CSATS

Customer Satisfaction is our most important measure of success

CSATS

Over the last 12 months we have undertaken 30 Customer Satisfaction Surveys across our customer base.

Feedback indicates we are delivering well in the following areas:
  • Incident management
  • Flexibility and responsiveness
  • Friendliness
  • Support
  • Technical expertise

"Service Desk provide regular updates and keep us informed – great!"

"Our replacement parts arrived well within SLA – fantastic service!"

"Your engineer was very knowledgeable and provided sound technical advice"

"My Project Manager has maintained control of this project end-to-end"

"Our experience has much improved over the last 12-18 months"


In order to improve the Intrinsic customer experience, over the next 12 months we will focus on:
  • Enhanced account management engagement to better understand our customer challenges and build trusted partnerships
  • Improved communication keeping customers updated with organisation changes
  • More proactive Pre-Sales engagement, technology roadmaps and recommendations to illustrate how new technologies can be applied to customers’ individual networks
  • Developing the Intrinsic product portfolio and service capability in the cloud, security and mobility space
  • Promoting cross-functional collaboration to better serve our customers through more effective sharing of information