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Next-Level Service: How we’re Enhancing your Customer Experience

Claire Rowland

Head of Customer Experience at Node4

When technical providers are coming at you left, right and centre with the same offering, you want to know that you’re getting the best deal, that your provider is giving you that bit more. Which is why, at Node4, we focus on both what we deliver and how we deliver it.

How we deliver our services – or exceptional customer experience – is important because it makes for easier working relationships, more productive conversations and better solutions for your business.

Here are some of the ways we’re investing in your customer experience:

Exceptional Service as a Standard

You’ll have noticed that we talk a lot about our service culture, Exceptional Service as a Standard (ESaaS). But what does exceptional service look like? Over the past 12 months we’ve been defining it, working with customer service consultancy Hamilton Mercer. Our benchmark for all interactions with customers is…

Level 4: Outcome focused, identifying your desired outcome and providing you with tailored solutions based on our expertise. Taking ownership, showing care and adding value.

Within a company-wide performance improvement programme, Hamilton Mercer provided our staff with a Service Levels FrameworkTM. This identifies the ideal ‘Level 4’ as well as the lower, less ideal levels of service. Staff now have the tools, techniques and language that they need to consistently deliver ESaaS regardless of their role, or the situation.

Everyone has been involved – whether customer-facing or not – and we’ve followed up the training with review meetings, on-the-spot coaching and awards for employees who are achieving Level 4.

The result? We’re embedding ESaaS into our company culture. Our aim is that whoever you encounter in Node4 – engineer or senior leader – you can expect service that is responsive, helpful and that provides solutions with explanations around them.

Feedback and follow-up

Another aspect of ESaaS is asking for your feedback and adapting accordingly. We send out an annual customer satisfaction survey for a thorough examination of what’s working and what’s not, but we’re also interested in your day-to-day interactions with us.

If you’ve had an issue closed or resolved, we give you the opportunity to provide feedback, and when we’re not hitting the mark, we follow up on it. Whether or not you’re in communication with us regularly, we’ll check in every so often to ensure that you’re happy with the level of service you’re receiving.

ESaaS in action

While ESaaS is always a work in progress, we’re already seeing results from the time and money we’re investing in it. Our current NPS (customer satisfaction score) is +42 and we’re regularly hearing from customers who comment on how we deliver our solutions, as well as what we deliver. See for yourself!

“I have been a customer of Node4 for over 10 years now and the service at every level is first class. It’s been great to hear that the business is actively developing training of staff with this in mind.” Rob Titley, Head of IT at Breedon Group.

If you’re looking for an IT services provider that offers technical expertise and a tailored customer experience, get in touch with us today.