Geskus Staying ahead of Customer Service

Over the past 18 months, Geskus has been fortunate enough to grow our business by over 30% and maintained a renewal rate of 99%. What is our secret? Well, it’s no secret at all. It all comes down to great customer service. Unfortunately, for much of the country, many have seen a massive drop in customer service quality. Most are forced to subject themselves to long hold times, unfamiliar company representatives, and unresolved issues.

Below are some findings to back up this information. NBC and Telemundo-owned television stations surveyed consumers around the country about their customer services experiences. Here is what they found…

The Country’s Customer Service Experience

As you can see from the chart above, the recent pandemic hasn’t fared well for customer service.  Almost seventy-five percent stated that their customer service experience has worsened.  

It can be very frustrating when all you want as a consumer is to be heard. Being able to communicate your needs to your vendor is one of the most important aspect of a great experience. How do you do that if it is continually getting harder to reach someone -- According to the survey, “78% said they had contacted a company multiple times to address a single concern. Nine percent have gone so far as to attempt contact more than 20 times by telephone or email.”

“I couldn’t get anybody to answer the phone,” consumer Shirley Tucker said. She said she made repeated calls to a customer service center that went in circles. "The recordings kept looping back and looping back.”

What should be equally important is response time. Don’t get me wrong, everyone gets busy but, a response time longer than a few days is unacceptable. As you can see from the cart below the majority of consumers are waiting much longer than 24 hours to just get a response. How do you build a relationship without communication?

Geskus’s Customer Service Experience

The past few years have not been easy for many of us. Our industry has not been immune to the decline in customer service. However, Geskus has been! I know it is easy to just say these things but here are some stats from over the past year that back this up.

Geskus has photographed over 250,000 students over the past 12 months. In those 12 months, we have only received emails from under 4% of our families. 1/3 of customer concerns were resolved in under 2 hours or less, with the rest of them coming in at 12 hours or less. Include that with our industry-leading turnaround time and our 3.4% retake rate and its easy to see that there is nothing that is standing in our way!

At the forefront of what we do, communication is of the utmost importance. We want our partners and their families to know that they are being heard. I know that with the hard-working and dedicated team that we have at Geskus there is no question that this is being accomplished. At Geskus, our partners and their families come first!