Customer focus:

Media Message (Midlands) Ltd is committed to providing excellent customer service. Contact us at dave@mediamessage.co.uk if you have any questions or enquiries regarding the service you receive from us.

In order to measure and manage the service levels we provide we have set out the typical customer touch-points and added a specific time-commitment to each of them below.

Customer Service Targets:

 

Telephone calls to our office and mobile numbers:

  • To be answered within 4 rings
  • Or diverted to professional voicemail service

Voicemail messages to our office and mobile numbers:

  • Calls returned within 2 business hours

Email enquiries:

  • To be acknowledged with immediate auto-responder
  • Individual reply within 2 business hours

Project updates:

  • Telephone/email progress updates each 2-3 business days or as otherwise agreed

Briefing meetings:

  • Confirmed in writing within 2 business days
  • Storyboard produced within 5 business days

Revision requests:

  • Amendments made and returned within 2 business days unless otherwise agreed

Filming requests:

  • Dates confirmed in writing within 2 business days
  • Filming, subject to weather etc. within 7-10 business days of purchase order (subject to payment terms being agreed)

Editing and post-production:

  • Completed within 7-10 business days of filming finishing
  • Amendments made and returned within 2 business days unless otherwise agreed

Revisions:

  • One set of minor revisions (within the scope of the storyboard) completed within 5 business days of receipt of final ammendments

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