Customer Satisfaction

Since its’ inception, SARCOM has focused on attaining a very high standard in the area of customer satisfaction. The cornerstone that has built the SARCOM customer satisfaction program is the understanding that there are personal issues as well as technical issues that need to be resolved in the event of a customer’s dissatisfaction.

Surveying of the customers is a routine part of SARCOM’s processes to verify that the service delivery fulfills expectations. The survey asks the customer about the courtesy and professionalism of the SARCOM employee, how well the employee communicated and set expectations, the timeliness of the response, and the knowledge or skill of the technical support professional. The survey is focused on the overall handling of the situation.

The management structure within SARCOM is focused on the results of the customer satisfaction surveys. The surveys are administered shortly after the service event. If there is anything but a positive response, that employee’s manager is alerted by the survey administrator and acted upon until customer satisfaction is met.

Positive survey results are also relayed to the respective manager. This enables the manager to recognize a “job well done” to the employee responsible as well as to train other employees on SARCOM’s expectations.

The customer satisfaction measurement is part of every employee’s annual performance appraisal reflecting SARCOM’s focus on doing everything possible to assure that the customer is completely satisfied with SARCOM.