It’s just the way we work at SkyMesh. There’s really not a person here who doesn’t do something every day to create a better experience for our customers.
We like what Jeff Bezos (of Amazon.com fame) has to say about continually working to make the customer’s experience a little better every day.
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little better”
– Jeff Bezos, Founder, CEO and President of Amazon.com
In fact, it’s the very reason we send out customer surveys annually.
But, continuous improvement at SkyMesh is not only about annual feedback.
We’re listening when you call, we’re paying attention when you write to us, and we’re taking heed of your social media feedback.
It’s the things you tell us all year round that help us build a service that works for you, and a brand you love.
Out of 32,000 Residential Satellite Internet customers, more than 3,100 Sky Muster™ and Sky Muster™ Plus customers responded to the survey.
For us, the most exciting news is that you feel we’ve continued to get better.
Remember, this is the aim of the game for us: To keep building you a better service.
You told us we’d moved the needle on last year’s performance by 8 points on the Net Promoter Score (NPS) scale.
That’s actually quite a tremendous amount of movement.
In 2018, our NPS was +36, and this year it’s come in at +44.
NPS stands for Net Promoter Score, which is a metric used in customer experience programs. NPS measures the loyalty of customers to a company. NPS scores are measured with a single question survey and reported with a number from -100 to +100, a higher score is desirable.
1) Firstly, Customer Monitor tells us in their Australian NPS Industry Benchmarks report that the Telecommunications Industry (that’s our industry) sits at an average NPS of -7. That means you think we’re 51 points better than the Telecommunications Industry average.
2) Secondly, Customer Guru shows we’re ranking up there with the big boys like Apple (NPS of +47) and Microsoft (NPS of +45) when it comes to our customers spreading the word about us. While we’re thrilled that our likeability ranks among major global players, none of this means we get complacent though.
We have great plans to give you even more of what you want in 2020.
A few comments from Satellite Internet service customers
“Top drawer company.” – Customer, Coffee Camp, NSW
“SkyMesh has great support and has been excellent to deal with. Free school holiday data is a great idea.” – Customer, Bells Beach, VIC
“Barely any problems/outages. When there are, SkyMesh fixes them ASAP and keeps customers updated.” – Customer, Casino, NSW
“Before we got our Satellite, we were using another company’s dongle for Internet, paying outrageous prices for next to no data. When we realised what we could get from you guys, and the price we would be paying, trust me, you are worthy of a 10!!! We are happy to say we are SkyMesh customers.” – Customer, Beaufort, VIC
“SkyMesh has been reliable for me to use in the bush.” – Customer, Flinton, QLD
We were gladly taken aback by the views you shared on your experience with our sales and support teams.
They work hard to get the best outcome possible for every enquiry, so it’s good to see it paying off for you.
Approximately 94 per cent of you see our Sales team as above average in your eyes.
Of that group, close to 43 per cent of you said the Sales team was good, with a further 51 per cent declaring they were excellent.
We’re pleased you’re having such an easy time with this crew.
“The whole process of getting set up with SkyMesh was easy, and I like the idea of no lock-in contracts.”
– Customer, South Maclean, QLD
It’s a particularly good thing that you’re happy with the experiences you’re having with the Customer and Technical Support teams. After all, these are the people you rely on for continued help long after the sale is made.
We expect these people to look after you well, and from what you’re telling us, it seems they’re doing a good job.
The Customer Support team are responsible for your enquiries about your account administration and billing.
Close to 93 per cent you said this team were above average.
Approximately 39 per cent of you said the Customer Support team were good and 54 per cent said they were excellent.
“If we have a problem, the team at SkyMesh work it out pretty fast.”
– Customer, Missabotti, NSW
It also seems we’re doing pretty well when it comes to giving you quality tech support.
The Technical Support team are responsible for helping you troubleshoot any problems with your Internet connection.
Like with the Customer Support team, close to 93 per cent of you feel you’re getting above-average support from our tech folks.
Approximately 38 per cent of people rated the team as good, with a further 55 per cent of people saying they were excellent.
“I can actually speak to a person when I have a problem and SkyMesh attend to it immediately.’
– Customer, Amamoor Creek, QLD
Probably the most common piece of feedback we got back about all three teams was that you liked that they’re based in Australia.
A large percentage of survey responses called out for better ways to track your data usage, especially when it comes to what the kids are up to!
Many people were more specific, saying you’d like to track your data usage on an hourly basis.
“Our children are home-schooled, and some of our daughter’s year 11 subjects use up to 10GB of data per day. Help please.”
– Customer, Gin Gin, QLD
We know it’s hard to manage your data allowance if you can’t effectively see how you’re tracking.
But help is on its way!
In 2020, you’ll see better data tracking tools as part of our upgrade to your online SkyMesh Account.
Better data tracking ability wasn’t the only request when it comes to educational usage of the Internet.
Quite a few of you asked about tools or information to help maximise Internet usage for home-schooled kids.
The good news is we’ve been compiling a library of useful information behind the scenes for a while now.
Keep an eye on our website and social media channels for its pending release early 2020.
One thing we’re looking forward to sharing with you is a terrific interview with Alana Moller, Federal President of the Isolated Children’s Parent’s Association.
That’s set to be on our website just after Christmas.
In this particular interview, Alana talks about the changes to home-schooling since the Internet landed on the scene. But she also offers up some tips on getting the most from your Education Internet Service.
In a rising trend, the survey delivered loads of people asking how to make the best of Satellite Internet for online gaming purposes.
“Send us info on how to make the best of using Satellite Internet. Kids can’t play online games as they can’t load games as Internet is always slow.”
– Customer, Nimmitabel, NSW
We’ve been aware for some time that people want to know more about online gaming with a Satellite Internet connection.
The problem here is that Satellite Internet connections are not ideal for some types of gaming. A limit exists on how much bandwidth there is to go around, which is why nbn™ have a fair use policy.
The good news for the gamers out there, however, is that we’ve been beavering away to produce content that will help you do what you love.
It’s coming very soon.
Close to 630 Fixed Wireless customers responded to the survey.
We heard you say clearly that:
By-and-large, your advice was that, really, it was the technology that had the most room for improvement.
“Happy with the service. Our big issue is nbn™. Being in a rural area with no line of sight to the tower means it can be slow and sometimes drops out.”
– Customer, Silvan, VIC
Your feedback for 2019 put our Net Promoter Score (NPS) for Fixed Wireless Internet services at +44.
This pushes us up two points from 2018’s score of +42. The year before, we sat at +38.
We’re glad this gradual upward trend reflects the incremental improvements we’ve been making across the network. At the end of the day, it’s all about improving your Internet experience.
A few comments from Fixed Wireless Internet service customers
“Good service, very rarely is there an issue, I had to ring once a while back, service team were excellent, and was sorted easily.” – Customer, The Whiteman, NSW
“Excellent service, friendly and understandable service techs.” – Customer, Brunswick, WA
“Service has always been good, and I have no complaints.” – Customer, Coffee Camp, NSW
“Good pricing, good speed, minimal outages.” – Customer, Boonie Doon, VIC
“A1 service. A1 Internet speeds.” – Customer, East Deep Creek, QLD
“SkyMesh have unlimited Fixed Wireless data at a very reasonable rate with good service and notification outages.” – Customer, Gympie, QLD
Ninety-five per cent of you thought our Sales team was above average.
When you break that down, 43 per cent of you said the team was good while the rest (52 per cent) said they were excellent.
“Good sales, customer and tech services.”
– Customer, Strathfieldsaye, VIC
In particular, the Customer Support team received substantial kudos from you, with 90 per cent saying they were above average.
Thirty-nine per cent of you said the team were good, and a further 51 per cent saying they were excellent.
“The support teams are so helpful and patient. My wireless nbn™ is very quick. I am happy with SkyMesh.”
– Customer, Eddington, VIC
The Technical Support team also received a great rap with 90 per cent of people saying they were above average.
From that cohort, 36 per cent said the team were good, with a further 54 per cent saying they were excellent.
The technical help has been very good for me as I am an aged customer.”
– Customer, Attunga, NSW
From both the Satellite Internet and Fixed Wireless Internet services, we heard loud and clear that you want more from the service you get as rural nbn™ customers.
And we want you to know that, yes, we do regularly advocate for you.
We are continually championing an increase in data and speed access for rural customers. This is at the centre of all our feedback to nbn™ when they run consultations across the Industry.
Happily, nbn™ take the feedback we give them seriously, so watch this space in the new year.
It would seem the old adage about Word-of-Mouth being the best type of marketing is spot-on.
The next most popular way of hearing about SkyMesh was via an Internet search:
The majority of people right across the board said they were persuaded to give SkyMesh a go because of the following features:
More than 87 per cent of both Satellite and Fixed Wireless customers were fans of their online SkyMesh Account login.
There were some detractors, with those that responded negatively saying things like:
Don’t worry if you’re unhappy with this service. We’ve got some very good news coming. Read on below.
We have overhauled the entire experience for you with the new online SkyMesh Account login.
The feedback we’ve heard from you in the past has been taken on board. We’ve modernised what you’ll see, and how you’ll navigate through the new online account.
You’ll find improvements to the way data is tracked, network status is communicated and that your ability to make changes to your plan has become easier. You can easily track your billing and get exclusive tips and tricks that are just for SkyMesh customers only.
This is set to come your way in the first half of 2020.
Also, in 2020, you’ll see us revamping plans across the spectrum of products and services we offer. These changes will be designed to give you more value and improve your access to data.
You’ve been asking for more of this, so you’ll notice 2020 is choker block full of stories, guides, videos, how-to articles and much more.
Willunga South, South Australia
East Deep Creek, Queensland