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For example, Technical Support strives for a customer satisfaction rating of 95% or higher. "The Technical Support group is on track for a nearly perfect year," says Michelle Randolph, Director of Technical Support. "At over 1,800 calls per month on average, that will be quite an accomplishment." Likewise, the courseware satisfaction numbers are consistently high. "Over the last three months, our ratings have varied less than one half of one percent, and always remained above 90%," says Carla Woodhouse, Director of Courseware Development. "And we are always striving to improve that already high number." Return to this page monthly to keep tabs on our performance.
Every time a student takes a MindLeaders course, he or she can complete a customer feedback form. We receive thousands of such responses each year. Students can rate many aspects of our courses individually, but can also assign an overall score between 1 (poor) and 4 (excellent). The table below shows the number and percentage of overall scores received year-to-date that were 3 (good) or 4 (excellent).
Although our courses are very easy to use, there are times when students forget their passwords or when they have questions about navigation or other course features. Every time customers call us for technical support, we email them after we have answered their question and ask them to evaluate our technical support. Below are the number and percentage of times year-to-date that our customers have indicated that they are happy with the service they have received.
MindLeaders' maintains multiple servers capable of providing full service to our customers. We carefully monitor the availability of our system. Below are the availability results for our website year-to-date.
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