We at FA Solutions always want to improve our product, support, and communication with our customers to meet their expectations and requirements in the best possible way. To do that, we regularly gather feedback from our clients to find out what they appreciate and how they think we could improve to best answer their current and future needs. We are pleased to announce that in Q1/2022, our Customer Support team reached a customer satisfaction (CSAT) score of 99.6% out of 100%, which indicates that our clients are very happy with our customer support.
FA’s Customer Support Team is the first line and single point of contact for our customers’ all requests – whether it concerns usage instructions, incidents, problems, or tasks. The team solves approx. 95% of all incoming requests and filters the rest internally to other teams – Customer Success, Developer Success, or Product Development – for further actions and resolution.
Besides SLA measurements on request response and resolution times, the Customer Support team’s main KPI is customer satisfaction (CSAT). That is measured, monitored, and followed up constantly to develop and improve the team’s ways of working – and to keep our service above industry standard level.
After each request is set as solved, we send a CSAT evaluation asking how satisfied the requester was with the service received for that particular request. During the year 2021, our CSAT score was 98% (100% being the best possible score) with a response rate of 21.5% and during Q1/2022, the Customer Support team achieved a CSAT score of 99.6% with a 24.4% response rate. We are very pleased to hear our efforts to provide exceptionally good customer service pay off and our clients are this happy with our Customer Support.
“Very genuine interest in clients issues.”A client’s comment about FA’s Customer Support
Customer Success team also receiving good feedback and putting clients’ hopes into action
In addition to the Customer Support team, also our Customer Success team gathers quarterly feedback from our clients to find out how satisfied they are with FA Platform and our service and if we at FA could improve in any way. Our clients seem to appreciate especially the quick response time and good working relationship that help them solve their issues timely in cooperation with FA’s Customer Success team.
“I am always pleased with the timely responses I receive from the team at FA. Great assistance and it is a comfort to know that if any issues may arise, someone is always ready with a solution.”A client’s comment about FA’s Customer Success
“Very good service and great working relationship!”A client’s comment about FA’s Customer Success
The Customer Success team has also received valuable insights on how we could improve our product and service to answer our clients’ needs even better. In the latest product releases, we have, for example, made several architectural improvements to make our platform more scalable. We have also significantly improved our documentation for the customers based on client feedback to facilitate and streamline client onboarding and help our clients get the most out of FA Platform, and this work continues.
Did you get interested in learning more about how FA Platform could boost your Asset & Wealth Management business? Don’t hesitate to leave your details below and we will be in touch!