How are we doin’? Why we survey our customers

How are we doin’? Why we survey our customers

A former New York City mayor* became famous for the catchphrase “How’m I doin’?”—a question he’d ask his constituents at every opportunity.

It’s a question we at iiX often ask our customers. We love it when they can tell us we’re doing great, but we also want to know where we can improve. And we especially want to know if a customer is having a problem so we can immediately take care of it.

Last year, we conducted a customer satisfaction survey to measure our performance, which is something we’ve been doing each year for more than a dozen years. We were pleased to learn once again that iiX customers are very satisfied with our customer support staff and with our products and services. We also learned from customers participating in the survey that:

  • 82 percent gave us a 9 or 10 (10 being the highest) when asked to rank iiX for overall satisfaction
  • 72 percent praised our superior customer service
  • 58 percent said that iiX is their one-stop shop for all of their MVR, driver risk management, driver monitoring, and background screening services

We’re very thankful to our customers who took the time to complete our 2015 survey and gave it such careful consideration.

The findings were immensely gratifying, of course. But more importantly, we learned where we can do even better. In fact, based on feedback we received, we’re already implementing measures that will improve the customer experience.

For example, we heard frustration from customers about losing data when an online session logged out after ten minutes of inactivity. We responded with a “managed time-out” solution that allows customers to re-login, even after several hours, without losing previously entered information.

We also had many requests to expand our monitoring footprint in states where monitoring wasn’t available. In response, our government relations team has been working to expand into more states. Texas has selected iiX to participate in a pilot of its Driver Monitoring Service program, which is expected to launch in June.

Another solution we’re implementing in April, in response to feedback, is to extend our password reset hours: our customers can now contact us from 7 a.m. to 8 p.m. ET (6 a.m. to 7 p.m. CT) for assistance.

Those are just a few examples, and we’ll be introducing many more enhancements as we continue our review of customer feedback.

We have a great customer service team, always receptive to feedback. If you have a problem, suggestion, or question or are unsure if we offer a product or service, please call us at 1-800-683-8553 or post a comment in response to this blog post. We’re here to help. And if you have a compliment, we’re happy to get those too.

* So, How Did Mayor Koch Do? - The New York Times

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Robby Hobbs is general manager of the Verisk Analytics iiX unit, a premier provider of motor vehicle reports (MVRs) and preemployment screening services. He began his career with iiX more than 20 years ago. Throughout his career, Robby has served a number of roles, including account manager and account executive, and he has also managed sales and marketing initiatives. Robby completed his bachelor’s degree in business management from Sam Houston State University in Texas

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