Listening to our publishers and subscribers
Through the Client Satisfaction Survey, Subscriber Service Survey and the regular Dovetail User Groups we can determine where
we're ahead of the curve and where there's room for improvement. The results are published annually to our clients - so
there's complete transparency in terms of key performance indicators.
Your Questions Answered
Q. What is the Client Satisfaction Survey?
A. It's a chance for clients to have their say. Giving publishers the opportunity to provide feedback on how well Dovetail is doing.
Q. What is the Subscriber Service Survey?
A. It's the UK's biggest-ever survey of its kind - giving publishers the chance to canvas subscriber opinion on all levels of service satisfaction. From delivery issues to views on FREE gifts - this survey brings you the full picture on subscribers. If you are not a Dovetail client (but would like to take part in the 2010 survey) and want to see an extract from last year's results click here.
Q. What is the Dovetail User Group?
A. Independently chaired by Jim Bilton of Wessenden Marketing this active client user group helps to guide the Dovetail investment strategy and set the agenda for the annual client day.
Gold standard services
To keep Dovetail at the top table in subscriptions marketing & fulfilment our board continually backs investment in developing the fulfilment operation. This now consists of…
- The sophisticated call centre with 120 seats
- State of the art email management software provided by Altitude
- Flexible on-site data entry team
- Efficient product and gift fulfilment (with 23,000 square foot of storage space)
- The latest online subscriptions transaction and self service software
- Secure payment transactions
Our obsessive focus on customer service ensures happy subscribers and long-term profitability for our clients.
Cross-selling and up-selling
The level of customer service excellence achieved leads to new opportunities for publishers – including increased revenue generation. Evidence of this comes from the magazine cross-selling and up-selling generated through our call centre staff. With dedicated customer service training, the team are regularly exceeding all their sales targets.
