More than 98% of our customers have remained with us after the first year of service. This retention rate is one of the highest in the marketplace, thanks to our excellent customer service.
Satisfaction is our priority
To maintain and enhance our standards, we have an ongoing programme to measure satisfaction:
- We interview a randomly-selected sub-set of around 100 customers every quarter. We ask them how we are solving their telecoms and data solutions challenges. This provides us with our NPS (Net Promoter Score) which is an independent survey based on how likely you would be to recommend us to other businesses.
- We use visual management tools to provide real-time account status for all our staff to make sure that we're always on track with your account.
- We carry out our own quality-of-service audits, checking key performance indicators (KPIs) for ordering, speed of service restoration/fault repair and billing accuracy.
We are delighted that our Net Promoter Score (NPS) is consistently high against a low industry average. We aim to keep it that way and make it even better.
Resolving issues quickly
The vast majority of faults and other issues can be resolved quickly in one call to our experienced UK support team, who are here 24/7 to help you. If more help is needed, we can arrange for a specialist member of our team to contact you.