Technology Advisor Blog

Thank You! Customer Survey and a Sock Drive

Posted by Ann Westerheim on 8/4/14 10:35 AM

BHCH Sock Drive - Thank you!Thank you!  Thanks to everyone who sent in a customer survey card back in June!  As promised, in appreciation for getting cards back, we donated a big box of socks to Boston Healthcare for the Homeless:  122 pairs of socks were donated! 

In the survey, we asked clients: "How likely is it that you'd refer Ekaru to a colleague or a friend?"   The overall core values repeatedly cited in the responses are responsiveness, knowledge, and friendly service, and we were pleased with the overall response (80% of cards were a 9 or 10 and over ½ of the cards were a 10).  We want to keep improving our strengths, and of course we need to correct things when we fall short of expectations. 

The key areas we are working on strengthening are better communication and follow-through on open issues.  We’re working on call flow to get a faster response to support calls and a faster resolution including full root cause resolution.  We’re also working on team coverage so that more resources can help you get faster resolution.  Typically one person on the team works with you regularly and gets to know you very well, but to provide better coverage, we need other team members ready to step in seamlessly when needed. 

Another thing a few people have asked for is simplified billing.  Instead of hourly billing, we will also be offering fixed priced engineering support contracts based on the number of users at your site.  Call us if you’re interested in exploring this.

Tags: customer survey, Sock Drive, BHCHP

Thank You! Spring Client Survey and Sock Drive

Posted by Ann Westerheim on 6/22/11 3:44 PM

Ekaru BHCHP SockDriveThanks to all our clients who returned survey cards this Spring. In a tradition we started last year, we're donating socks to Boston Healthcare for the Homeless Program (www.bhchp.org) for all the cards we received.  This year, we'll be sending 112 pairs of socks. 

Why socks?  Access to shoes and socks is often limited for the homeless men and women living in shelters and on the streets. Rain-soaked feet, ill-fitting shoes, constant standing and diseases like diabetes take their toll on the feet of homeless people. Every day, BHCHP's nurses and physicians treat a huge range of foot ailments - from trench foot to skin infections, from frostbite to nail diseases.  The best way to prevent such conditions is to keep feet clean and dry – very difficult if you spend your days outside. Clean, white socks are a staple of homeless health care and make a real difference in the lives of our patients and the quality of care that we can provide.  (From www.bhchp.org).

Thanks to our clients who took the time to complete the survey cards and provide feedback.  It's important for us to hear what's important to you.  We love to hear from you when things are going well, and we need to hear from you when we can improve.  For more about what our clients have to say about Ekaru, visit our web site: http://www.ekaru.com/clients/.

P.S. If you're a Red Sox fan, there will be drive at the July 9 and July 10 games at Fenway vs the Orioles:  http://www.bhchp.org.

Tags: Customer service, customer survey

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