Aztech Outperform UK IT Support Benchmark* Again

Client satisfaction is one of the key elements of running a business. After all, without clients you will struggle to succeed and expand. The best form of promotion is through a business’ existing client base. Therefore the need to provide excellent services and products is obvious.

Why is client satisfaction so important?
Nothing makes a business happier than being safe in the knowledge that their client base is happy with their level of service. Aside from that, customer satisfaction is imperative to – and directly indicative of – a business’ success, and can include factors such as:
a) Loyalty – clients are typically more loyal to a brand they trust in and are happy with
b) Differentiation – when it comes to renewing a contract, their satisfaction as a client could be a deciding factor between you and your competition
c) Longevity – a happy customer is a loyal customer is a long-time customer. Happy customers usually have no reason to move. This also reduces customer churn, which makes a company appear appealing both to customers, prospects, employees or potential investors
d) Cost-effectiveness – it costs less money to retain customers than to acquire new ones, which gives you more resource to improve your services and/or products

Measuring client satisfaction
At Aztech, we love data almost as much as we love IT support. We believe the more accurate data we analyse, the more we can flourish in future. For example, we target to answer 100% of calls within ten seconds, we resolve 92.9% of client IT issues within 30 minutes, plus, we have achieved a 98.4% satisfaction rating in the last 30 days.

But what does it all mean?
We don’t like to rest on our laurels, and continuously review our customer’s level of satisfaction. By doing so, we believe we can provide an even stronger level of support, and address any less-than-perfect areas, to provide an all-round exemplary level of service. This will allow us to continue to provide and improve on our IT support.
We’re also not afraid of a competition. In fact, we encourage it! We regularly commission an independent client satisfaction survey which compares our results with the industry average. It is useful to see how our peers are performing and how we can improve our services to be the best we possibly can be.

The latest independent client satisfaction survey revealed that we are performing at a higher level than our competitors in all the areas which were measured. These areas include:
• Response times
• Resolution times
• Level of satisfaction with regard to query or issue resolution
• Support representatives’ ability, knowledge and professionalism
• Overall service level satisfaction

Measured by the best
We only want accurate results. The data compiled through Autotask, one of the world’s largest suppliers of process automation systems, is used by thousands of IT companies’ with customers across the UK and Internationally.
The surveys are automatically sent to customers immediately after a ticket or service request is completed. They provide a range of rating categories including response time, problem resolution, representative’s ability, representative’s professionalism and overall satisfaction.

To see our full report, please click here. 

We are thrilled that our service level is at such a high level, and we intend to keep it that way! 

We also recently surveyed our client base asking them how likely they would be to recommend Aztech to a friend, family or colleague from 0 -10 using Net Promoter. We scored 80 out of 100 in our last survey. 

Have any questions? Would like to implement leading IT support in your business? You’ll be in great company receiving the highest level of IT support available. Please contact us to discuss your individual needs and requirements.