Every time a customer calls our service desk with an issue, we record this into our ticketing system. Once the issue has been resolved our ticketing system sends a survey to the customer asking the customer to rate us out of 5.
These results are fed back to the company who produce the ticketing system and are compared against thousands of other professional IT service providers. Our target is to exceed the network average proving (what most of our customers already know) that we are an above average IT company.
Maintaining a consistently high level of customer service can be challenging as the company grows and we employ more engineers. We now support some very large organisations so we don’t always have the prior relationship with the end users we serve on a daily basis, surveys are very much a reflection on the work carried out for that end user.
We’ve listed below our survey results since 2010 when we first implemented the survey system. As you can see, although customer service within the IT industry has fluctuated our service has always outperformed other providers.