Customer Survey – Results and Changes

Introduction

We conducted an online customer service survey in April 2019.  This helped us to evaluate the effectiveness of our services, measure client satisfaction levels, gather invaluable suggestions for service improvement and get an opinion on what new service areas we should add to our portfolio.

Net Promoter Score

We asked, “How likely is it that you would recommend Netitude Ltd to a friend or colleague?”

Using the Net Promoter Score (NPS) system which measures customer loyalty on a scale of -100 to +100, you said:

Net Promoter Score: 21

Given the available -100 to +100 range, any score about 0 reads as ‘good’ because it indicates that our business has more promoters than detractors.  We are not the type of company that will settle for ‘good’, and we constantly look for ways we can do better for our customers and our staff.

Out of all the customers that filled out our survey, over 2/3rd said they would recommend or highly recommend us to a friend or colleague, we aim to boost our NPS score by implementing better transparency over our performance.

What we will be doing to improve:

  1. Publish monthly KPI performance on our public website
  2. Make our pro-active tasks more visible to all users in an organisation, not just our account contacts

Continual Service Improvement Initiatives

Our survey results also highlighted a range of qualitative information that acknowledged common themes across our client base. This allowed us to identify exact areas where we can improve to make sure we are meeting the needs of our clients.

We asked, “If there was one thing that we could do to improve our service to you, what would it be?”

We took on board your feedback, highlighted answers where we could see commonality and where we could implement something to improve.

You said –  “Regular updates on my ticket until it is resolved”

We did – We understand that you are busy and would like your issue resolved ASAP and that regular updates will allow you to plan your day more effectively.  We have reviewed our process for tickets that require a longer time to close and will issue regular updates to keep you in the loop more effectively.

You said – “Make Buzz Better for Learning”

We did – At Netitude we believe that user education is a key component in getting the most from IT systems and maximum efficiency in the workplace.  We now offer FREE Microsoft office and 365 training to our customers in our support portal.  The training available covers a huge range of subjects including Word, Excel, PowerPoint Sharepoint and many more.

You said – “give us a dedicated telephone number for the helpdesk”

We did – we now have a direct dial for the helpdesk, 0333 2412322.

Calling this line will cut out the usual IVR message and get you straight through to our service desk team.

Potential Service Extensions

We asked “Please rank the following potential service extensions in order of importance to you and your business (1 being most important to 5 being least important)

  • 24/7 Opening Hours
  • Enhanced Cyber Security Services
  • User Training Services (Cyber Security, Microsoft Office 365, SharePoint etc)
  • Weekend Opening Hours (e.g. 8 am – 5:30 pm – 7 Days)
  • Extended Opening Hours (e.g. 7 am – 7 pm Mon-Fri)

Overall, the results show that our customers  ranked our proposed service extension in the following order:

  1. Enhanced Cyber Security Services
  2. User Training Services (Cyber Security, Microsoft Office 365, SharePoint etc)
  3. Extended Opening Hours (e.g. 7am – 7pm Mon-Fri)
  4. Weekend Opening Hours (e.g. 8am – 5:30pm – 7 Days)
  5. 24/7 Opening Hours

What we are doing:

Cyber Security

We have recently launched our enhanced Cyber Security Services, and while our standard services will aid your organisation in meeting and exceeding Cyber Essentials plus standards our enhanced service really offers that extra level of security required in some industries and organisations.

Click here to find out more about our service

User Training Services

We are now planning our user training services, our first free training event is scheduled for October – let us know if you would like to be put on the mailing list

Extended opening hours

We are now making the required changes and hiring additional team members to allow us to offer extended hours of opening and support.  We may even be able to offer those services beyond the proposed 7 am – 7 pm offering. More details on this very soon.

We would like to thank our customers for the hugely valuable feedback. We are working hard to improve our service, expand our offering and stay ahead as the best IT services provider we can be.

Many thanks again,

 

Adam and the Netitude team

 

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