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Tech support — it’s only good enough if it makes them smile

There’s only one way to know if your tech support is good enough:

  1. Ask every customer, every time
  2. Ask in a way that the customer will answer (not a multi-question survey)
  3. Ask for one meaningful answer, and nothing more — were you happy? Did we solve the problem? Would you recommend us?
  4. Show every single answer to the person providing the support and their boss

37signals does it right:



Screen shot 2011-08-02 at 2.30.58 PM

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