Everything we do is backed by Service Obsession™, our approach to being the very best. Service Obsession™ is totally unique to us.
What does Service Obsession™ mean to me?
Forget about anonymous voices, annoying hold music and half measures - from a bit of pay-as-you-go help to a full IT support contract, Service Obsession™ means your happiness always comes first.
In a nutshell Service Obsession™ means we’ll:
- Hire exceptional people who won’t rest until problems are solved.
- Measure every last detail to make our service better than the competition.
- Use Net Promoter to plot our success against the likes of Apple and Amazon.
- Dedicate a specific team to you, including an IT Manager, a Client Advocate, a Business Development Manager and skilled engineers.
We don’t believe in finish lines when it comes to Service Obsession™. That's why we measure everything to make sure we’re always moving forwards.
How we measure Service Obsession™
We use something called Net Promoter® to measure how we're doing. Net Promoter® is the standard customer service benchmark for organisations around the world. Through it we’re able to plot our success against brand leaders like Apple, Amazon and Virgin Atlantic.
The idea behind Net Promoter® is very simple - we ask just one question “Would you recommend IT Lab to a friend or colleague?” and ask our clients to answer using an easy number scale:
We use the results to calculate a Net Promoter® Score (NPS). To get a high NPS we need most people to give us a nine or ten on the scale. If they don't we know something's wrong.
Stats are all very well, but what do these figures mean in context?
- Our Net Promoter® Score for August 2010 was 72%
- The average Net Promoter® score across all sectors was just 25%
We have caste-iron Service Level Agreements (SLAs). Here are the results in 2010:
- For critical issues we guarantee a 10 minute response. Our average time was 4.14 min.
- For standard issues we guarantee a 30 minute response. Our average time was 13.83 min.
- For system enhancement issues we guarantee a 90 minute response. Our average time was 57.51 min.
