Customer Satisfaction

Customer Satisfaction

We ask "How likely is it that you recommend PSU to a friend or colleague?"

Customer Satisfaction

Measuring customer satisfaction for continual improvement

Serious about service quality

Customer satisfaction is very important to us and we use the feedback we receive to measure and improve every aspect of what we do.

We are proud of our excellent Customer Satisfaction results, but are always looking to improve. It's why we ask all customers who contact our Service Desk to complete the Customer Satisfaction Survey that they receive when their issue has been resolved.

How does PSU measure customer feedback?

PSU Technology Group measures customer satisfaction in a similar way to the industry standard NetPromoter Score, or NPS® metric, which is designed to hold companies and employees accountable for how they treat customers. Its simplicity enables employees at all levels to engage with customer satisfaction, as it delivers real-time information which they can act upon to improve service and achieve results.

Our current 2017 score*

Compare that to some of the 2015/6 scores of big well known brands, (Apple +41, EE -11, O2 7 and Sky -5) and you can see why we're proud of the feedback we get on our service.

Would You Recommend Us?

PSU measures feedback by dividing its customers into three categories: Promoters, Passives, and Detractors.

By asking the question — How likely is it that you would recommend PSU to a friend or colleague? — we can track these groups and get a clear measure of our performance through our customers' eyes. The service is rated on a 0 to 10 point rating scale and we then categorise our customers as follows:

Promoters are loyal enthusiasts.

Passives are satisfied but unenthusiastic customers.

Detractors are unhappy customers.

* we take the percentage of customers who are Promoters and subtract the percentage who are Detractors.

Contact us

Call us

Contact a member of our team

We provide Business Technology solutions across the UK. Please call us on our national freephone number to speak with our experts who will be delighted to assist you.

0800 652 4888

Email us

Contact a member of our team

We provide Business Technology solutions across the UK and will be delighted to assist you.

info@psu.co.uk