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Thank you for taking the time to share your feedback. It’s great to hear how strongly you value the team around you – creating a supportive and close-knit culture is something we’re really proud of, so it’s encouraging to see that reflected in your experience.
We also appreciate your comments around service desk priorities and customer satisfaction. Delivering an excellent customer experience is central to what we do, and we measure this in a number of ways across our services. For example, on our Service Desk we actively collect customer satisfaction (CSAT) feedback on closed tickets, with around 1,000 responses each month. In our most recent results, 97% of customers reported a positive experience. This feedback is shared transparently across internal dashboards so all teams can see how we’re performing and where we need to improve.
Alongside this, we monitor key service drivers such as speed of answer, first contact resolution, and other experience indicators to better understand what drives satisfaction. We also gather feedback following project delivery and run broader initiatives such as annual Net Promoter Score (NPS) surveys, ongoing sentiment analysis, and regular customer reviews with Account Managers and Service Delivery Managers.
That said, feedback like yours is incredibly important in helping us continuously evolve. We’re always looking at how we balance operational efficiency with customer experience, and your comments will contribute to those ongoing discussions.
Thank you again for your honesty, and we’re really pleased to hear how positively you feel about your team.
