Securus’ Field Services Organization Achieves Exceptional Scores in Customer Satisfaction
Press Release Dec 29, 2010
Dallas, TX —/PRNewswire/-- Securus Technologies, Inc., a leading provider of inmate communications services, today announced its Field Services organization has consistently achieved exceptional scores in customer satisfaction throughout 2010.
Securus tracks customer satisfaction through its “CSAT” program. The program regularly collects customer feedback through surveys and measures satisfaction levels in order to identify opportunities for continuous improvement. Surveyed customers answer performance related questions and apply a grade for each question answered. These scores are tallied and grouped into one of five satisfaction level categories as follows (with 5.00 being the best score possible):
- Delighted 4.75 – 5.00
- Satisfied 3.75 – 4.74
- Neutral 3.00 – 3.74
- Dissatisfied 2.00 – 2.99
- Total Dissatisfied 0.00 – 1.99
In 2010, Securus’ Field Services Organization (made up of Field Technicians and Technical Support Specialists)has consistently achieved exceptionally high scores – scoring an average of 4.70 for the past 11 months. Additionally, 95% of those customers surveyed have rated the service provided by Securus Field Services as Satisfied – with 73% of those satisfied customers being delighted with the service they have received. This level of performance is considered best-in-class in our industry.
“We value the importance of our customer relationships and have embedded this mindset into the culture of our organization,” said Zamin Alikhan, Senior Director of Field Operations for Securus. “We also understand that collecting data from our clients is only the first step. Turning this data into actions that get noticed by our customers is our intention. We believe this is what separates us from our competitors and helps us achieve outstanding customer service for our clients.”
Securus Technologies, Inc. is one of the largest suppliers of detainee communications and information management solutions, serving approximately 2,400 correctional facilities and over 850,000 inmates nationwide. A recognized leader in providing comprehensive, innovative technical solutions and responsive customer service, Securus’ sole focus is the specialized needs of the corrections and law enforcement communities. Securus is headquartered in Dallas, TX, with regional offices in Carrollton and Allen, TX and Atlanta, GA. For more information please visit the Securus website at www.securustechnologies.com.