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We've been surveying our customers at every stage of their journey since 2016. Here's how we do it, what we measure, and why it matters.
A Net Promoter Score (NPS) is the most widely used measure of customer satisfaction and loyalty in the world. It's based on a single question: "How likely are you to recommend us to a friend or colleague?"
Respondents answer on a scale of 0 to 10. The score is calculated by subtracting the percentage of detractors (those who score 0-6) from the percentage of promoters (those who score 9-10). Scores can range from -100 to +100.
An NPS above 0 is positive. Above 50 is excellent. Above 70 is world-class.
5-year avg. transactional NPS
(FY21-FY26)
IT services industry avg NPS
ClearlyRated Annual Benchmark 2024
We've been measuring Net Promoter Score (NPS) consistently since 2016. The chart below shows our transactional NPS over the last five financial years, with the industry benchmark for context.
Source: Brennan internal survey data (FY2021-FY2026). Industry average: ClearlyRated Annual IT Services Benchmark(2021-2024). FY2025-2026 industry figures estimated at 2024 level pending 2025 and 2026 studies.
We don't survey customers once a year, then call it done. We measure satisfaction at every meaningful point in the customer journey; from the moment a support ticket is closed to the strategic relationship overall.
These surveys capture how you feel about a specific interaction: a support ticket, a project, a new contract, or an onboarding experience. They're sent as close to the moment of interaction as possible, so the experience is fresh.
Every response feeds directly into our quality programme. When a customer is unhappy, our team follows up, tracking what went wrong and what we're fixing. And it’s not just for that customer, but for every customer who might face the same issue.
Once a quarter, key contacts at every customer organisation receive a survey from Brennan's Founder and Managing Director, Dave Stevens – a survey sent personally. It covers the areas that matter most to a long-term technology partnership:
The responses go directly to senior leadership. Every piece of feedback - positive, constructive, or indifferent - triggers a formal internal review.
From Q1 FY2027, the relationship survey uses a revised set of attribute questions aligned to the client journey. Historical figures reflect the prior methodology.
surveys completed over the last 5 years
survey responses in FY2025
touchpoints across the customer journey
Most companies keep their customer satisfaction data in-house. We give our customers direct access to theirs.
Every customer can see their own survey history: the Pulse scores their key contacts have given us over time, the attribute ratings across four key metrics, and the individual ticket survey results their team has submitted. If a new person joins as your contact, they're not starting from scratch. They have the full picture of what their predecessors said.
A high NPS is only meaningful if it drives action. Here's what happens when a survey comes in.
This isn't a tick-the-box process. It's a core part of Brennan's True Performance System, the methodology we've built over nearly 30 years to ensure that what we learn from customers actually changes how we work.
Our team is notified. The feedback is reviewed as part of our service quality reporting. We then use it to identify what's working, so we can do more of it.
Our Quality team is notified immediately. We reach out to understand the issue. An improvement action is identified, tracked, and closed. Every single one.
No matter how much complexity is layered into an organisation, the human relationships and outcomes remain our alpha and omega. That’s why every piece of feedback – good, bad, indifferent – gets our full attention.”
Brennan's average transactional Net Promoter Score (NPS) over the last five financial years is 80+, calculated across more than 69,000 survey responses. We also run a quarterly relationship survey with key contacts at every customer organisation, measuring satisfaction with the partnership overall.
NPS is calculated by asking customers one question: "How likely are you to recommend us to a friend or colleague?" on a scale of 0 to 10. Respondents scoring 9-10 are promoters. Those scoring 0-6 are detractors. NPS = % promoters minus % detractors, giving a score between -100 and +100.
Continuously. Transactional surveys are triggered by specific service interactions: support tickets, project completions, contract onboarding, and staff transitions. Relationship surveys are sent quarterly to key contacts at every active customer organisation.
All active Brennan customers are eligible for transactional surveys, triggered at each service interaction. Relationship surveys go to key decision-makers at all active customer organisations, distributed in batches across each quarter.
According to ClearlyRated's annual IT services benchmark study, the industry average NPS reached 55 in 2024 – up from a steady 42 across 2021-23, and the highest recorded since 2011. Brennan's 5-year transactional average of 80+ sits well above both figures. Source: ClearlyRated Annual IT Services NPS Benchmark Study (clearlyrated.com).
Every piece of critical or constructive feedback triggers a formal internal review. Our Quality team contacts the customer, identifies an improvement action, and tracks it to resolution. We publish all results transparently to the relevant customer account, including the critical scores.
Transactional NPS captures how a customer feels about a specific interaction: a support ticket, a project, an onboarding experience. Relationship NPS measures overall satisfaction with the Brennan partnership, surveyed quarterly with key decision-makers.
Yes. Brennan customers have direct access to their survey history through our customer reporting portal. This includes their Pulse scores over time, attribute ratings across communication, strategy, trust, accuracy and speed, and individual ticket survey results. New contacts can see the full history from their predecessors.
Our NPS is one measure. Our customers' stories are another.
Partner with us for reliable IT support. Contact us now and find out how we can streamline your IT needs!