CLIENT CHARTER

COMMUNICATION EXPECTATIONS

Purpose of the business:

To provide visitor-focused website design services to small and medium-sized businesses.

We interact with our clients and enquiries via:

  • Email
  • Phone
  • Meeting in person
  • Online chat
  • Social media

Communication Standards

We will develop and lead on prompt, efficient and timely communication.

Our aims:

Email

  • Reply within 1 working day

Phone

  • Answer when you call if we are available
  • Respond by the end of a working day if a voicemail left
  • Respond within 1 working day for missed calls that have no voicemail

Online chat and social media

  • Reply when you send us a message if we are available
  • Respond within 1 working day for messages left when we are not available

Support

  • Urgent issues upon viewing an email, answering the phone or hearing a voicemail
  • Change requests within 7 working days unless otherwise agreed
  • Error corrections within 2 working days