We would like to reassure all our customers that our Service Desk remains unaffected by the lockdown and we will continue to provide the same high level of support.
Many businesses are concerned about the potential impact of a second lockdown. We've written some advice tips on the best ways to work remotely and if you'd like to receive the article you can update your email preferences HERE.
Each month we review our service targets and in over 96% of cases, we meet or exceed our Service Level Agreement.
In October our average time to answer calls was 25 seconds. During busy periods call waiting times can increase and for this reason we encourage customers to log tickets on the Customer Portal as this is the quickest way to get a query resolved.
Customer satisfaction continues to improve, and this is shown by an increase in our NPS score.
If you would like a faster response time, you can upgrade your support level by calling us on 0344 770 6000, option 4 for sales.
What is Net Promoter Score (NPS)?
We measure your satisfaction by using NPS, this is a recognised benchmark to show customer satisfaction on an index from -100 to 100.
We run a Service Improvement Programme to support service areas that fall below targets.
Work From Anywhere Divert Your Calls
If you are moving your office to home working, you may need to divert your calls. You can do this very quickly by logging a ticket on our Customer Portal.
If you need an enhanced divert service, it may be worth looking at some of the other products and services we offer HERE.
Do you need help to activate your Customer Portal account?
You can call us on 0344 770 6000 - select Customer Services from the main menu and then option 3 for Customer Portal Registration.