How we’re delivering increased customer satisfaction

As a trusted Managed Service Provider, we at Redcentric are always striving to deliver the best solutions and services to our clients. That’s why we value your opinions and suggestions so much and are pleased to report our second successive quarterly Net Promoter Score increase in a row, with a score of 57% for the last quarter of 2023. Given the average for the IT services sector is in 2022 was 44%, and global standards classify 50% and above as ‘excellent’, we hope that this is a clear indication of our customers recognising the benefits of our continual feedback and improvement processes.

As we enter a new year, we thought it would be a good opportunity to share some of the feedback customers have given over the past 12 months. You will be very aware that the subject of AI chatbots has been a very hot topic over the past year, so we thought this would be an ideally opportunity to use our secure AI chat platform to provide an impartial and balanced summary of the feedback we’ve received.

Customers appreciate the proactive and friendly approach of the staff, the flexibility and customisation of the services, and the timely resolution of issues. However, some customers also expressed dissatisfaction with the billing, communication, and the technical glitches that occurred occasionally. Overall, Redcentric has a positive reputation among its customers.

Some of the specific feedback trends were:

Technical expertise and professionalism: Our engineers and consultants were praised for their knowledge, skills and responsiveness. Customers also appreciated our proactive approach to solving issues and preventing problems.

Customer service and communication: Our account team and support staff feedback highlighted their friendly, helpful and attentive attitude that provided regular updates, reports and reviews that kept you informed and involved.

Innovation and flexibility: Customers recognised our ability to stay ahead of the curve and offer cutting-edge solutions to meet their needs alongside our ability to adapt and customise our services to your specific requirements and preferences.

The transformation this year has been impressive.

Of course, we also recognise and value your feedback that allows us to improve. Here are some of the areas that we are:

Billing: One of the programmes we’re working on is to review and streamline our billing process and tools to provide increased transparency to our billing process.

Communication: During incidents or changes customers have requested more transparency, clarity, and frequency of updates from Redcentric.

Innovation: Feedback also included that they wanted more guidance and consultation from Redcentric on innovative solutions to help them improve their performance or efficiencies. To improve this area our Account Team have been attending bi-weekly product overview sessions held by our product managers to help ensure that they are fully aware of solutions within the Redcentric portfolio that would best assist our customer business needs.

We appreciate your honesty and candour in sharing your feedback with us. We value your trust and loyalty in choosing Redcentric as your IT Managed Service Provider and look forward to continuing our partnership with you in 2024 and beyond.

Great ongoing relationship / partnership with the management team. They set the bar for all others.

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