Customer service

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.

Committed to the best in customer service and support

  • 24/7 UK-based fault handling and customer service 365 days a year handled by our own staff.
  • Our support teams are co-located so you can always get through to the right person to handle your query – our teams are experts in both faults and provisioning ensuring ‘first time fix’.
  • Our teams actively participate in supplier service reviews and product implementations – so customer and technician views are always at the heart of how we manage our suppliers and our new product launches.
  • Highly trained, UK-based customer service managers for managed accounts.
  • Timely, accurate bills and a single invoice with management reports clearly showing call summaries and billing details.
  • We hold regular account reviews including services, line usage and billing to help you achieve efficiencies.
  • Simple, multi-level industry standard service scheme, providing you with the level of care you require.