Meaningful customer satisfaction stats

We continuously monitor and measure our IT support services to be on top of what our clients and their users need for us to deliver great Managed IT Support.

Our pursuit of five-star-rated IT support underwrites our fresh approach.

We continuously monitor and measure our IT support services to be on top of what our clients and their users need for us to deliver great Managed IT Support. Find out more >>

* These stats are Year To Date averages for our monthly closed ticket survey. Each closed ticket email contains a request for the user to complete a satisfaction survey. We ask core customer service questions to help monitor and track the quality of our service delivery team. These stats are collated using these responses and data from our support desk applications.

We ask these questions in our closed ticket survey, and annually to our clients’ business owners and main points of contact.

We use this industry-wide customer service metric to measure how satisfied customers are with our products or services.

This helps us understand our strengths and areas for improvement, allowing us to better meet our clients’ needs and expectations.

Retently 2024 CSAT Benchmarks states that B2B software and SaaS industry highest score is 76, with Internet and Software services ranking in at 61.

NPS is a market research metric that measures customer satisfaction and loyalty by asking customers how likely they are to recommend a company, product, or service to a friend or colleague.

We use this score to help identify areas for improvement and build stronger client relationships, ensuring we keep our client relationships happy and healthy.

Retently 2024 NPS Benchmarks for B2B states that B2B software and SaaS industry average score is 40, with Technology and Services ranking at 61.

This is a customer service metric that measures how easy it is for customers to get help from a company.

CES is a key support KPI to help us differentiate between overall product satisfaction and customer satisfaction with our support experience. It also helps identify areas for improvement.

Gartner released a customer effort score benchmark, showing customer effort score percentages below 70% as areas for improvement and above 90% as strong CES scores.

Each month we publish the results from our closed ticket survey, these results also show which of our helpdesk team had positive mentions and who won the free prize draw for completing the survey. We’ve seen a steady raise in the number of responses per month, which are now above the industry standard for our sector.

Click any of the titles below to see how we performed.

Not sure if you are getting the most out of your IT investment, feel that you could be working more efficiently if only you knew how to or just feel it’s time to get a second opinion to confirm or challenge the guidance you have been getting?

Our Workplace Discovery session explores how you work, the technology you use and identifies any challenges or pain points you may have. One of our senior consultants will then produce a high-level report that will identify any opportunities for enhancement, solutions you may like to consider or more modern ways of working that may benefit you.