24/7 Customer support line
Our customer service team is located in the United States, India and Philippines. This ‘around the clock’ coverage ensures no phone queue is left unattended and the team is always available to support you. Our clients are also set up to directly communicate with the transcribers in the production team whenever possible. This direct conduit with the team that works on your documents reduces communication steps, increases quality and lessens the offshore gap experienced with other organizations.
High customer satisfaction
Although the industry measures satisfaction through the KLAS Survey, which we have been successful with, it is only once a year. Every quarter Acusis clients are asked how likely it is that they would recommend our service to a friend of colleague. If a customer answers 9 or 10, they are a promoter of Acusis. If a customer answers below a 6, they are a detractor. Anything in between is considered a passive customer. This is based on a standard quality metric developed by Fred Reichheld called the Net Promoter Score. Quality can be measured by asking a simple loyalty question and following through on improvements suggested by the customer.