clients whether we’re proactive, communicate well, and use data to solve their problems.

PS_ClientSurvey_2_2020

Here are a few of the things our clients said:

“Peak Support is an extension to Zendesk. The team works seamlessly through Zendesk whether it be creating macros, processes, retrieving analytics, understanding the data and helping make decisions for better outcomes for our customers and to make our team more efficient.” 

“I think our Peak Support team does a great job at communication and being proactive about issues or blockers they encounter.” 

“I appreciate all of the recommendations and ideas that come up regarding improving workflows and Zendesk organization.” 

Our client survey doesnt only help us map out our future goals, but it also allows us to connect more to our clients and understand their needs betterAll of our clients’ responses are carefully evaluatedand we work to improve on every piece of feedback. We deeply appreciate our clients for the valuable feedback they provide us. We look forward to many more years of conquering hurdles and celebrating successes together.

If you would like to learn more about the array of services we offer, contact us now.

Adrian Estrella

About The Author

Aidz is a Sales and Marketing Associate who has been with Peak Support since October of 2016. When Aidz isn’t busy taking care of the company’s social media pages, you can find them juggling other tasks in the company. From copywriting to lead generation, whatever it is that accounts need, they will do it. Aidz is also in-charge of Peak Support’s Q&A blog - a blog that allows other team members and site visitors to get to know featured Peak Support agents even more. Aidz is a big fan of bacon and butter.

Peak Support Summit 2019

SEARCH

    Contact Peak Support

    955 Massachusetts Ave., #130, Cambridge, MA 02139 Phone: (866) 620-5538 Web: www.peaksupport.io