The Best Customer Service for an IT Provider

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The Best Customer Service for an IT Provider

Happy New Year everyone! I hope you got a good break in before the 2024 work year begins. I hope you weren’t hoping for too much sun, as it’s only felt like summer in patches.

Our 2023 year finished with a few games of Darts down at Oche on Elizabeth St before heading up to Gingerboy for a banquet for the ages.

Earlier in the month, we had our first photo shoot with the team. Nothing like an awkward bunch of techs trying to look less awkward for the camera. It was a long day of shooting, 6 hours in total. I guess it takes that long to get a good photo of us.

That said, there are a few good ones. You’ll see them start to pop up on our social media, website and other places.

Our best NPS score ever!!

Each time I write this January message, the heading seems to be the same. Each year, our NPS score continues to improve, which is fantastic. This year, we received an unprecedented 92.

Intuitive IT’s NPS score for 2023

To put this in perspective:

  • NPS scores range between -100 and 100

  • Anything above a 70 is regarded as “Excellent.”

  • The IT industry average score is 40

What is a good NPS score?

Our scores over the last few years have been:

  • 2022 – 85

  • 2021 – 82

  • 2020 – 70

  • 2019 – 67

  • 2018 – 81

  • 2017 – 77

So, what did our stats look like?

  • 93% of the respondents gave us a 9 or 10 out of 10. Just crazy numbers.

  • Only 1 person gave us a score less that 7. How dare they!?

  • The survey was sent to 596 people, the 2nd most ever.

Growing up watching my dad run his mobile phone store, there was one lesson he taught me. Customer Service is King. Provide great service, and everything else will take care of itself. I’ve tried very hard to make that the core of our work, but I’m still surprised by the incredible feedback we’ve received this year.

Here are a few I’ve picked out.

Great service and flexible + professional.

Great service and friendly staff make it a dream

An organised and efficient team of professionals covering a wide array of technologies and skills who work together well and provide great service.

Intuitive IT has been a great help to us this past year, and all requests were dealt with quickly and with no fuss.

Always available to help, really professional, informative and knowledgeable!

Thank you for always being there and not making me feel like an idiot with IT…..which is NOT my wheelhouse…..leave that to you guys.

So, I’d like to thank my team for providing outstanding service to all our clients. The last 18 months have been tough on them, given we’ve been under-resourced, but they still provided exceptional customer service.

Our focus for 2024

I wanted to let you know what we’ll focus on in the coming year.

Strategy

Eden and I will be working on strategic reviews for each of you. We aim to put together a report highlighting key areas of improvement in your IT environment with a budget and a roadmap. You can help us with your company’s review by filling in this questionnaire.

AI

It’s been the tech buzzword for over a year now. As the hype settles, the true value of what AI can bring is starting to emerge. My favourite analogy for what AI can do right now is

AI doesn’t replace the carpenter. AI is the nail gun, that replaces the hammer and nails.

We will be looking to use AI more in our business and build solutions for your company to help you become more efficient.

Cybersecurity

It was always going to be on the list, wasn’t it? I know you’re all sick of us talking about your security, but the threats are real, persistent and will only increase with time. We’ll continue to add new features to services to help you secure your business and reduce that risk as much as possible.

About the author

Yener is the founder and Managing Director of Intuitive IT. Prior to running his own business Yener worked for a number of corporate organisations where he gained invaluable experience and skills, as well as an understanding of how IT can complement and improve business outcomes.