Total Customer Satisfaction
Central to our Customer Satisfaction program is our Customer Satisfaction Survey.
We conducted a customer satisfaction survey to find out how we could improve our services to you. Overall, we received a 92% Customer Satisfaction score for your experience with us. We have also analyzed the results of the survey in depth and have identified the areas where you required clarification but also felt we could improve. Below are the actions and the on-going commitments we have taken to improve your experience of Telehouse.
1. Waiting times at reception
We found that, in addition to early morning busy times; there are other times when reception is busy. We have decided to make changes to the way in which our contractors check-in at Telehouse which has now made a significant improvement in waiting times.
2. Elevator Wait Times
The survey identified some confusion with the procedure for using the elevator. The elevator in each of the Data centers are fully available for use by all customers on a first come, first serve basis and we have made the procedure to use it clearer in the customer handbook.
Testing and improvements in WiFi access has been undertaken. We can confirm Telehouse WiFi access is being improved on an ongoing basis across the site, and the process of access is via the 24/7 Operations Helpdesk.
4. Cable removal
Concerns in relation to the restrictions of cabling on site, particularly the very full risers, trays and cable runs were raised. We appointed a large-scale team to remove unused and unwanted cables and removed in a six-month period, almost 700km of cable which amounts to 10 tons in weight. This program is on-going and we trust that, in spite of increasing demand for new cabling on site, that cabling routes will be freely available.
5. DC power availability
You said that it was not clear if Telehouse can provide Direct Current (DC) power, as well as Alternating Current (AC) power. We can confirm that Telehouse can provision DC power by supplying DC rectifier equipment and we now make this clearer in our customer handbook.
6. PCI DSS Certification
You asked if Telehouse can support you with the Payment Card Industry Data Security Standard (commonly known as PCI DSS). We are pleased to say that we hold PCI DSS accreditation for the physical secure environment on site.
7. Simplified handbook
You told us there is too much jargon in our customer handbook, so our new edition will be clearer with a glossary of terms. We have also improved the content of the handbook so that there is more detailed information.
8. Lack of space in New York
We appreciate that in the past we have been limited in offering space, however we have and will continuously make available space in our Data Centers to accommodate your requirements regardless of size.
9. Sales and customer support
Over the past year we have expanded our sales and customer support team to improve their availability. This has had an immediate effect on response times. We will also be bringing in new initiatives in 2013 to ensure we build a closer relationship with our customers.
Our aim at Telehouse is to meet your needs through customer-focused behaviors. We take total customer satisfaction seriously and we will endeavour to meet your expectations as much as possible. But we do not want to stop there. We really hope for continuous constructive dialogue to make Telehouse the very best it can be!