We’re not just in the business of making stuff work; we’re in the business of making people happy. And we do that in real-time. Whenever a request comes in, we diligently work as a team to come to the best solution. Once the process is complete, we ask for their feedback on the process through what’s called a SmileBack rating. That feedback then informs our team on what we’re doing well and where we need work.
Since we’re big on transparency, we thought we’d display our SmileBack rating right on our home page so everyone can see it. That number isn’t only on our website, but displayed on screens through our hallway where every team member can take a look at any time. As a team, we always strive to maintain a rating above 95%. If it ever dips below that number, it’s all hands on deck to solve it.
SmileBack is not just a process, but something that over time has helped to shape our culture. It’s a standard that we hold ourselves to. We’re always ready to go the extra mile because we know that your smiles — be they digital or IRL — are the key to our shared success.