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Customer Service Update - 4 November 2020

Customer Service Update

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.


Service Performance 

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. 


Login to Customer Portal



Chess is one of the UK’s leading independent and trusted technology service providers, employing 300 skilled people across the UK, supporting over 20,000 organisations.

 By leveraging world-class technology, Chess helps you to connect your people, protect your data, grow your business, reduce your costs and work better together, which means your business, your people and your customers can thrive.

At Chess, we’re passionate about our unique culture and our continuous investment in our people to be industry experts. We’re extremely proud that our people voted us No.1 in ‘The Sunday Times 100 Best Companies to Work for’ list 2018, and we continue to celebrate more than ten years in the top 100.

Speak to a Product Specialist

You can fill out the form and one of our product specialists will contact you shortly with more information.
To contact our Sales team directly, please call 0344 770 6000 and choose option 4.
Customer Service
For general queries or to report a non-urgent fault, please log a ticket on our customer portal using the email address associated with your account. Logging a ticket is quick and easy to do. Once you have logged your ticket, we will respond within 24 hours or your Service Level Agreement, whichever is quicker.
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