The ongoing evolution of our National Network is a key component of our customer-centric approach but we understand that despite the best-laid plans, sometimes things can go wrong. As much as we’d love for there to be no issues with our service, sometimes things happen - which is why we’ve put a best-in-class customer service approach in place to make sure resolving any issues is as effortless as possible for our customers. Let us show you what we do:
As the UK’s 6th largest ISP and with over 350,000 people connected to our Wi-Fi, we are delighted that our ambitious support targets continue to be met year on year. Glide targets a significant reduction in call volume each year and we’ve been smashing our targets with a huge 20% reduction on calls since 2016 despite significantly increasing the size of our portfolio.
One of the biggest headaches for property operators is making sure any internet related issues are dealt with swiftly so their residents can get on with their lives. At Glide, we pride ourselves on putting our customers first. For us, it’s all about an effortless experience for our users, which is why our support service offering is so extensive. If there’s an issue, we deal with it quickly and without hassle.
Over the last 12 months, we’ve launched a whole host of new initiatives to make sure our customers have the very best support experience. One of the initiatives we’re most excited about is our Support App, which we launched earlier this year to further streamline our troubleshooting and diagnostic process, making our customer experience swifter and more user-friendly.
There’s always an app for that...
A diagnostic tool that can be run from an app on a mobile device (IOS or Android), it aims to help residents troubleshoot with minimum effort - mainly by helping the support desk pinpoint the issue at the beginning of the call. Once the issue is pinpointed, it runs a series of checks and tests, giving the support desk the info they need to simplify the troubleshooting process for connectivity related issues. It also enables us to absorb the complexity of our wireless troubleshooting, thus enhancing the customer experience, reducing handling times, and reducing end-to-end fix times.
In addition, the platform also enables us to consolidate essential performance data over time, providing key insights into user experience at each of our serviced locations.
Why is it so straightforward to use?
The end user simply runs a scan with the mobile app. Once the scan is complete, they are given a unique key which they need to pass on to the support desk. The support desk agent enters this into a dashboard and all the info they need is presented back to them.
We speak your language
We’re all about end-user engagement and satisfaction, so in addition to developing new software, we’ve also introduced 2 new multi-lingual team members who are keen to help us communicate with our Chinese and European students. We have student user guides in 10 languages available on our help and support platform and we’ve invested in new software which enables our teams to manage digital communications in 28 different languages. Muy bien!
Award-winning Customer Service
In January 2019, Glide partnered with the Investor in Customers organisation (the UK’s leading assessor and award provider of customer experience) to analyse our customer service levels. Our customers and the IIC ranked our services as a solid ‘Silver’ and we’re aiming for Gold in our next assessment - and thanks to a detailed action plan and positive feedback in our quarterly reviews, we are well on our way to achieving our targets.
Let us take care of that
Customer Effort Score (CES) is a type of customer satisfaction metric that measures the ease of an experience with a company by asking customers, on a five-point scale of “Strongly Agree" to “Strongly Disagree" how much effort was required on the part of the customer to interact with Glide. In our most recent surveys, our Resident Customer Effort Score is a very successful 4 out of 5 (with a 16.5% engagement rate). In addition, our Net Promoter Score (which illustrates whether customers would recommend services to their peers) is currently sitting at +65. To put this in context, the average amongst other UK ISPs is +10 and according to Retently, “A score between 0 and 30 is a good range to be in, however, there is still room for progress. If your NPS is higher than 30 that would indicate that your company is doing great and has far more happy customers than unhappy ones.”
As part of our individualised, bespoke Service Management approach, we ask our customers to rate our speed, reliability, support provided, quality of reporting and their satisfaction with the Service Managers. In October, our returned results showed an average satisfaction score of 91% with all aspects of our service.
Our customers are at the centre of our business, which is why we have so many support options - and we’re planning on introducing more over the next year. Put simply, the less effort our customers have to expend to get the most from our service, the better. However, in the words of our Customer Experience Director Rhys Thomas, “Whilst we are pleased with the improvements made to our service provision, and the resulting satisfaction levels recently relayed to us by our customers, we remain steadfastly committed to reducing customer effort levels and making their experience of dealing with us nothing but a productive and pleasant one.” At Glide, the customer comes first. Always.
Managed Internet Service for University and Student Accommodation
Enhance your students’ online experience with better Wi-Fi for student accommodation. From in depth monthly service reports, annual reviews, marketing materials to a student friendly Service Desk and onsite support, Glide will provide everything you need for a fully reliable managed internet service for both you and your students.
Wi-Fi for Student Accommodation
Students want to be constantly connected, wherever they are. Glide’s best in class intelligent pervasive Wi-Fi means that students can enjoy a seamless internet connection across their multiple devices wherever they are in their student accommodation. Plus, all the support they need.
Get in touch with a member of our team to find out about our fully managed internet service. Call us on 03333 800 800 or drop us an email at firstname.lastname@example.org, or find out more details on our website.