Nominet Customer Service Feedback

[ian]

Gotta love the email received; no surprise my feedback included them getting the template the right way around:

"Here at Nominet we wanted to take the opportunity to thank you for getting in contact with us on Matthew Brown whereby 11th October was handling your enquiry."

 

[aZooZa]

I had one of those yesterday, and they had it the right way around. Your feedback must have been productive

TBH, despite some of their daft and impoverishing policies over the years, you have to give Nominet their due as exemplifying one of the best customer service experiences around...

 

[Edwin]

I'll second that. I hate how money-grabbing they've become, but I've never had a bad customer support experience with them - in fact, they're pretty much as perfect as a company can be in that regard (which makes the contrast with their business practices even more galling)

 

[ian]

Yep, would agree, their customer service is good.

 

[Admin]

Really? You've obviously not had them assign your entire TAG's portfolio over to someone else then!

 

[Edwin]

Really? You've obviously not had them assign your entire TAG's portfolio over to someone else then!

No, obviously not. And that's definitely bad. But did they fix it promptly (I mean really fix it)? Because that takes the sting out of it a bit.

All I can talk about is my own experience... I had cause to call them since my previous post on this thread about a minor issue. The customer support team member took the time to find out the solution from the tech team, then took down all the details necessary to process the thing I needed done today on my behalf because I won't be able to log into the Member back-end interface and do it myself until tonight (which would be too late). As always, a friendly, prompt response - and the result I needed.

In fact, every time I speak to Nominet's support team, it sours me on customer service at other companies because I just can't help making the comparison.

 

[keys]

...

 

[Lovekraft]

Can only really echo that their customer support team have always been top tier in every instance i have contacted them over they years. I hear they get paid very well!

 

[ANY-Web]

I agree - the Nominet support team are very good and respond promptly
in individual instances. Full marks.

HOWEVER - my issue with the Nominet support is this:
There seems to be nobody at the helm of the Nominet support team saying
"let's see what the nature of these support calls / messages is and see
if a lot of these messages are about the same issue".

My idea of a truly outstanding support team is to say - "hang on, we seem to be
having lots and lots of messages from people who have issues with ..... (for example
domain transfers). Let's see if our development team needs to be involved to
see if we can make life easier for customers".

Yes, the support team are good but they don't seem to be interested / incentivized
to eliminate some of the recurring support problems at source.