We understand the importance of customer feedback and actively encourage our customers to keep us informed about the service we provide, even if it’s not always good news. satman is our online system where we accept, monitor and respond to customer complaints, compliments or feedback.

No login is required and it’s a simple process to either create a new comment or track the progress of a previous submission. New comments are automatically issued with a unique ID and PIN which is notified to the originator by e-mail. This step ensures complete confidentiality and allows both parties to monitor progress or updates at any time through to a conclusion.

Where a service level agreement (SLA) is in place, the satman system provided an audit trail that can be examined at a later date to ensure that standards have been maintained. As a further dimension to this process, we can easily create tailor-made online satisfaction surveys that can be issued to individuals or groups of customers. The survey process is quick, efficient and easy to use with the results summarised in a series of defined management reports.