At Akita, our focus has always been simple: to deliver a dependable IT support service that helps organisations grow with confidence.
To achieve this, we’re constantly look for ways to enhance our services, anticipate needs, and deliver value that goes beyond technical fixes.
A long-established tool that organisations use to measure and improve customer satisfaction is the Net Promoter Score (NPS). And this is something that Akita will be adopting going forward.
NPS gives us a direct view of how our customers feel about the service they receive. It’s more than a survey metric — it’s a system that keeps us accountable, ensures your voice is heard, and guides the changes we make to improve your IT support experience.
What is NPS?
At its heart, NPS is based on one simple, powerful question:
“On a scale of 0–10, how likely are you to recommend Akita to a friend or colleague?”
From this single question, we gain meaningful insight into customer loyalty and satisfaction. Responses are categorised into three groups:
- Promoters (9–10): Enthusiastic customers who would confidently recommend Akita.
- Passives (7–8): Satisfied but neutral, not yet fully convinced to recommend.
- Detractors (0–6): Unhappy customers who may be dissatisfied or at risk of leaving.
The NPS score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. This figure provides a clear benchmark that we track over time.
Why NPS Matters
Numbers alone don’t drive our business – people do.
That’s why NPS is so valuable: it reflects genuine customer sentiment.
Unlike internal metrics or technical measures of performance, NPS cuts straight to the most important outcome: whether customers feel we’ve earned their trust.
For Akita, NPS is more than a score. It tells us:
- Where we are excelling in customer service and support.
- Which areas of our delivery may need refinement.
- How satisfied customers are not just with the resolution of issues, but with the overall experience of working with us.
This feedback loop helps ensure we never become complacent. Instead, we use NPS to hold ourselves to a consistently high standard and make continual improvements to benefit customers.
What We Do With Your Feedback
Gathering responses is only the first step. What matters most is how we act on them. Here’s how we use NPS feedback in practice:
- Listen and act: Every survey response is carefully reviewed, and feedback is shared directly with our teams.
- Investigate concerns: If a customer gives us a low score (0–6), our Customer Quality Manager personally follows up. We want to understand the root cause of dissatisfaction and take corrective action.
- Spot trends: We look for common themes across feedback to identify where changes are needed, whether in processes, communication, or technology.
- Close the loop: When an issue is raised, we don’t just log it — we follow up with the customer to ensure it has been resolved to their satisfaction.
- Drive improvement: Insights from NPS directly inform how we evolve our services, train our people, and introduce new initiatives.
This process ensures that customer voices don’t just get heard — they actively shape the way we work.
Your Feedback Makes The Difference
We will run NPS surveys twice a year across our IT support customers, and every response plays a part in shaping our services.
Even a single comment can highlight an opportunity for improvement, while consistent feedback shows us where we’re adding the most value.
Ultimately, our customers’ feedback makes a tangible difference. By taking a moment to share your honest thoughts, you help us refine our services, adapt to your changing needs, and continue to provide IT support that underpins your organisation’s success.
Continual Improvement, Together
At Akita, we believe the best IT service comes from a genuine partnership between us and our customers.
NPS helps us strengthen that partnership by keeping us closely aligned with your expectations.
By listening, responding, and acting on your feedback, we can ensure our service not only solves today’s IT challenges but also anticipates tomorrow’s needs.
It’s how we continue to deliver support that is intelligent, adaptable, and dependable – and why NPS will remain central to our commitment to service excellence.
