Outstanding customer service in the IT industry

Happy new year everyone! I hope you are well-rested and ready to tackle 2023.

We finished the year on a high with our Christmas Party and a race around the track in Go Carts. James was the winner on the day, dominating the heats and finals from start to finish.

Our team also grew by one, with Jai Raghuvanshi joining our team as a trainee helpdesk analyst. Jai (pronounced Jay) recently graduated from Swinburne, where he completed his Bachelor of ICT. So please make Jai feel welcome!

Survey Results – our best ever NPS!!

I’d also like to thank everyone who filled in their surveys during December. We’ll run through the results of the Business Management questionnaire and be in touch with all respondents in due course.

We also have the results of our Annual NPS survey. Thanks to everyone who voted this year. I’m delighted to report that we received an incredible score of 85, our highest ever.

To put this score in perspective:

• NPS scores range between -100 and 100
• Anything above a 70 is regarded as “Excellent.”
• The IT industry average score is 40

Regarding our score specifically:

• 85% of the scores we received were 9 or 10
• 15% gave us a 7 or 8
• 7 was the lowest score we received.
• Surveys were sent to 630 individuals, the most ever.

So I’d like to thank my team for providing outstanding service to all our clients. The last six months have been tough on them, given we’ve been under-resourced, but they still provided exceptional customer service.

A few of the comments we received:

Great service and excellent understanding of our specific needs.

The Intuitive team are always prompt, polite and understanding. And are able to solve my IT problems quickly without making me feel silly for asking.

Responsiveness, proactiveness, level of knowledge, easy to work with, friendly team.

New Messaging

I’ve struggled with how best to market our services in the past. Let’s be honest; business owners and professionals aren’t interested in IT services unless they’re in technology themselves.

Everyone else uses IT as a tool to get their job done. Fair enough, too; everyone should focus on their business and their customers.

With that in mind, I’ve adjusted our message to talk to businesses not in IT terms, but in business language. Moving the conversation to this level means the technology speak doesn’t get in the way of a company achieving its goals. 

So as of today, you will see new structure and content on our website. Let me explain.

Business Outcomes are provided by our IT Expertise and delivered via our Services.

Business Outcomes

Intuitive IT can help businesses achieve the following outcomes for their business.

• Grow Revenue: Use technology to drive innovation and transform your business into a digital force.
• Manage Costs: Optimise your IT Investment to get the most out of your technology.
• Mitigate Risk: Protect your data and systems to protect your clients and business.
• Productive Workforce: Provide the best service and technology for your staff
• Data-Driven Optimisation: Better understand your business using data to increase efficiency.

Expertise

We then try and achieve those outcomes using our expertise in

• Productivity tools and IT Support
• Cybersecurity
• App Development
• Setup and maintenance of IT infrastructure
• Providing insights using your business data
• Web design
• Consulting services

Services

And those are supported by the services we offer. See our service page for a complete list or hover over the Services menu option above.

In the future

So from now on, you’ll find these business outcomes start to appear in:

• The language we use in our meetings
• Monthly reports
• Business surveys
• Proposals
• Our Social media

I am sure this perspective change will help highlight better what technology can do for your business.

LastPass Data breach

According to a LastPass blog released on 23/12, an August security incident resulted in a hacker accessing the following information:

• company names
• users’ names
• billing addresses
• email addresses
• telephone numbers
• IP addresses LastPass users logged into LastPass.

In addition, they also accessed a backup of the password vault data.

From LastPass’ blog post, due to the complexity of our master passwords, we should not be concerned that a hacker will be able to access the vault’s contents. However, we are not taking any risks and have undertaken a project to change the passwords inside our vault.

Password managers make it easy for you to have unique passwords for all your online accounts and access them easily. This is still a superior solution to reusing passwords, Excel spreadsheets, or sticky notes. So we will continue to recommend and use them ourselves.

We are, however, moving away from recommending LastPass. Once we have found a replacement, we will let you know how best to move to your new vault.