Customer Feedback

How do we strive to create “history making” customer service…?

Simple, Convergence Networks listens to its clients.

Convergence Networks surveys at random the 3500+ individual end-users who call our company month in and month out. In this survey we ask our clients’ employees to rate our staff on a scale of 1 to 5 (5 being perfect) in the following categories:

As of May 31st, 2009, our combined average for the year was 98.12%, with over 3612 surveys returned. Convergence Networks takes pride in the fact that over 94% of our daily returned surveys reflect a perfect 5 out of 5 score across all categories.

In addition to our clients giving a numeric rating, they also have the option to provide written feedback in a comment field. This additional feedback is often the most useful, as it helps to highlight what is most important to that individual. It offers us insight into areas that need further improvement as well as ways we were successful or even exceeded expectations. How we analyze and use this data is where “history making” customer service truly emerges.

We take our client’s feedback very seriously. Every employee in our company receives an electronic copy of the surveys that are returned within moments of completion. These surveys are then reviewed and discussed every morning with our entire staff in an effort to adjust and improve our services wherever possible. Our goal: 100% of our surveys are 5 out of 5.

For three years we have solicited clients’ thoughtful responses, behind the scenes, and observed a steady overall climb of success. Their continued positive comments make us so proud of our “history making” service skills that we are now publishing highlights from current surveys online. It is our pleasure to share with you some customer responses selected from surveys returned.

Resolved Date: September 4th, 2009
Ticket 31465
Incident/Request: PDXWS21 now acting as the Dymo print server will not run headless
Comment: courteous tenacious and got it figured out quickly. lots of troubleshooting for this odd situation. Thanks Stephen!
  Marion
Resolved Date: September 3rd, 2009
Ticket 31465
Incident/Request: Cannot transfer info to EVR
Comment: Scott was great…as he is every time!! Bob
  Bob
Resolved Date: September 2nd, 2009
Ticket 32596
Incident/Request: Move Jaimie from Mission Viejo to Costa Mesa
Comment: YOU STAFF HAS ALWAYS BEEN TERRIFIC!!!!!!!!!!!!!!
  Steve
Resolved Date: September 1st, 2009
Ticket 32476
Incident/Request: Meet with Yvonne to discuss SEA project
Comment: Ryan came to see me to discuss the status of our project to be done in Seattle and also to discuss other issues. He is very professional and I am confident he will take care of our needs that were discussed.
  Yvonne
Resolved Date: August 31st, 2009
Ticket 31656
Incident/Request: Problems with scanning to email reconfigure Outlook profile and PST settings
Comment: I can’t say enough good stuff about Rick. he is always SO helpful even when I have a meltdown when something doesn’t work! He is a true asset to you organization!
  Shelley
Resolved Date: August 28th, 2009
Ticket 31465
Incident/Request: Password Protect Folder – disallow Robin access to her own folder using NTFS perms
Comment: Nick was great knew the best & simplest way to open my security, yet protect my data. very fast
  Robin
Resolved Date: August 27th, 2009
Ticket 32127
Incident/Request: enterprise activate JR’s new BB Curve
Comment: Eric did his usual awesome job.
  Jim
Resolved Date: August 26th, 2009
Ticket 31968
Incident/Request: Candace is unable to get a network connection on gps-whse04.
Comment: Josh was nice to work with and got me up and running.
  Candance
Resolved Date: August 25th, 2009
Ticket 31970
Incident/Request: Username for Sterling email has changed
Comment: ABSOLUTELY GREAT!!
  Dayle
Resolved Date: August 24th, 2009
Ticket 31695
Incident/Request: Creating an RDP file and connecting to a PC
Comment: Nick always does a great job. Through this process we realized it wouldn’t work how I wanted it to anyway but he can always make sense of what I really want even when I don’t know the proper terminology. Thanks Nick!
  Marion
Resolved Date: August 21st, 2009
Ticket 31541
Incident/Request: Operations user on veco-ws02 cannot send 13mb email
Comment: great job as always thanks so much!
  Kristi
Resolved Date: August 20th, 2009
Ticket 30793
Incident/Request: 8am 8/13/09 – Restart HTC12 then restart Itunes
Comment: Thank you thank you this task was accomplished with out a glitch.
  Larry
Resolved Date: August 19th, 2009
Ticket 30958
Incident/Request: System slow and connections to server not opening.
Comment: In the beginning of our relationship with Convergence I was concerned about speaking to different technicians about the same problem. I thought I should just stick to the same person. But what I have found out is that ALL the Convergence technicians are extremely skilled and can pick up where another one has left off. I no longer am concerned if I speak to three different techs. All are very courteous polite and eager to help solve the problem. Thank you Convergence.
  Kathleen
Resolved Date: August 18th, 2009
Ticket 30565
Incident/Request: Cannot see mapped drives.
Comment: Always are and always have been extremely helpful patient and polite. Also persistent in trouble-shooting problems. Much thanks and great work!
  Jack
Resolved Date: August 17th, 2009
Ticket 30869
Incident/Request: Add Don to disti lists
Comment: As always never a problem with my group. Love working with all of them. don’t change anything.
  Robin
Resolved Date: August 14th, 2009
Ticket 29515
Incident/Request: Request for access to server to setup some daily scheduled tasks
Comment: Appreciate the checks Convergence puts in place to safeguard our security.
  Karen
Resolved Date: August 13th, 2009
Ticket 29896
Incident/Request: Kelle wants her cell phone (LG env3) to be able to receive corporate emails
Comment: Scott was very helpful. He went above and beyond to get the job done.
  Kelley
Resolved Date: August 12th, 2009
Ticket 30723
Incident/Request: Outlook not seeing NK2 file
Comment: Josh and Scott have been great. I appreciate all the work they do to keep my system working efficiently.
  Lori
Resolved Date: August 11th, 2009
Ticket 30565
Incident/Request: Cannot see mapped drives.
Comment: Always are and always have been extremely helpful patient and polite. Also persistent in trouble-shooting problems. Much thanks and great work!
  Jack
Resolved Date: August 10th, 2009
Ticket 30046
Incident/Request: Governor’s Conference – AV questions from Rosalie
Comment: Thank you thank you THANK YOU!!! VERY helpful!
  Rosalie
Resolved Date: August 6th, 2009
Ticket 29548
Incident/Request: PDF attachment issue
Comment: I have had this issue with my computer for a real long time by previous support company – it was very inconvenient. Once I asked Convergence to address the problem – it was resolved quickly – THANK YOU!!!
  Jan
Resolved Date: August 5th, 2009
Ticket 29760
Incident/Request: lost folders in the O drive
Comment: Steven is always so helpful and nice to work with. Love working with him.
  Robin
Resolved Date: August 4th, 2009
Ticket 29443
Incident/Request: Easystreet is switching them from Postini to MXLogic
Comment: Their service has been exceptional.
  Mickey
Resolved Date: August 3rd, 2009
Ticket 29074
Incident/Request: Home Router/Wireless Setup
Comment: As always and especially on this work ticket that I asked for service on such short notice Convergence did a great job It is a real pleasure to work with the team and Nick always seems to have great ideas about how to get it done– one way or another.
  Jody
Resolved Date: July 31s, 2009
Ticket 28888
Incident/Request: my sent items scroll bar defaults to the lowest position
Comment: Stephen was a pleasure to work with and called me back to make sure it had all worked out correctly.
  Thomas
Resolved Date: July 30th, 2009
Ticket 28707
Incident/Request: PC appears infected with malware
Comment: It was early morning. luckily with Convergence I don’t have to go through the phone rigamarole. The tech got right on it and within less than an hour I was back at work…I appreciate that fact. Thank you!
  Donna
Resolved Date: July 29th, 2009
Ticket 28080
Incident/Request: Shelley’s email is not following her
Comment: I have to say that Rick is ALWAYS on the ball and does and excellent job. He is a rock star in my book!
  Shelly
Resolved Date: July 28th, 2009
Ticket 28181
Incident/Request: Hotel Concepts is running slowly
Comment: Thank you to Ray for all your help!!!!!
  Tonya
Resolved Date: July 27th, 2009
Ticket 28441
Incident/Request: Setup Diane on the scanner
Comment: My team is the best team ever please do not replace any of them. All of them know exactly what we need and go above and beyond to help me.
  Robin
Resolved Date: July 24th, 2009
Ticket 28080
Incident/Request: Links imbedded in emails
Comment: I have had this issue with my computer for a real long time by previous support company – it was very inconvenient. Once I asked Convergence to address the problem – it was resolved quickly – THANK YOU!!!
  Jan
Resolved Date: July 23rd, 2009
Ticket 28091
Incident/Request:Judy is missing programs from her desktop
Comment: Great to work with.
  Judy
Resolved Date: July 22nd, 2009
Ticket 27398
Incident/Request: Need help with accessing network
Comment: I am always treated respectfully and service techs are friendly and easy to work with. I think they’re wonderful!!!!!!
  Karin
Resolved Date: July 21st, 2009
Ticket 27338
Incident/Request: Setup second internet to gain speed/router VoIP
Comment: Dave was great as usual! Thanks!
  Brad
Resolved Date: July 20th, 2009
Ticket 27247
Incident/Request: Cannot log in to iCare
Comment: always very prompt and helpful
  Terry
Resolved Date: July 17th, 2009
Ticket 25628
Incident/Request: Dr Pepper Snapple Group – Antivirus Compliance Policy – NAC is preventing access
Comment: Nick was great he took charge and help get the problem solved even though it was on Dr. Pepper side of the problem. a big thank you to Nick Cooley
  Robin
Resolved Date: July 16th, 2009
Ticket 27317
Incident/Request: Printer IP Address Changed
Comment: Great organization with great people; never feel like a dummy although at times I am when it comes to
computers. Give them the highest marks.
  Kathleen
Resolved Date: July 15th, 2009
Ticket 27300
Incident/Request: lost file
Comment: He was very helpful and got back to me very fast. He found my lost file and got it restored. Thank you so much.
  Eva
Resolved Date: July 14th, 2009
Ticket 26934
Incident/Request: New user profiles needed at Bend
Comment: Scott was very expedient in getting our Bend office personnel set up. I have dealt with him before here in Salem and have been very impressed with the professionalism and timeliness of his ability to solve every issue so far.
  Lucinda
Resolved Date: July 13th, 2009
Ticket 26321
Incident/Request: Home network/connectivity problems – using company laptop
Steven excelled again. very patient. focused on my needs rather than getting home eerily on Friday. He actually stayed late to address my issues and did an after hour cell phone follow up to make sure everything was taken care of. Above and beyond. Thank you.
  Ryan
Resolved Date: July 10th, 2009
Ticket 26803
Incident/Request: AutoCAD licensing server not responding.
Comment: I have gotten help from Steven(sp?) twice now and he has been extremely helpful patient and easy to talk to. Both times he has solved my problems in a quick and professional manner. Thanks!
  Jennifer
Resolved Date: July 9th, 2009
Ticket 24759
Incident/Request: QuickBooks not working in multi-user mode / move data to DC01
Comment: Always excellent customer service!
  Kristen
Resolved Date: July 8th, 2009
Ticket 26808
Incident/Request: Change printer location description name from Program Dev Office to Copy Room.
Comment: As always customer support was helpful and timely.
  Kathy
Resolved Date: July 7th, 2009
Ticket S26693
Incident/Request: Session lockup/issue with report
Comment: JOHN WAS VERY NICE TO WORK WITH.
  John
Resolved Date: July 6th, 2009
Ticket 26629
Incident/Request: PAGER – Thin client doesn’t work
Comment: ALWAYS GREAT SERVICE THANK YOU!
  Denise
Resolved Date: July 3rd, 2009
Ticket 26235
Incident/Request: MAS 90 not working properly
Comment: Rick is always knowledgeable and very friendly.
  Rachael
Resolved Date: July 2nd, 2009
Ticket 25993
Incident/Request: Olivia needs to be set up on eug-officemgr
Comment: The guys are just super friendly and very helpful.
  Olivia
Resolved Date: July 1st, 2009
Ticket 26157
Incident/Request: Session Hung Up
Comment: ALWAYS GREAT SERVICE……
  Elaine
Resolved Date: 2/5/2010 1:00Ticket 55570  Incident/Request: Kimberly is having Network printer issues
Comment: All fixed – and really fast too.  Thanks!!
  Kimberely
Resolved Date: 2/5/2010 1:00 Ticket 55586 Incident/Request: local admin for Sheila on bgi-ws03
Comment: The person that helped me was very nice to work with and took care of my computer issue very professionaly…thanks-Debbie
  Debbie
Resolved Date: 2/13/2010 1:00 Ticket 56732 Incident/Request: Scanning for Brenda
Comment: Eric is the best.
  Brenda
Resolved Date: 2/20/2010 1:00 Ticket 57231 Incident/Request: Jim’s home machine is infected with a virus / BSOD / NOC move to .tsi & install AVG
Comment: All members of the team responded quickly.  The problems were much deeper than originally thought.  Eric Besore went above and beyond the call of duty actually delivering my computer to my home in the evening and getting it back on line.
  Jim
Resolved Date: 2/25/2010 1:00 Ticket 57921 Incident/Request: problems with firefox / network card driver update
Comment: Eric knew exactly what to do to solve the problem. Thank you!
  Travis
Resolved Date: 2/25/2010 1:00 Ticket 58134 Incident/Request: Roxanne is getting AVG errors in her outlook.
Comment: Josh was knowledgeable, friendly and efficient.  He stopped the error message and I was back to working in my Outlook in a very short time.  He took the time to explain the reason for the error message.  I appreciate that.  Thanks Josh!
  Roxanne
Resolved Date: 2/18/2010 1:00 Ticket 56071 Incident/Request: Jan needs access to the VPN
Comment: The team very quickly figured out why my computer was presenting difficulties in getting me connected to the VPN – They were positive, kind and as always let me know from the beginning that they would work to figure it out and make sure the problem was solved.  And as always they were VERY patient with my own lack of knowledge and expertise with my own computer!  Once again a fabulous job thanks thanks thanks!  Jan 
  Jan
Resolved Date: 2/24/2010 1:01 Ticket 57976 Incident/Request: Create Folder on the H drive
Comment: Rick was awesome as he always is!
  Jessica
Resolved Date: 2/25/2010 1:01 Ticket 57226 Incident/Request: Replacement UPS Battery
Comment: I liked Ryan’s reply when I told him that the beeping was driving my boss crazy.  He asked if I wanted the beeping sped up or stopped. 
  Kathy
Resolved Date: 1/6/2010 1:00 Ticket 49568 Incident/Request: Error message keeps opening.
Comment: As always convergence does a great job in solving our problems with style and humor :)
  sara
Resolved Date: 1/7/2010 1:00 Ticket 49851 Incident/Request: printing issue on portland19
Comment: The technician that helped me on paperwork day was very helpful. A big shout out to the technical team!
  Veverly
Resolved Date: 1/8/2010 1:00 Ticket 48960 Incident/Request: Wireless Internet
Comment: I’ve learned to contact Convergence FIRST when I have a question on phone/internet issues.  Not only did I get the answer I was looking for but a recommendation for a provider that is working out VERY well.  Thanks guys!
  Kathy
Resolved Date: 1/8/2010 1:00 Ticket 49916 Incident/Request: Outlook locked up when trying to send PDF files. Connected Via TERM02
Comment: Always very knowledgeable and friendly!
  Kim
Resolved Date: 1/10/2010 1:00 Ticket 50351 Incident/Request: pdxdc01.wfm.milwaukie  Raid errors
Comment: I love it: they just fix it and know what they are doing.
  Robin
Resolved Date: 1/20/2010 1:00 Ticket 51383 Incident/Request: PDXFILE01 VD 00/0 is now DEGRADED
Comment: Although I couldn’t figure out what this incident was from the description, now that I know I’d say I’m very pleased. All sorts of stuff happened and was taken care of before I even knew about it as I was on vacation. This is the way things are supposed to work!
  Marion
Resolved Date: 1/21/2010 1:00 Ticket 51648 Incident/Request: Print Screens Not showing up in Outlook
Comment: Rick was able to identify the problem before I even finished telling him what the problem was.  Great job – problem resolved.
  Tracy
Resolved Date: 1/22/2010 12:11 Ticket51257 Incident/Request: PDF Converter Issues/Questions
Comment: Couldn’t be happier unless the price goes down.  Thanks.
  Della
Resolved Date: 1/22/2010 12:11 Ticket 51924 Incident/Request: gnp-mheijer email misconfiguration on profile for user
Comment: The technician did my repair very quickly and it worked fully once he was done. No reason for me to call a second time, which was nice but also time effective for me.
  Michael
Resolved Date: 1/24/2010 1:00 Ticket 52292 Incident/Request: "My Pictures" folder slow to open -  Due to Microsoft picture manager.
Comment: I can always count on your guys to figure out my computer issues.
  Julia
Resolved Date: 1/29/2010 1:00 Ticket 53811 Incident/Request: malware- smarrs- pdxws21
Comment: The analyst that helped me was Dillon and he was great.  He was very reassuring, helpful, kind and patient with me.  He is the most helpful and the nicest analyst that I have dealt with.  I can’t stress how wonderful it was to work with him.  Thanks again Dillon!!
  Shannon
Resolved Date: 1/30/2010 1:01 Ticket 54190 Incident/Request: Install Office 2007 Compatability Pack on azalea.sap.providence
Comment: Perfect as always!
  Dayle

If you would like to receive more information simply contact us.


What People Are Saying

“I have always been extremely pleased with the service from Convergence; this time was no different—excellent! They are very friendly, tolerant of my technology ignorance and very quick and competent at fixing my problems and answering my technology questions.”
Brent Pockrus, Associated General Contractors