Toplevel after-sales customer service continues
to deliver for customers

The success of Toplevel Computing's ongoing investment in providing high-quality after-sales service was reflected in the high marks the company received in this year’s customer service survey.

How do you rate the speed of response when contacting Toplevel?

Half of the company's customers thought the speed with which the company responded to enquiries was excellent, while another 40 per cent rated it as good. "Toplevel provides a much quicker response than we experience with larger suppliers," says the e-business manager at one rural District Council. "Usually, they’re able to answer queries on the spot over the phone." The e-government manager at another District Council confirms that Toplevel always provides a "speedy response."

How do you rate the professionalism of Toplevel's staff?

All the survey respondents rated the professionalism and helpfulness of Toplevel's staff highly, with more than 40 per cent describing it as excellent. The systems development office at a seaside borough council says "Toplevel is one of the better third-party suppliers I have dealings with." A business analyst at a county council agrees: "Support staff will always get back with an answer."

How do you rate the knowledge of Toplevel's Technical staff?

Customers also value the investment Toplevel has made in hiring and training technical staff, with 55 per cent – half as many again as last year – rating the level of knowledge Toplevel's staff bring to customer projects as excellent. "Once they're up to speed, they respond well to technical issues," comments the customer manager at a central government department.

How do you rate the quality of advice given by Toplevel?

The quality of advice available from Toplevel also scored highly, rated as excellent or good by 95 per cent. The ICT systems officer at a small borough council confirms, "I’ve been very impressed with the service we’ve received."

"Although we're pleased by the excellent results in this year's survey, we continue to listen to feedback about how we can improve our services still further," says Jane Roberts, Toplevel's Sales and Marketing Director. "For instance, in response to customer comments, we're adding more information to the Customer Forum, such as a monthly tech tip, information about new releases, reports that customers may find helpful – starting with a server hardening guide – and the latest pricing for our services. Another project in 2008 will be a review of our manuals to address concerns from customers that they're hard to follow. We're always open to customer suggestions for how we can do better."