Results That Matter: Technical Drive in 2025

It’s been a busy, rewarding year at Technical Drive.

From thousands of helpdesk tickets to major project deliveries and growing cyber resilience, our focus has stayed the same, delivering reliable, responsive IT support that our customers can trust.

Here’s a snapshot of what we’ve achieved together over the past year.

Our Helpdesk Remains at the Heart of What we Do

• 99% positive customer satisfaction
• 15,477 tickets resolved
• 69,778 alerts opened year-to-date
• Average phone wait time: under 30 seconds
• Average resolution time: just 3.12 hours
  

Behind every ticket is a real person who needs help, often urgently. Keeping wait times low and resolutions fast, while still delivering a great customer experience, is something our service desk team takes real pride in.

A 99% positive score tells us we’re getting that balance right.

2025 was Another Strong Year for Project Delivery

• 98.1% positive project satisfaction
• 1,243 projects completed
• 96% positive score for onsite engineers

Whether it’s infrastructure upgrades, cloud migrations or strategic IT improvements, our projects team has been busy helping organisations move forward.

The consistently high satisfaction scores, especially for our onsite engineers, reflect not just technical expertise, but clear communication, professionalism and approachability on every engagement.

Cyber Security Continues to be a Top Priority for Businesses of all Sizes

• 2,943 cyber security tickets handled
• 35 customers achieving Cyber Essentials accreditation

From responding to security alerts to helping organisations meet compliance standards, our team has supported customers in building stronger, more resilient defences.

We’re Often Asked Where these Numbers Come from…

So it’s worth explaining how we gather them. Our customer satisfaction scores are built from a mix of real conversations and real-time feedback.

We carry out customer satisfaction surveys and follow up with customers by phone, giving people the chance to talk openly about their experience.

We also collect feedback automatically after every helpdesk ticket using SimpleSat, so customers can quickly tell us how we did while it’s still fresh in their minds.

Alongside this, we track response times, resolution times and project delivery through our Professional Services Automation (PSA) platform, which helps us keep a clear, accurate picture of our performance across the business.

And as We Drive into 2026…

These numbers represent more than just activity, they reflect trust. Trust from our customers that we’ll answer the phone quickly, resolve issues efficiently, deliver projects successfully and keep their systems secure.

As we move into the next year, we’ll continue to build on this foundation: improving where we can, listening closely to our customers and keeping IT straightforward, supportive and human.

Thank you to everyone who’s been part of our 2025, customers, partners and our own brilliant team. We’re looking forward to what comes next!

And behind every percentage is a real conversation. To get a better feel for how our customers experience our support day to day, take a look at the results of our customer satisfaction survey.