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We published our Customer Promise in June 2011 as one way to show the significance that we attach to good customer service.

Our pledges hold little weight though, if they are not backed up with evidence to show how we perform against them. This is why we now ask our customers to rate their experience each year.

The results of our first annual customer survey (conducted September 2011) are presented below.





Based on your experience with 1st Easy, would you be likely to recommend our service? Yes: 97.8% | No: 2.2%

When you call us or send an email, how do you rate your experience in terms of being able to easily contact the right person or department for help with your question? Very good: 78.7% | Good: 19.1%

When you call us during office hours, it is our aim for you to speak with a real human within 30 seconds of dialling. How do you rate our success in meeting this target? Very good: 80% | Good: 17.8% | Satisfactory: 2.2%

When you send an email or open a support ticket during office hours, we aim to reply within one hour. How do you rate our success in meeting this target? Very good: 74.5% | Good: 23.4% | Satisfactory: 2.1%

When you work with our technical support team, how do you rate their level of understanding and knowledge? Very good: 83% | Good: 17%

How do you rate the knowledge and advice that our sales team have offered? Very good: 75.6% | Good: 24.4%

We aim to make it easy for our customers to leave feedback, which we can use to improve our services. How do you rate the ease with which you can do this? Very good: 58.7% | Good: 34.8% | Satisfactory: 4.3% | Poor: 2.2%

Dan Smith
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