We’re constantly striving to improve our web based room scheduling software and the service we provide to our customers, and one of the things we’re most proud of here at MIDAS, is our professional, knowledgeable, friendly, and responsive customer support.
That’s why we regularly review how we’re performing on this front, and make our findings public, to ensure that our customers who’ve taken out an Annual Support Subscription with their purchase of our scheduling software, are getting an unrivaled support service!
To ensure our very high standards of service, we analyze the wait time between when a priority support email is received by us, and when a subsequent response is given.
When we last analyzed our performance, back in February, we found that for the first month of 2013 over 90% of support request emails were answered within 2 hours of receipt, regardless of the day of the week!
We’ve now analyzed our performance again for the month of September 2013, and our support is now even more responsive than ever!
The table below shows the percentage of Priority Support emails and how quickly they were answered in September 2012, January 2013, and now in September 2013.
| September 2012 | January 2013 | September 2013 | |
| Answered within 1 hour | 76.29% | 85.95% | 87.18% |
| Answered within 2 hours | 90.72% | 91.23% | 94.87% |
| Answered within 3 hours | 92.78% | 94.74% | 94.87% |
| Answered within 4 hours | 93.81% | 96.49% | 97.44% |
| Answered within 5 hours | 94.85% | 98.25% | 100% |
| Answered within 6 hours | 96.91% | 98.25% | 100% |
| Answered within 7 hours | 98.97% | 98.25% | 100% |
| Answered within 8 hours | 98.97% | 100% | 100% |
| Answered within 9 hours | 98.97% | 100% | 100% |
| Answered within 10 hours | 98.97% | 100% | 100% |
| Answered within 11 hours | 100% | 100% | 100% |
As you can see, for the month of September 2013, all priority support emails received were answered within 5 hours without exception (in January, all priority support emails were answered within 8 hours without exception, and a year ago all priority support emails were answered within 11 hours without exception!)… and it’s worth mentioning that all priority support emails get a real, individually tailored, human response – not just a standard “automated” or “canned” reply that some companies use!
In addition to the figures in the table above, in September 2013, we broke this down further and found that over 74% of priority support emails were answered within just 30 minutes (up from just over 70% in January 2013), and that nearly 60% of priority support emails answered within just 15 minutes!
Now, how many companies do you know where you can get a real human response to your email query that fast, any day of the week!!?
So if you’re considering MIDAS for your organization’s scheduling needs, but are perhaps worried about support issues, or whether an Annual Support Subscription to MIDAS is worth having, the above figures really do speak for themselves!
Still not convinced? Read some of our Customer Reviews about our scheduling software and the outstanding support we provide!