Elevating The Customer Experience

“Customer service is top notch.”
“The money saved as a small business is undoubtedly a huge plus.”
“The amount we save on merchant fees is significant and the customer service is outstanding.”

This year just got a whole lot sweeter: Our latest customer satisfaction survey yielded a best-in-class satisfaction score of positive 70, and we couldn’t be prouder! The quotes above capture just some of the happy sentiments shared by our customers. 

We constantly seek feedback from our 30,000+ business community in order to elevate their EFTPOS experience. As a part of this, we conduct an annual Customer Satisfaction Survey to obtain honest customer feedback and hear from them what they enjoy about their Smartpay experience, and what they hope to see from us next. This results in a net promoter score, which is an internationally recognised satisfaction score for a business’ customers, with a result that can range anywhere from negative 100 to positive 100. To have earned a positive 70, simply put, is a knockout result! 

When we say we’re a customer-obsessed company, that isn’t just lip service. It’s baked into the core of our business, and it’s why we prioritise services like 24/7, fast and efficient support for our merchants 365 days of the year. We want them to focus on doing what they do best: running their businesses. It’s our job to make sure their payments work seamlessly, as smooth as butter. Our customers voiced their appreciation, sharing their love for our low – or no! – fees and the ease of doing business with us. They also love our fast, personal and knowledgeable customer support; something we pride ourselves in. 

“They always answer the phone quickly, the service is just amazing!”

These survey responses help us prioritise our focuses for each year to ensure we are delivering what our customers want and need in their EFTPOS experience. From last year’s survey, our customers shared that they wanted more proactive communication from us during the rare occasion when there is an incident with their payments. We implemented an incident response strategy, including proactive communication and a Service Status page where our customers can get live updates. We also reduced the time it takes to reach our customer support team on the phone, and we have some exciting product updates coming in the year ahead. 

 “Communication regarding service outages has improved since the last survey. Keep it up!”

We’d like to extend a huge thank you to everyone who responded to the survey. We read every submission, and implementing your feedback will help shape how we operate as we continue our journey as the EFTPOS partner of choice for small-to-medium-sized businesses. We’re proud of our top-notch customer satisfaction score and remain committed to listening to our community to keep delivering a premier payment experience they know and love.