Customer Satisfaction

Understanding your satisfaction with Landmark Customer Support is critical to continually improving our services. Feedback is requested from Closed Case surveys and from an Annual Customer Satisfaction survey

Case Satisfaction Survey

This survey is run after a case is closed. The results and survey questions are displayed below. These results are updated on a quarterly basis.

What is your overall satisfaction with the support service received on this case?

• Very Satisfied
• Satisfied
• Neither Satisfied nor Dissatisfied
• Dissatisfied
• Very Dissatisfied

How can I submit a general complaint?

You can submit a complaint by contacting support@lgc.com. The Feedback link on the Customer Support Portal indicates how this process works.

How are complaints handled?

Complaints and dissatisfaction expressed in the Closed Case surveys are taken seriously and handled by Support Managers. You will be immediately contacted to discuss any dissatisfaction you express with the Customer Support service you received on a case.

2007 Annual Satisfaction Survey

The annual satisfaction survey is used to assess customer satisfaction with various aspects of Landmark services and products. The Customer Support results and survey questions are displayed below.

The 2007 Landmark Satisfaction Survey asked the following questions pertaining to three areas in Customer Support:

• What is your overall satisfaction with Landmark's Customer Support Service provided?
• What is your satisfaction with Customer Support's processes and technology:
  • Effectiveness of the phone system to connect your call to a qualified analyst in a timely manner
  • Effectiveness of email support, if applicable
  • Hours of operation that meet your needs
  • Usability of the Customer Support Portal
  • Quality of technical information available on the Customer Support Portal
  • Usefulness of technical information available on the Customer Support Portal

Actions

Customer Support Website

• In mid-Q4 2008, the Customer Support Portal will provide improvements in the searching capabilities of the website and relevant content:
• A new search engine will be available for searching knowledge information. This new search engine will have natural language rather than just keyword search technology.
• More relevant solutions will be accessible.
• Search performance will be faster.

Telephone Menu System

Dislike the long phone menu options? Use Quick Call to rapidly select a Product and skip many of the menu selection steps.