03/16/2011

What You Had to Say: Results of the Customer Survey

We genuinely appreciate the time you took to respond to the survey we included with our last newsletter. The results confirmed some things that we were glad to hear and gave us the opportunity to cater our messaging to you, our clients.

Our commitment to merchant advocacy requires that we keep in touch with you. We need to be on the same page as our clients if we are to fulfill our goal of providing world-class service. Thankfully, it looks like we’re doing well there, as 94 percent of respondents ranked our customer service as good or excellent (with more than 50 percent choosing “excellent”).

For us, this level of customer satisfaction is the ultimate reward for our efforts. In nearly every meeting with Kathy Oder, our COO, she reiterates our need to fight for our clients and to remain committed to providing them with world-class support. “What does it mean to be committed?” she’ll ask rhetorically. “Well, look at it this way: in a ham and egg breakfast, the chicken was involved – but the pig is committed. That’s the kind of commitment we have to our customers!”

Part of our role as a merchant advocate is to educate our clients. Our survey showed that you are most interested in learning about fraud prevention, so we hope you’ll take the opportunity to read the Fraud Sentry® article we included in this newsletter. Security and PCI-compliance rounded out the top three areas of interest, so we will be sure to work those into upcoming editions.

Ultimately, the message is this: we want to – we need to – hear what you have to say. We’ve been working to make it easier for you to provide feedback. We’ve added social media channels, a blog, and additional staff. If you didn’t have the chance to fill out our survey, but have something you’d like to say, feel free to engage with us through any of these methods. And, of course, if you prefer your comments not be public, you can always send an e-mail to OTNFeedback@shift4.com.