The results are in from our customer service survey! We’d like to say a big thank you to everyone who participated.
We received a lot of valuable feedback and taken some cues for how we can improve going forward. Here are a few of the things we’ve been working on, and a few more we’re looking at for 2016:
The personal touch
Survey respondents overwhelmingly liked the personal element of working with us, and almost half said ‘Sincere’ was our defining quality. We’re making deliberate decisions – like refusing to automate our help desk – to maintain this personal approach, and we’re committed to making sure our clients see the benefits.
Uncertainty is one of the biggest contributors to stress in the industry, so we’re implementing new ways of keeping our personnel up to date. SMS notifications are going to improve the way we operate our standby lists and help us touch base with personnel in a way they can count on.
Rigforce Facebook alerts
We’re also trialling a new system of private Facebook alerts for Rigforce crew, which will offer immediate updates in time-critical situations – Remote Check-In may soon be a thing of the past!
A lot of personnel survey responses included the impact of the job on their loved ones. We’ve recently become a partner of FIFO Families and encourage all personnel to make use of the fantastic resources FF provides. We’re also looking at other initiatives which deal with the bigger picture of life on the rigs in terms of health, happiness and community.
We plan to review our flight and accommodation management this year, to give us more direct control over travel arrangements. This will allow us to respond more quickly to changes – and hopefully take some of the stress and uncertainty out of the process for crew.
We know a lot of our clients are time-poor and need all the information at a glance, so we’re fine tuning our content to make it quicker to read and more user friendly.
Thank you again to everyone who took the time to complete the survey. We value feedback at any time and we’re excited about this year’s new developments!
Rigforce communications are intended to provide general information and commentary and should not be taken as professional or legal advice.