In 2017, we achieved a Net Promoter Score of +76, which is classed as “excellent”.
This standard measure of customer satisfaction asks customers to use a scale of one to 10 to score how likely they are to recommend a company to a friend or colleague. This is then used to categorise each customer as a Promoter, Passive or Detractor, with the percentages of these then used to calculate the score.
Possible scores range from -100 to +100, and a score of +50 is considered excellent. To put it into context, Microsoft has a NPS of +34, while Dell’s NPS is +24, so we’re very proud of our score of +76.
Service Level Agreements
We achieved a performance level of 98% on our Service Level Agreements in 2017. We monitor our performance closely to ensure we deliver on our promises and continually work to improve our processes and customer service. The hard work of our teams in 2017 can clearly be seen by this result, and we continue our focus on service in 2018.
We use ITIL best practice frameworks for our service management, with our Service Design, Transition and Operation teams striving for continuous improvement in line with these. In 2017 we also implemented Agile methodology to improve the efficiency of project delivery and to enable us to increase levels of customer satisfaction.
ISO 9001:2015 Achieved
In 2017 we successfully migrated to the latest ISO 9001 standard for our Quality Management System. We developed and implemented 13 key processes in order to comply with the new standard, and a successful BSI audit in November confirmed our compliance with the updated requirements. The 2015 standard has a much wider remit than the precious 2008 version, and now covers all aspects of the business.
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PSU Service Review 2017
Download the 2017 Service Review to see our SLA performance, our customer satisfaction and how we're constantly striving for improvement with ITIL & ISO standards.Download