Service Delivery

Alongside protecting our customer’s data, putting the customer at the front and centre of everything we do, and delivering our service to the highest standards are part of our ethos and DNA.

 

Every element of our service delivery performance is constantly measured, monitored, and reviewed.

Here’s some stats!

  • We handle over 50,000 alarms per year. That’s around 140 alarms every day, or an alarm every 10 minutes.
  • Our average alarm pick up time is 4.2 seconds.
  • Over 99% of alarms are picked up within 10 seconds (the British Standard BS8484 specifies 80% within 10 seconds and 98.5% within 40 seconds).
  • Over 1,000 users access our training courses every month.
  • Over 98% of all customer queries raised with us are resolved and closed within 2 working days.
  • A minimum of 97% of calls into our customer service team are answered within 30 seconds.

Customer Surveys

Customer surveys underpin our approach to constantly improve. We have been conducting extensive customer surveys for over 10 years. Here’s some of our latest results!

  • 91% of respondents satisfied or very satisfied with our Customer Support Team
  • 85% of respondents satisfied or very satisfied with our Training courses
  • 96% of respondents satisfied or very satisfied with our alarm handing service

‘Staff are very polite and helpful.’
‘Thank you for what you do. Great team.’
‘Staff very helpful and professional.’