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Customer Survey and our Service Improvement Roadmap

Our Customer Survey and Service Improvement Roadmap


We're delighted to report that we've concluded the analysis of our Customer Survey, and the results have shown some excellent improvements across all aspects of our business.  Over the next couple of weeks we'll be adding to this page with some of the feedback areas that we know you'll be interested in, starting with:

'What 'one thing' could Chess improve? 

1. Ticket Communications

You told us:

- You want to be kept more up to date through the ticket process.

- To stop closing tickets before confirming everything was resolved.

- Make tickets easier to follow.

Improvements to come
  • Improved Customer Ticket Comms
    We are constantly improving and consolidating the content of the emails that our ticketing system sends to customers, when a ticket is created, updated, and closed. Improved emails will result in a more efficient experience for the customer.
    On Thursday 17 March we implemented new ticket responses, simplified to provide clear and consistent communication for customers, which should make them much easier to follow.  Before a ticket is closed, customers will be asked if there is anything further that we can help with, we hope that this will reduce the frustration felt by some customers who report early closure of tickets. Customers can also use the option to re-open a closed ticket if they need more information.  
  • Portal Query Optimisations
    We have identified a number of areas where query execution times can be improved and the customer experience made even better.

2. Customer Portal Features

You told us:

- Improve log in and two factor authentication

- Make ticket updates easier to follow

- Self Service – add or remove select services such as contracts

Improvements to come

We are carrying out a review of the log in process again and the authentication process to see where we can make improvements. On Thursday 17 March we implemented new ticket email replies which should help to make the tickets easier to follow at each stage. Feedback so far has told us that customers are finding the new system much clearer to follow. Our development team are scheduling work to include more features that will allow customers to add or remove select services.  

  • Notification Centre
    A new customer notification centre similar to the type found on social media sites and other online account management platforms. Notifications might include confirmation of an online payment, the results of a line check, notice of a price change, service outages, time-to-pay warnings etc.

3. Simplifying Your Bill

You told us:

- Invoice format and the detail can be too complicated, further breakdown required

- There can be multiple invoices across product area

- Requesting invoice as an attachment

Improvements to come

We are reviewing our invoices to see if we can itemise in more detail, change the settings to ensure that bills are attached, and we are looking at one bill for all services.  


4. Payments

Improvements to come
  • Telephone Key Pad Payments
    This will allow customers to select an option from our phone menu, and pay their bill over the phone using their telephone keypad.

5. Technical Support 

Improvements to come
  • Line Fault Checker
    This new feature for the Customer Portal will allow customers to perform their own diagnostic tests to determine whether there is a fault on their line.




Chess is one of the UK’s leading independent and trusted technology service providers, employing 300 skilled people across the UK, supporting over 20,000 organisations.

 By leveraging world-class technology, Chess helps you to connect your people, protect your data, grow your business, reduce your costs and work better together, which means your business, your people and your customers can thrive.

At Chess, we’re passionate about our unique culture and our continuous investment in our people to be industry experts. We’re extremely proud that our people voted us No.1 in ‘The Sunday Times 100 Best Companies to Work for’ list 2018, and we continue to celebrate more than ten years in the top 100.

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You can fill out the form and one of our product specialists will contact you shortly with more information.
To contact our Sales team directly, please call 0344 770 6000 and choose option 4.
Customer Service
For general queries or to report a non-urgent fault, please log a ticket on our customer portal using the email address associated with your account. Logging a ticket is quick and easy to do. Once you have logged your ticket, we will respond within 24 hours or your Service Level Agreement, whichever is quicker.
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