CUSTOMER SATISFACTION BY EMAIL

Customer Satisfaction Survey every 12 months

Feedback, feedback and more feedback. Every 12 months, with the first Survey being scheduled for January 2012, we will send you our '5 Minute Feedback' survey on an active pdf.

The questionnaire has been specifically designed to help us improve the depth and quality of our service to you. It covers such cover as 'quality of product'; 'quality of service; response to questions and queries' and technical support'.

5mutes over a cup of coffee is all it will take as we understand your time is valuable.



CUSTOMER FEEDBACK BY PERSONAL CALL

2 x personal calls to each Council's 'Key Contact' over 12 months to follow up on Customer Satisfaction Survey and provide a forum for current issues.

Supplementing the Survey and timed for the end of April and September, we will call you for a brief conversation on any current issues you may have or if you require additional information or if you simply wish to arrange a demonstration.



EMERGENCY HOTLINE BY PHONE

24/7 dedicated Hotline Centre for Enquiries/Technical Advice/Service Requirement

Problems have the nasty habit of occurring outside of working hours.

Our 24/ 7 Hotline will enable us to get back to you just as soon as possible after your call so that we can turn your problem in t a solution....fast!



FAQS

Dedicated FAQ page on our website of the most common questions and answers relating to our products

We've compiled a list of the most commonly asked questions concerning both our products and the uses surrounding pressure wasjh9ng and steam cleaning.

The list is dynamic as it will be added to every time we see  an increase in calls on particular issues.

Pleas don't hesitate to email us at any time with your particular question as it may well be of interest to your opposite umber in other Councils.



HELP DESK / HOTLINE BY EMAIL

Email facility 24/7 'Any questions / All the answers within 48 hours'

As an addition to our 24 / 7 Phone Hotline, the 24 / 7 Helpdesk has been designed to provide less urgent answers to some of your general questions other than 'emergency problems.

Please use or email address  helpdesk@steamster.com.au  to ensure we give your question the priority it deserves.



INFORMATION ñ GENERAL AND TECHNICAL

Direct links to information sources on environmental issues, cleaning techniques etc and direct access to Steamasterís Technical Information and Maintenance resources for all products

As from July 1, you will find additional links on our website covering relevant OH & S issues; safety information; the latest product news; the latest developments in pressure washing / steam cleaning etc.



PRODUCT CATALOGUE

Comprehensive Product Catalogue - initially in hard copy form, then, later on both the website and a linked
CDROM ñ a copy to each Council

We are currently preparing our 2011-2012 Catalogue. This will be sent to you no later than July 31 in  hard copy form.

A CDROM version, suitable for downloading will be available as from mid-August, together with a downloadable link on our website.



PRODUCT TRAINING

Equipment Training Program on-site for all major capital equipment sold

It is our strict policy to provide exceptional training on all capital equipment sold. The Training Package not only covers actual equipment operation, but also techniques for maximising performance and results as well as featuring critical OH & S procedures.



SPECIAL PROMOTIONS

4 Special Price Promotions over 12 months on selected equipment, consumables

Approximately every quarter, we will be offering Special promotional Deals in packages and bundles that offer even better value-for-money than the current cost-effective Contract prices.



TECHNICAL BULLETINS and QUARTERLY NEWSLETTER

At the end of every quarter, (beginning in September) you will receive our Quarterly Newsletter.

It will contain news of the latest products, case histories of other Councils' use of our equipment along with updates on product developments etc.

In addition, and as required we will issue 6 - 8 Technical Bulletins each year with information relating to upgrades; product changes and the availability of ancillary equipment accessories etc.



REVIEW OF CONTRACT PROGRAM

Every 6 months, the progress of the Support Program will be reviewed in close consultation with LGP.

The review  will afford Councils the opportunity to provide feedback (positive or negative) to LGP 'in confidence' so that both LGP and Steamsater can work towards further finetuning the Program to your needs.