02nd March 2021

What makes Virtual1 world-class?

At Virtual1, we put the needs of our partners at the heart of everything we do. We pride ourselves on service first and have goals to make each interaction with us as simple and efficient as possible to build trust. Find out how we do it!

Our NPS results

To provide a service that surpasses our partners expectations we need to get constant feedback on their experiences of working with us. So, we ask them at various service intervals to complete a brief Net Promoter Survey (NPS) question to help us understand their perception of the Virtual1 service.

Partners score us by picking a number between 0 and 10, with 10 being extremely positive. When all the results are in, we look at the volume of those who score us highly (promoters) versus those who score us low (detractors) to get an overall NPS score. In context, any NPS score above zero can be considered "good", as this implies you have more promoters than detractors. 50 and above is excellent, and 70 and above, world class.

To capture NPS feedback across our partner base, we’ve partnered with Qualtrics, a global experience management solution provider. They deliver us a platform that supplies real-time information and meaningful analytics for us to interpret our partner’s feedback and shape what we do in the future. Whether we receive praise or less desirable feedback, we act on everything our partners tell us, to repay their time investment in teaching us how we can be better.

Over the last year, Virtual1’s Service Management Team have worked closely with our strategic partners to ensure they understand the NPS journey we’ve been on, the value of the feedback we receive and the significant investment that has been made in our people, processes and platforms off the back of it. This work is all geared towards our aim of “empowering businesses with a network built for the future”. Businesses need reliable connectivity solutions that support the amazing things their customers are doing. Since that can be said for many ISPs in our space, we want to make sure we underpin ours with service levels beyond the customer expectation.

In a tech-driven world, businesses need connectivity that carries them forward to meet evolving demands of their end customers. But they also need seriously good service. By automating our NPS journey we’ve been able to identify improvements easily which is why our NPS score continues to rise. We have dedicated personnel that respond to all feedback, and our close the loop ticketing enables these Customer Service agents to resolve any challenges, drive continued service improvements, and be vocal about any underling themes concerning the senior parts of our business.

When all is said and done, the proof is in the pudding. I am glad to announce that our NPS score for our strategic partners sits at a very healthy 83.6. While we’re over the moon with this score, we still strive to find more improvements to increase this and complement our award-winning 1Portal and Network.

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