16 Oct 2014

Brennan IT customer survey results: where we’ve improved, and what’s next for us

Each year we run a customer satisfaction survey at Brennan IT. The responses we receive are crucial in ensuring we’re delivering on our promises and being an invaluable partner to your business.

This year, we ran the survey from June 10 to July 4, and more than 150 customers took the time to provide us with their feedback. We would like to thank everyone that took the time out of their day to participate!

Overall, we saw an increase to our overall average score from our customers, with some large improvements in our ratings in Managed Services, our Service Desk, and Data Networking and Internet Services. Additionally, 11 out of the 15 different categories of our business had an average score of 7.0 out of 10 or greater.

According to our customers we scored highly in meeting customer needs, especially when it comes to “The outcomes of the service provided matched the sales promise”. Our Hardware and Software Licensing Procurement Services is also meeting the needs of most of our customers, and our IT consultants were recognised for their technical expertise in the survey. It was also great to see that one of our most positive responses was to the question “Brennan IT is easy to do business with” – it is important to us that we get the basics right. We are also pleased to see that from some of the enhancements we have made to our Service Desk over the last 12 months, we have seen a positive increased reflected in the results. These improvements were also highlited in a recent article, Service Desk improvements.

However, you probably want to know about where we can improve! Rest assured, the survey is designed to help us shape our services in the year ahead and beyond. We had plenty of constructive feedback as well, and we look forward to improving our services in these areas, and engaging in further customer feedback. The most common comments were that the Brennan IT Online Tech Store needs to be easier to navigate, and that some of our portals need to be improved to help further meet customer needs. We will also be addressing the speed at which some services are provisioned, as well as how we can deliver more added-value elements to compliment our service offerings.

Overall it appears that our customers are happy with our work. “It has been a pleasure dealing with staff from Brennan IT. Their commitment to our project and their knowledge in the area of our expertise has been invaluable,” one respondent wrote. “We have very specific needs so it is difficult to fit into a standard level of service. I believe that Brennan IT is able to satisfy our needs very well,” wrote another.

For every survey completed, we promised to donate $10 to Act for Kids – which means that the very worthwhile cause gets over $1500. The winner of the Surface Pro 3 was a respondent from Terrace Tower Holdings – Congratulations! We will be contacting you soon!

The feedback from the surveys have been fed back to the Brennan IT client managers, product managers and the executive team, to ensure that we are constantly improving our services. As always if you have any inquiries, we always look forward to hearing from you.