2025 Was a Standout Year for our Service Desk Team

At Fifteen Group, our Service Desk team strives to deliver customer service excellence.  

In 2025, the team achieved an exceptional milestone, recording a 99.08% Customer Satisfaction (CSAT) score across all supported clients. That means we consistently delivered excellent support to our customers when they needed it.

Our Service Desk Team deals with both IT and Telecoms issues, and this score highlights the consistently high standard of service that our customers experience.

Across 326 customer survey responses, only three were marked negative, and notably, none of those included written feedback. With 166 customer comments received overall, the message is loud and clear.  Our customers are overwhelmingly satisfied with the service they receive, and they value not only the technical outcomes, but also the way our team delivers them.

Technical assistance is often required at those critical moments.  For example, when systems are unavailable, phones go down, connectivity fails, or new users need to be set up quickly. 

Throughout 2025, Fifteen Group’s Service Desk team consistently resolved issues quickly and confidently, so disruption to businesses was kept to a minimum.

Clients regularly describe the team as fast, friendly, reliable, and technically strong, resolving issues efficiently while maintaining excellent communication and a genuinely supportive, human approach.

What Our Customers Say

The general consensus across all 166 comments is overwhelmingly positive. 

Several clear themes emerged from customer feedback:

• Speed of resolution is the most frequently praised aspect.
• Friendliness and professionalism are highlighted repeatedly
• Clear communication and patience are consistently recognised
• Follow-up after resolution (especially from valued team members, Daniel, Dhiren and Isaac) is specifically called out as excellent service.
• Technical competence and confidence shine through, with users often remarking that our IT and Telecoms engineers “always know exactly what to do”.

Importantly, there are zero negative written comments, and even the three negative CSAT ratings included no feedback, suggesting no identifiable service trend or behavioural concern.

We resolve a wide range of issues

The feedback also reflects the wide range of Technical issues that our service desk team deal with.

Customers shared positive experiences across a variety of scenarios, including:

• “Phones are down since a power cut this morning – Great service!”
• “Create email address for new colleague – Speed of service from Chris was fantastic. Thank you.”
• “VPN connection – Daniel was great help with sorting my laptop out, cheers.”
• “Unable to find mailboxes in new version of Outlook – Solved in very quick time. Thank you.”

These examples demonstrate the team’s ability to respond effectively to both urgent outages and routine requests, always with the same focus on quality, speed, and customer care.

Setting the Benchmark for the Future

Achieving a 99.08% CSAT score is no small accomplishment. It reflects a team that combines strong technical expertise with empathy, accountability, and clear communication. While technology is at the heart of what we do, it’s the people behind the service that truly make the difference.

As we look ahead to our 20^th business birthday, this achievement sets a powerful benchmark for the future. It reinforces our commitment to delivering Technical Services that are reliable, responsive, and genuinely valued by our customers.

Are you looking for technical support that delivers for your business and its employees?

Get in touch to find out more.