Astec Continues to beat IT Support Industry Benchmarks

We have again outstripped the UK IT Service Support benchmarks* during the first quarter of 2015.  The data compiled through Autotask, one of the UK’s largest suppliers of process automation systems, is used by thousands of IT companies’ customers across the UK.

The surveys which are automatically sent to customers immediately after a service contact, provide a range of rating categories including timeliness of response, problem resolution, representative’s ability, representative’s professionalism and overall satisfaction.survey

In all five categories Astec’s results are above the industry standard, while our team’s professionalism was rated a ‘5 out of 5’, over 7% higher than the UK national average.

These results demonstrate that by implementing a structured business management platform we have ensured we are providing a highly responsive customer service offering and guarantees that we are achieving best practice results for customers.

Phil Astell, managing director, Astec Computing stated, “We were early adopters of this technology and have seen how it has benefitted our customers in terms of speed of problem resolution, this is due to the structured process.  We continue to strive to ensure that we will remain ahead of the pack in our service to our customers.”

The Autotask surveys offer an opportunity for customers to provide feedback to their IT support providers, whilst providing an industry benchmark for these companies to achieve, or in our case, surpass. At Astec, we thoroughly review all survey responses to better understand the processes and develop improvements in our customer service.


*UK Industry Benchmarks generated by Autotask

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