2021 User Survey

We need your feedback on how we are doing with our user support goals:

1: Provide our software users with with prompt, professional, and personal technical support when needed. We do this by assigning a dedicated user support technician to each customer.

2: Provide our community of users with resources to keep them informed of software updates and best practices for using the software. We do this by offering a monthly newsletter, quarterly update webinars and monthly user webinars.

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* 1. How many stars would you give our technical support?

Why did you select this number?

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* 2. What is your most preferred method to get the technical support you need?

Email my tech

Phone my tech

Online Help Guide

Is there another way you would like to see support available? Please share below (e.g. live chat)

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* 3. Are you satisfied with the response time when you email or leave a voice mail for technical support

Extremely satisfied (I hear back in under 30 minutes - even if it is to share they'll get with me ASAP)

Very satisfied (I hear back in 45-60 minutes)

Somewhat satisfied (It is over an hour before I hear back)

Not real satisfied (It is 90 minutes or more before I hear back)

Not at all satisfied (I have to follow up)

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* 4. How much time does it typically take to get your issue resolved?

On the call

Same business day

Two to three business days

Four to five business days

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* 5. When you have a more complex issue to resolve, how well does your technical support representative keep you informed of the progress ?

I receive frequent updates.

I have to follow up to see how things are going.

Any comments?

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* 6. Do you have any unresolved issues?

Yes

If you do have an unresolved issue, please share so we can resolve it.

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* 7. Are ACEware support representatives professional and courteous in his/her interactions with you?

Extremely professional and courteous

Very professional and courteous

Somewhat professional and courteous

Not so professional and courteous

Not at all professional and courteous

If you selected anything below very professional and courteous, please share your experience(s).

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* 8. What would improve our support and/or our support and maintenance program?

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* 9. Do you hear from your support representative other than when you contact them?

No. And that's OK. I'll reach out to them when needed!

No. I wish they would check in with me now and then.

Yes. They check in and I appreciate it!