Originally published on 07/22/2025
We collect customer feedback in a variety of ways, and the support case customer survey helps keep the pulse on our goal to be a Premier Service Provider. This FAQ covers the survey details and why it's so important for customers to complete their survey.
What is a support case customer NPS survey?
Net Promotor Score, or NPS, is a four-question survey that captures customer sentiment focused on the experience with Avail Technologies. The survey is used by 2/3 of Fortune 1000 companies (a.k.a. ~700 of the most profitable companies in the US) to measure the likelihood that a user will recommend a product or service. The questions are always followed by an optional, open-ended question allowing users to provide additional feedback about their experience. Avail also collects feedback within ETMS using the Wayfinder tool to gather feedback directly from our users.
How does it work?
When a support case is closed, the customer contact that submitted the case will receive an NPS survey via email. The survey can be completed at the user’s leisure.
When users click on the blue box titled Start Survey, the survey form opens up with four questions allowing users to provide feedback about their support case experience.
What happens to responses?
Responses are collected and reviewed weekly by our Customer Experience team. We value your feedback and want to hear from you. We provide positive feedback to our support team which helps boost morale. We also follow up with you on any negative or constructive feedback. Our goal is to always provide you with a premier service experience.
Why should customers complete the survey?
Regardless of the channel - ETMS, support case, RMA - NPS surveys are the most direct way for customers to provide feedback to Avail. The captured feelings and opinions are relayed to Avail Leadership who own the responses and subsequent action items.
What if customers have more questions or feedback?
Encourage users to complete the surveys as they appear. We're developing more ways for customers to provide feedback, but in the meantime, they should reach out to their designated Avail representative (support, account manager, project manager, etc.).
Do you have information on the Customer Support Process?
Here is a link to the Customer Support Best Practices article for reference: Customer Support Best Practices – Avail Technologies. As always, if you have questions or need any assistance, please don’t hesitate to contact the Avail Customer Experience Team either by submitting a case via the AvailTec Portal or for critical or high-priority cases by calling (814) 234-3394 option 1.
Thanks for your questions and for helping us deliver Premier Customer Service!
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