In direct response to your feedback, Media Temple has some big improvements for you in 2019: introducing new products, revamping and improving our service and support programs, and expanding our managed Amazon Web Services (AWS) offerings to provide you more choices for fast and nimble cloud solutions. We’re confident these efforts will create a better overall experience for you. Because that’s exactly what you’ve asked for. As such, we’re introducing a new monthly newsletter called (mt) Voice, so you have full visibility into how Media Temple is responding to your feedback.
Listening is our Priority
Over the last two years, Media Temple has created new customer satisfaction surveys following calls and chats, engaged in customer councils, and invited our customers to company meetings to enable you to provide us direct feedback. The main source of this feedback comes from our Net Promoter program which surveys our customers to understand how likely they are to recommend Media Temple to a friend or colleague, and why. We have a dedicated team that reads each survey and responds to our customers to ensure we have as much information as possible.
Our Surveys are Serious
Over the last few years, surveys have become a mandatory part of running a business. No doubt you’ve probably received numerous surveys asking you to rate a transaction or provide feedback about an experience or a company. And if you took the time out of your day to provide this critical feedback, how many times did someone follow-up with you regarding your response? I’m sure you can count that on one hand, if at all.
For those of you who have responded to a Media Temple survey, you’ve received some kind of response from a Media Temple employee either thanking you for taking the time to reply, or asking for more information about the feedback provided. This is because we take what our customers have to say very seriously. Media Temple has a dedicated team of Customer Success Managers whose job it is to read each survey, research any issues, acknowledge the feedback, forward the feedback to the most relevant team or leader, and finally follow-up with the customer about how we’ve been able to translate the feedback into action.
This happens hundreds of times a week. But currently, it’s on a one-on-one basis. To better align our projects and initiatives around your feedback, we’re introducing the (mt) Voice monthly newsletter, to be an avenue for you to clearly understand how we are responding to your feedback.
We think this is important for a couple of reasons:
First, we need to make sure that every project and initiative undertaken at Media Temple aligns with what our customers need.
Second, we want you to know that each and every survey is read, answered, and disseminated to all Media Temple employees as a reminder that we are here to serve you, the customer.
Got some feedback for us?
You don’t have to wait for a survey. Feel free to reach out to us at (310) 841-5500 or online, anytime.