Our customer feedback is very important to us. It helps us to define and prioritise improvement initiatives and allows us to continually improve our services and processes so that we stay closely aligned with our customers’ needs.

We’d like to let you know how important your time is to us and how our customer surveys help us to drive improvements which benefit our customers.

Here’s exactly how our Customer Effort Score (CES) and Net Promoter Score (NPS) are used within Redcentric.

How we scored in the 12 months to December 2023

Net Promoter Score*

Customer Effort Score**


‘Very Easy’
*NPS Scores range from -100 to +100. Above 0 is considered positive but for the IT industry +20 is considered good.
**CES includes a four-point scale describing how easy we are to work with: Very difficult – Difficult – Easy – Very easy

Redcentric always provide industry leading service, with thorough support and improvement activities to help our business. It’s always a pleasure to deal with our key contact and the rest of the team.

How are the scores calculated?

Redcentric uses two primary methodologies to measure performance.

Customer Effort Score (CES): A measure of how easy or difficult it is to work with Redcentric. This is measured for transactional activities such as raising tickets with the service desk and planned maintenance works.

Net Promoter Score (NPS): A KPI used to assess overall customer satisfaction and how likely customers are to recommend a company to a peer or colleague. The score is derived from the response to a single question: “How likely is it that you would recommend our offering (product, service or company) to a friend or colleague?”

How we obtain our feedback

Net Promoter – Our Service Delivery Managers invite customers to complete feedback following service meetings. Feedback is requested from all customers at key points in the year.

Customer Effort – Collected within our support ticket systems and following planned maintenance.


We use the standard NPS questions and measurements and target key contacts to ensure an accurate measure of customer loyalty.

All feedback is unfiltered and unedited. We survey all customers and include all feedback.

Who reviews our customer feedback


Management teams

Feedback is reviewed in an internal dashboard

ITIL processes

Service Delivery Managers and Customer Services

Every customer response is automatically posted in real-time to a central Microsoft Teams group and reviewed

Operations Board

Monthly reporting is reviewed by the Operations Board

Increased customer experience

Customer specific

Individual customer feedback is shared within RAG reports and reviewed in customer meetings

These notifications are very well presented and always include an appropriate amount of clear, easy to understand, relevant material. Well done Redcentric

How do we use our scores?

Trends – We prioritise immediate and future improvements.
Processes – We improve customer user experience and/or make significant changes which benefit all customers.
Continuous Improvement – We track improvement initiatives and review to ensure focus is maintained.

Our improvement initiatives

Supplier management

Expansion of our supplier management function and ensuring that we regularly review the service performance of our suppliers and hold them accountable.

Service transition

Improved handover process from project delivery into support.

Network device builds

Pre-configuration templates for network devices to improve standardisation and reduce configuration time onsite.


Automation of processes and general improvements to the overall ordering process.


Transforming our circuit cease processes through the introduction of improved workflows, technical reviews, and customer self-service.


A simple secure method for our customers to connect their ITSM system into the Redcentric SMAX tool.

Major incident communication

Improvements to how we internally collaborate on Major incidents and how we communicate to customers.

Power Comsumption

Power consumption

Improved visibility of our data centre power consumption through online reporting.

We continue to strive to deliver our customers the best possible levels of service. We would like to thank all of our customers who take the time to provide us this feedback and hope that you feel the time invested in supporting this process has been well spent.

Kieran Brady, Group Sales and Marketing Director at Redcentric



0800 983 2522