Service Addiction

How Does Service Addiction Affect You?

• People - Our team are at the centre of Service Addiction, therefore the people we hire are critical to our on-going success and improvement. We use psychometric testing to profile the characteristics of potential team members to ensure they will fit into our culture and enhance the service we offer.
• Measure and Improve - We monitor and measure key metrics within our business to ensure that we are delivering upon our promises and examine how we can improve them. Whether this be average response times on our service desk or examining 'Critical' service incidents and how we respond.
• Use Net Promoter - We use industry leading metrics to benchmark our customer satisfaction levels. We want to know that our clients feel we provide them with the best possible service, and if they don't, what we can do to improve.
• Industry Best Practice - We are always looking to improve and change our offering and how we work based in researched best practice. One of our most recent developments in the adoption of ITIL Service Management best practices. A number of our team our now ITIL Framework Version 3 certified, and this has given us new ways of working and a number of improvements that we will be implementing over the coming months.

As part of this continuing training and development programme we also record all calls that are dealt with within the business. This enables us to work with the team to ensure that there is a consistent approach to our customers and that we are providing the very best levels of service to our clients. These recordings are reviewed, with the team member, on a regular basis to highlight any areas that may require further training or development.

We are constantly looking at ways to build on and improve the service levels we offer to our clients, ensuring that our clients receive class leading services and we keep one step ahead of our competition.

How We Measure Our Service Addiction

Whilst as a company we have committed ourselves to Service Addiction, we wanted to find a method of measuring and benchmarking how we compare to our peer organisations. After researching the marketplace we identified Net Promoter (www.netpromoter.com) as the standard customer service benchmarking tool for all service focused companies. Through utilising this tool we are able to track improvements in our service levels whilst also tracking our score against leading organisations such as Google, Amazon, and Virgin Atlantic.

Net Promoter is based on a very simple concept, asking your clients one very simple question 'Would you recommend Mirus IT Solutions to a friend or colleague?' Clients then rate their score on a 1 to 10 scale as detailed below: Each and every six months we carry out a Customer Satisfaction Survey which is completed anonymously via an online surveying tool. Our clients are under no pressure or reward to give us positive results, in fact even if their feedback highlights potential improvements we could make we would rather hear about it and put in place the actions to resolve them. How did we score?

Using the results from our June 2011 Customer Satisfaction Survey we calculated our Net Promoter Score (NPS). In order to achieve the highest scores your clients must rate you at either a 9 or 10 on the scale, therefore making high scores something very difficult to achieve and maintain.

• The very best service led organisations consistently achieve ratings of 80%+
• The average Net Promoter score across all sectors is just 37%
• An NPS over 50% is considered to be an excellent score

We are pleased to say that in our latest survey we achieved an NPS score of 71%, compared to 65% in June 2010. However, that doesn't mean we will stop pushing forward with Service Addiction. We want to continue improving our service levels and our customer experience to try and push higher.