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We Measure Success by our Customer Satisfaction

Many companies claim that they have the “Best service in the business” but few even have a way to measure how happy customers are.

Here at Viatek we have a system that allows us to capture feedback after every service call.

We use the Net Promoter Score system designed by Satmetrix, they define World Class Service as a NPS score of 70 or greater. Some well recognised Australian companies average an NPS Score of 30.

Since Viatek have implemented our Feedback system in July 2020 we have sent over 10,804 Feedback Requests to customers. From this the we have achieved an NPS Score of:

VIATEK NPS SCORE = 84.3

This has seen us achieve the World Class Service rank from our independent
audit company CEO Juice.

CEO Juice is an independent A.I. company with an audited process where every step is controlled by them, the numbers cannot
be changed even if we show our customer gave us a low score in error. NPS® is a scale of -100 to +100 and is based on the single
question “How likely are you to recommend us to a friend or colleague.”

9
CRAWFORD JHS FREIGHTLINES PTY LTD
15/03/2022

Question:

The technician explained the problem, resolution, and provided training if needed.

Comments:

Technician explained that it would not be cost effective to repair equipment
9
CRAWFORD JHS FREIGHTLINES PTY LTD
15/03/2022

Question:

Rate your experience logging your service request.

Comments:

Pleasant and efficient
7
CATHOLIC DIOCESE OF MAITLAND-NEWCASTLE
03/06/2022

Question:

Rate our Support Analyst overall.

Comments:

Good advice provided, just waiting for the final information to be sent through
10
BARKER TRAILERS PTY LTD
14/03/2022

Question:

The technician left the equipment repaired to your satisfaction.

Comments:

There were several visits and a few weeks apart to get the job completed , understand with both lack of man power and parts.