Supplier News
UK – Inspired on a roll with its customer service
By Phil - 28 October 2013
Inspired Gaming Group, a supplier of SBG gaming machines and premium games to UK bookmakers, including William Hill, Betfred, Paddy Power and over 20 independents, is celebrating taking its customer service to new heights with its third consecutive period of improved LBO customer satisfaction survey results.
Between July 8 and August 4 2013, Inspired’s customer service team made 548 telephone calls to various LBO venues within 30 minutes of a field engineer closing a service request ticket. Feedback gathered from customers relates to various aspects of the visit by the field engineer including helpfulness, knowledge, professionalism, appearance, and general satisfaction regarding the service request experience.
Amongst other positive results, feedback showed that in the last period, circa 98 per cent of customers were happy that the time taken for an engineer to reach their sites met with their expectations and circa 98 per cent of customers were satisfied that the engineer solved the problem; this is a steady rise from 96.3 per cent and 97 per cent respectively across 12 weeks.
Lee Gregory, Managing Director for the UK at Inspired Gaming Group, commented: “We are proud of our service team’s ability to react quickly to all situations and to fix issues in record time. We are therefore extremely proud of these latest results. Inspired’s server-based VLT gaming machines are the highest income machines in UK bookmakers and we’ve signed a number of new contracts recently as a result. I am sure that our exceptional, and constantly improving, customer service levels are a contributing factor in the commercial success of our machines and our rapid growth in this market. We are committed to being number one and will continue to make improvements wherever possible.”
