Customer Services – Meet the engine room!

Posted on 07 March 2018 in All news

Keeping customers happy is our priority, and we pride ourselves on excellent customer service.  We want schools who use our products to have the best possible experience from Contact Group, not just when they join us, but for the duration of their time with us.

Our dedicated Customer Services team based in our Widnes office, really are the life blood of Contact Group!   The team offers a full service to customers which includes service set-up, product training, migrations, handling queries, resolving technical issues, contract renewals, live chat and account queries.  They ensure customers are not passed from pillar to post, or transferred to countless people before having their issue handled – rather, they do everything they can to resolve a customer’s call there and then.

Meet the team:

Headed by Gaynor Jones (Senior Customer Service Account Manager), the team includes Laura, Donna and Sam.  Customers want to know they are receiving a personal service from a friendly team, and it’s always nice for schools to put a face to the name of their account managers.  These four certainly are a fun bunch!


Customer Satisfaction:

The team send regular surveys to customers to rate their service.  Analysis from the last 6 months show that,

  • 93% of respondents rated the way their query was handled as ‘excellent’ or ‘good’.
  • 96% of respondents rated our products as meeting their needs as ‘excellent’ or ‘good’
  • 88% of respondents said they were ‘extremely satisfied’ or ‘satisfied’ with the ongoing support/customer service they receive.

What’s more, we regularly receive feedback from individual schools singling out a particularly positive customer service experience or team member.

Comments like:

“The service I have received from Contact Group has always been excellent.  My Account Manager has a detailed understanding of the system and my needs as a client.  The team are always quick to respond to requests and go the extra mile to ensure I have the service and information I need.”  (David, The Southfield Grange Trust)

“The customer service I have received from our Account Manager has always been second to none.  Extremely helpful and friendly, nothing is too much trouble and is executed quickly and professionally”.  (Louise, Egerton Pre-School, Knutsford)

It was good to talk to you and find that there is lots of support available (School in Hayes, Hillingdon)

Thanks for all your help setting OurSchoolsApp up initially, I couldn’t have done all that on my own” (School in Birmingham)


The team have even received videos of thanks from Headteachers who are impressed with our Customer Service!

One Head’s message to our Customer Service team! from Contact Group on Vimeo.