Customer Service comes first, and is key to setting us apart from the rest.
What does this mean to me?
Forget about call centres with hundreds of technical staff awaiting your call, our approach to service means that wether you are a small business or a multinational company, you can expect to get through to someone you know, who knows your business, and who will go that extra mile.
To acheive this we:
- Hire exceptional customer focused staff
- Monitor and Measure everything so that we can improve our service
- Use Customer surveys to compare our success against other leading companies (View Live results here)
- Dedicate a small IT team to you, that gets to know your business
We are always looking to improve, and we welcome feedback from our customers so that we can go that extra mile in the future.
How we measure our customer service
To measure our customer service we use a few different methods. Firstly we use a system called Netpromoter. The Net Promoter Score, or NPS®, is a straightforward metric that holds companies and employees accountable for how they treat customers.
NPS is based on the fundamental perspective that every company’s customers can be divided into three categories: Promoters, Passives, and Detractors. By asking one simple question — How likely is it that you would you recommend Your IT Dept. to a friend or colleague? — we can track these groups and get a clear measure of your company’s performance through its customers’ eyes. Customers respond on a 0-to-10 point rating scale and are categorized as follows:
Our current Netpromoter Score for 2010 is 90%
This compares with an industry average of 7% and is up along side Apple with 77%
We also closely monitor our SLA response and resolution times to support tickets, this ensures that we are delivering a service that meets our customers expectations and our own high standards.
SLA Performance
Average Ticket Response Time - 5 Minutes
% Hit our SLA Response Time – 100%
% Hit our SLA Resolution Time – 93%
