There’s nothing more frustrating than emailing a business for help and then having to wait ages for a real person to reply, right? Sometimes it can take days for any sort of human response from a business. And if it’s out-of-hours, a weekend or public holiday, this can further add to the annoyance in awaiting their response.
We do things differently!
We know that one of the key factors that sets our room booking software solutions miles apart from our competitors is our exceptional customer support. Not only are our support staff professional, friendly, and knowledgeable – they provide a fast response to queries too!
How do we know this? – Because our customers tell us!
“As someone who also works in the technical support industry, I am thoroughly impressed not only by the speed of satisfactory resolution but also from the fact that it was outside normal working hours!!!
I fully expected this to be picked up the next day and take a few days to fix.”
That’s recent feedback from a customer who emailed us with an issue at 5.40pm one Thursday evening. Within 90 minutes, we’d been able to diagnose and replicate the cause of his issue, update the customer, and seamlessly push an update out to his cloud-hosted MIDAS system to address it.
To ensure that we continue to maintain these high levels of service 365 days a year, one of the metrics we continually monitor is the speed of response to each Priority Support query.
In fact, we’re so proud of our responsiveness that we’re totally transparent about how our support team are performing. We even publish real-time live data over on our dedicated Service Status site.
As 2025 gets underway, we’ve also taken a few moments to review our support performance over the past several years. Here is how we’ve performed in recent times:
| Priority Support Emails… | 2019 | 2020 | 2021 | 2022 | 2023 | 2024 |
| Answered within 15 minutes | 64.24% | 65.86% | 55.16% | 56.81% | 53.31% | 50.38% |
| Answered within 30 minutes | 81.68% | 82.32% | 77.00% | 73.09% | 70.53% | 72.14% |
| Answered within 1 hour | 90.73% | 93.22% | 91.31% | 88.70% | 86.09% | 86.26% |
| Answered within 2 hours | 97.13% | 98.55% | 96.24% | 93.69% | 94.70% | 97.33% |
| Answered within 3 hours | 98.68% | 99.03% | 97.42% | 96.68% | 98.01% | 98.09% |
| Answered within 4 hours | 98.68% | 99.52% | 98.12% | 97.34% | 99.67% | 99.24% |
| Answered within 5 hours | 99.34% | 99.76% | 99.30% | 98.34% | 100% | 100% |
| Answered within 6 hours | 100% | 100% | 99.77% | 98.67% | 100% | 100% |
| Answered within 7 hours | 100% | 100% | 100% | 99.67% | 100% | 100% |
| Answered within 8 hours | 100% | 100% | 100% | 100% | 100% | 100% |
We also looked at the “average” response time across the same period:
| Priority Support Emails… | 2019 | 2020 | 2021 | 2022 | 2023 | 2024 |
| Average Response Time | 23 minutes | 20 minutes | 27 minutes | 34 minutes | 30 minutes | 28 minutes |
Key Takeaways
- Over the past 6 years, our Priority Support service has achieved consistent response times.
- More than half of all Priority Support emails are responded to by a human within 15 minutes of receipt.
- In 2024, the average response time to a Priority Support email was just 28 minutes.
- Over the past 2 years, all Priority Support emails were responded to by a human within 5 hours of receipt, regardless of the day of week or time of day.
- Even during a global pandemic, our support continued to be robust and responsive.
Our rock solid uptime and unrivalled support are just a couple of the reasons our customers choose – and indeed stick with – MIDAS for their business needs year on year.
So if you’re considering a new room booking system in 2025, and have been frustrated by your existing provider’s lacklustre response times previous, look no further!
We think you’ll be hard pushed to find a product back-up by 365 days a year support as efficient as MIDAS!
But if you’re still not convinced, check out some more of our Customer Testimonials about our booking solution, and the outstanding levels support we consistently provide year on year!
Oh, and we’re also rated ‘Excellent’ on TrustPilot where you can read more reviews.
Have questions and not sure whether MIDAS is right for you? Why not reach out to our sales team (who are just as friendly as our support team!)
