by Anya Kricsfeld – November 19, 2009

The Archer Customer Support team is dedicated to providing an exceptional level of service to our broad client base. You can count on our experienced product specialists to answer your questions, resolve your issues and direct you on a path to success. I’m happy to report that our average resolution time for customer support requests in 2009 is .75 days, and our average overall satisfaction rating is 4.69 out of 5. These numbers reflect our commitment to meeting your needs with professionalism, courtesy and prompt attention.

For several years now, we have been soliciting customer feedback on our support process through customer satisfaction surveys. We recently updated the technology behind these surveys to make them easier and more user-friendly. Now, when you engage with Archer Customer Support with a question or issue, we’ll be sending you an invitation to participate in the customer satisfaction survey using a tool called Constant Contact.

The survey will ask you to rate your experience with Archer’s Support team based on the following factors:

•  Overall Satisfaction
•  Timeliness
•  Final Resolution
•  Completeness
•  Support Representative

When you receive a request to fill out our survey, I ask you to take a few minutes to respond and let us know how we’re doing. We greatly value your opinion and use your feedback to continue to improve our processes.

If you have any questions about our survey methodology or our Customer Support team in general, please drop me a line at anya.kricsfeld@archer-tech.com.