Our Customer Satisfaction score dropped a little to 90% for November, but was on the rise again for December, finishing at 91%. We measure this by asking customers who contact our support team if they are satisfied with our response. Over 10% of customers respond.

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Our call wait time for call answering during December was 39.5 Seconds and the average response time to email & web tickets stands at 3.9 Hours.

In response to feedback our inbound telephone options now have less initial announcements before the call is processed and the IVR menu options on the support line also provide a route through to our sales team.


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  1. Stephen van Scoyoc 19th January 2014 at 5:56 pm - Reply

    Unfortunately, this isn’t really a very good way to measure customer satisfaction. My satisfaction as a longtime customer of Gradwell is poor and it has nothing to do with my calls to customer support. Our upcoming exodus from Gradwell is due to other problems with Gradwell.

    • Nick Thompson 30th January 2014 at 12:07 pm - Reply

      Stephen, if you would be kind enough to contact me I would like very much to understand your issues and ensure we remedy the problem.

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