Infoxchange IT Services Customer Satisfaction Survey 2022 results

Thank you to all our customers that participated in this year's Managed IT Services customer satisfaction survey.

These results are vital in improving our services. Your feedback sets our direction and tells us what you want from us.

If you didn't participate in this year's survey, we encourage you to keep an eye out for next year's so you can have your say in how we continue to improve our service.

If you have specific feedback or concerns about your service, don't hesitate to contact your Account Manager.

We are delighted to see such a positive response, with 45% of respondents saying they were either very or completely satisfied with our service.

We are looking at the few who were not completely satisfied and ways we can ensure maximum possible satisfaction from all our customers.

There was roughly an even split between customers contacting us via phone and email.

Most of our customers were very or completely satisfied with the service they received over the phone.

We acknowledge that some customers have experienced delays when contacting us by phone as we work through the impacts of COVID and increased demand. We are working on upgrading our phone system software and call management system, combined with reviewing our processes to cut call waiting times and make phone support an efficient experience for you.

Customers have had a more positive experience contacting us via email. Regardless, we are still looking at strategies to improve our email support.

It's pleasing to see another overall positive result here, but we recognise that a small number of customers have had an average experience. Remote access is a critical component of our service to you, so we are taking your specific feedback on board to make improvements for everybody.

There has been another majority positive result here. We have reviewed specific instances where customers have not had an ideal experience and are taking steps to improve outcomes in this area.

We recognise that you have a mixed view about our hardware and software purchasing services and acknowledge that it has been a difficult period with ongoing supply chain issues, items out of stock and unreliable ETAs.

We continue improving our purchasing processes to ensure we are serving all customers promptly and professionally. We hope to make significant strides before the end of this year to improve this component of our services.

We were honoured to receive such a positive response from our customers. Knowing that many would recommend us to associates and colleagues is truly humbling!

We are looking at our detractors and working to identify where we can improve our service for those customers who have not had an entirely positive experience.

Summary

These results are very encouraging for our team, but they are also instrumental in pinpointing areas for improvement.

Once again, thanks to all our customers who participated in this year's survey. We truly value your feedback and look forward to giving you even better service in the future.