Behind Every Smileback 😊 Why Your Feedback Matters More Than You Think At the end of every service interaction, you’ve probably seen it – that brief email asking for your feedback. Maybe it feels like a small task, easily skipped in the rush of the day. But behind each and every Smileback rating is something much more powerful than a tick-box exercise – There is a real person, a real service story, and a chance to shape the way we support you. So, why do we ask for reviews? And what actually happens to your feedback after you click? Let’s take a moment to explain. 👥 Every Review Has a Human Behind It When you submit a review, whether it’s green, yellow, or red you’re not just rating a system. You’re interacting with, and rating a real person, who handled your ticket: Someone who might have resolved an urgent issue in the background, chased a third party on your behalf, or juggled multiple priorities to get your request across the finish line. Your feedback doesn’t just land in a spreadsheet. It’s read, considered, and – most importantly – shared with the team. Why? Because we care about what worked and what didn’t. A Positive review can make someone’s day. A constructive one can make us better. 💪 Why You Hold the Power It is an interesting fact that people are more likely to leave reviews when they are feeling frustrated – not when they are satisfied. It’s known as Negativity Bias. Our brains are biologically wired to notice and remember the negative more than the positive. That means we can sometimes overlook the everyday wins, the helpful responses, the small things done right. Your feedback, especially when balanced, helps us to break that bias. It ensures we don’t just focus on the loudest voices but build a full picture of what’s working and what needs attention. It keeps us honest, human, and accountable. 🔁 What We Do with Your Feedback 📈 Logged and reviewed after each ticket 📊 Analysed for trends – do certain issues repeat? Are there recurring themes we can address? 💬 Discussed in team meetings to reflect on areas to improve ✅ Used to inform service improvements, staff training, and communications Even reviews that feel harsh at first, are treated as an opportunity to learn. And if something wasn’t quite right – we’ll aim to put it right. 🌱 How You Can Help Shape the Service You Receive Your voice is valuable. By giving feedback regularly – not just when something’s gone wrong, or right – you help us build a service that’s genuinely shaped around what works for you. Here’s how you can help: Leave a quick comment when something goes well If something could be improved, tell us why – we’re listening Don’t worry about wording it perfectly – we’d rather have honest, than polished Know that every review is read by a real person 🎯 Your Experience, Our Priority We don’t ask for reviews out of habit, we ask because your experience matters. Whether it’s a password reset, a security alert, or a major outage – your feedback helps us learn, evolve, and deliver a service that keeps getting better. Behind every ticket is a person. Behind every review is an opportunity. And together, we can build something that works for all of us. We appreciate you taking a moment to share your thoughts and experience – because they really do shape what happens next. We are in IT together 😀