Excelling in Service Delivery in 2019
During 2019 Trust continued to evolve to become a Managed Service Provider with the majority of our customers being serviced with a long-term service wrap. With this, we have extended our deployment activity to provide ongoing monitoring and management, remote support as well as field and maintenance activities.
With an increase in sales activity and customer rollouts, we have seen an increase since 2017 in support cases resolved. 2018 saw an increase of 64% and 2019 was nearly double again. With this increase, Trust has invested in our Service Team with new recruits, training and development, extending their working area, systems and processes. This is clearly highlighted by our commitment to developing young talent with 10% of our workforce begin apprentices, something we are very proud to be supporting.
Support cases aside, our Field Engineers have racked up a huge number of miles in efforts to resolve issues across the thousands of customer sites we now service. So many miles, in fact, that they could have circumnavigated the world 3 times.
With this growth, we are very pleased to see that our CSAT* reports which provide a rolling gauge of satisfaction demonstrate we are excelling at customer service.
This level of overall satisfaction is a huge achievement and a result of the exceptional collaborative efforts across the organisation.
97% of Customers were happy
3% of Customers selected average
0% of Customers selected not satisfied
This level of overall satisfaction is a huge achievement and a result of the exceptional collaborative efforts across the organisation. As part of our commitment to ensuring our customers are front and centre of all that we do we have launched a Customer Satisfaction Survey.
*CSAT stands for customer satisfaction and is a score that indicates how satisfied a customer is with a specific product, transaction, or interaction with a company. Trust use the score as each case reported to the Service Desk is closed. The results are collated to provide a numerical measure of customer satisfaction.