"We've been refining this process since early 1999, and we're getting better and better with improving the number of surveys we get returned, with our scores, and with what we do with the information," said Rosenberg. "We're very pleased with the positive feedback we're getting from our customers, and we're always looking for ways to provide better service."

"Since we started the process, we've gotten 234 surveys returned by our customers, and we've steadily been upwards of 4.5 in our scores.  The average score for the entire seven quarter period is currently 4.67, or 93.45%," said Rosenberg.

Rosenberg attributes the strong scores to the dedicated support staff to handle customer service issues.  "Paul Sawchuk has been managing our Customer Support Center for over two years now, and since he started we've grown the team from just him to Paul and three other engineers.  Everyone in the CSC is highly qualified - CNE or MCSE - and having the dedicated personnel lets our support people focus on support, and our project people focus on projects.  This lets everyone do their job well, with focus and thoroughness," noted Rosenberg.

"We've worked on making the surveys a habit, for our staff and our customers," said Rosenberg.  "Our staff have a performance incentive based on score and on number of returned surveys, and our customers are entered into a drawing for gift certificates as a thank you for taking the time to return them.  With a good volume of returned surveys, this lets us measure our performance with some accuracy, and since I review every survey we can look for performance issues and situations where we need to improve service in a given situation."

QTS was founded in 1992 by Neil Rosenberg, its President and CEO. The company integrates computer hardware, software and advanced technologies within Novell and Microsoft network environments. QTS serves a wide range of businesses of all sizes. Its primary base of clients consists of law firms in the New Jersey and New York City area. QTS works with many of the largest law firms in New Jersey based on its extensive experience and knowledge with law firm environments. Both the President, Neil Rosenberg, and the Executive Vice-President, Martin Tuohy are attorneys. This gives QTS a unique perspective in understanding the needs of law firms, and how technology solutions need to be deployed in this environment.