In October 2024, we once again launched our annual Docmail Customer Service survey, a key initiative that serves to collect feedback about both our solution and the dedicated support team that stands behind it. It provides invaluable insights into the aspects that are performing well and identifies areas where enhancements may be necessary for us to remain as market leaders. Gathering this feedback is crucial for the ongoing development of Docmail, ensuring that we continue to maintain and exceed the high-quality standards expected by our users.
We were thrilled to have received an outstanding number of responses this year and would like to thank everyone who participated. Your feedback is not only appreciated, but it is also vital in shaping the future of Docmail.
At the core of Docmail's success is our exceptional support team, which consists of four dedicated individuals – Danielle, Verity, Caroline, Danny. The team are committed to assisting our valued clients with their mailings, always ready to offer support.
In our survey, we asked ‘When you contact the support team, do you find the team friendly, helpful and able to resolve your query?’ It was heartening to discover that 100% of people who had previously interacted with our team responded with a yes.
We also asked, ‘On a scale of 1-5 stars (with 5 being the highest) how would you rate the overall service you received?’ and an impressive 96% of our customers rated our service as either 4 or 5 stars, a clear indication of how helpful and supportive our team are to our customers and their mailing requirements.
Customer testimonials about our team were extremely positive and we are pleased to share just a few below:
There is no doubt that our hybrid mail solution would not be as successful without the expert support and care shown to our customers support team, who are at the very heart of the service we deliver. Remember the team are available Monday – Friday and can provide you with a range of support to ensure your mailings are created and delivered seamlessly.
We are dedicated to continuously evolving Docmail to meet the changing needs of our customers, ensuring our solutions are always aligned with their expectations and requirements.
Our survey asked, ‘Based on a scale of 0-10 (with 10 being most likely) how likely is it that you would recommend Docmail to a friend or colleague?’ where we found a resounding 94% of people voted 7 or above to recommending our solution (over 50% of these customers said 10). This highlights our commitment to delivering value and trustworthiness to those who rely on our services. We were able to use the results of this question to generate a Net Promoter Score, which sits at 59%, putting us in the ‘great’ category.
Additionally, 96% of people said they are satisfied, very satisfied or extremely satisfied with the solution. It was affirming to see that customer satisfaction levels are high, with the positive feedback reinforcing our commitment to continuous improvement and the delivery of a reliable, customer-centred solution.
Comments about the solution enabled us to see just how valuable the tool is to our customers. These comments included:
We received an outstanding level of feedback from our customers this year and it was lovely to hear the positive comments about both our product and the teams behind it. There was also an array of insightful constructive feedback that we found extremely valuable. We actively encouraged our customers to share their thoughts on potential improvements to Docmail and to suggest any additional functionalities that they would find beneficial. This approach helps us ensure that our service continually evolves in ways that are most useful to our users.
Once again, we’d like to thank everyone who completed the survey. We’re always open to any feedback, so if you have any suggestions or comments, please do let us know. You can get in touch by emailing customersupport@cfh.com or by calling 01761 409701.
If you’ve had a positive experience with Docmail, we’d be delighted if you’d consider sharing it on Trustpilot. Simply visit our Trustpilot page and click on ‘write a review’ to share your thoughts.
Fife-based Electricity Asset Services, specializing in electrical and civil engineering, employs CFH's Docmail system for improved communication with Scottish Power and staff.
