We Hear You!

Our latest Customer Satisfaction Survey has now been completed and the results are in!

We have a milestone to celebrate as we have been carrying out our Customer Satisfaction Survey for 10 years! Every six months we get on the phone and reach out to as many of our clients as possible.

We want to know what really matters, how you evaluate us and what you really need from an IT partner. You, our customers, are our best source of information to ensure we keep our services in-line with your requirements. We want to hear it as-it-is!

Our January 2023 results are in and the Overall Customer Satisfaction Score is 93.5%!

“Our mission is simple – happy clients. This is the be-all and end-all of our business.”

Our January 2023 Customer Satisfaction Results!

What Matters Most!

Helpdesk Score: 92.9%

When something goes wrong, no matter how big or small, knowing that we continually aim for a super-fast response and getting through to an engineer straight away, is what really counts. Of course, sometimes there are situations where we need to call you back and a quick response call-back is vital. You want to know that your issue is in-hand and that we are looking at the best and most efficient way to put things right.

Onsite Technical Score: 96.5%

Time is of the essence, we know that. We only offer our high-quality support services to clients within an hour of our technical centre which ensures that if you need an engineer in person, we can get to you as quickly as possible, getting you up-and-running again. We have exceptionally high standards when it comes to site visits. We like to think of ourselves as an extension of your team, working alongside the day-to-day running of your business.

Account Management & Administration Score: 91.2%

All of our clients matter to us and we aim to build positive working relationships – the more we know about you and understand your business, the better we can support you. The ability to go above and beyond expectations, being in line with your wants and needs, clued up on your concerns and frustrations is our value-added service, but consistency is the key. We are delighted to report that currently, 94.4% of our customers have renewed their contracts with us for their IT support which is testament to our service overall.

We Take Action!

We are thrilled with the results of our latest survey, but it doesn’t stop there. Over the months ahead we have identified key points to action. We will continue to improve our Helpdesk response rate, simplify invoicing, make our Account Managers more accessible, continue to streamline onboarding and set up both beginning-and-end quality procedures across the company.

Maintaining Our High Standards Over Ten Years!

Reviewing how our survey results have changed over the past 10 years reveals:

• Our dedicated route to continued improvement.
• That although our customer base continues to grow, we do not let our standards slip.
• We continue to improve and evolve our level of service.
• Each and every customer is valued, whether you are new to us or longstanding.
• We believe that this is a unique quality that we embrace within the IT support industry.

Our 10 Year Customer Satisfaction Survey Results

Interested in the results for our last survey? Click here to learn more > 

Thank You!

If you were involved in the January 2023 Customer Satisfaction Survey, we thank you for taking part. As usual you can expect a little something in the post from us! If we were unable to get in touch with you this time around, feedback is always welcomed.

Please get in touch if you have anything you would like to share!