At CMS Group, we are constantly focused on providing the highest quality of support and service. We are always looking for areas to improve and use an impartial 3rd party to conduct random sampling feedback calls to our Service Desk customers. Today we are both excited and proud to release a snapshot from the past 4 years which outlines our customer satisfaction reports of our Service Desk.

Reviewing the breakdown from the beginning of 2010 to the end of 2013 is quite incredible. We have had a Total Combined Positive Feedback level over 99% each year! The year-by-year breakdown is as follows (all listed as ‘average Total Combined Positive Feedback’):

  • 2010 – 99.4%
  • 2011 – 99.8%
  • 2012 – 99.1%
  • 2013 – 99.1%

These excellent statistics are maintained and ultimately enhanced by our on-going training programme as well as regular customer site visits for each Service Desk Analyst” – David Murtagh, Service Desk Manager.

As you can see, the results are outstanding and a justified reflection of our Service Desk.

The CMS Group Service Desk is manned by technically qualified staff, not call loggers, as a result the person who answers the phone is capable of fixing the problem there and then, this has led to an impressive First Time Fix of 85%. Based in the UK, all calls have an average time to answer of only 1 minute.

To learn more about our Service Desk you can go to the “IT Support Services” section of our Services pages. –

Alternatively we could arrange a call or meeting to discuss it further and how it could help your business. | North 01254 296700 | South 0207 6635621.