26 Sept 2023
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15 June 2026
Air IT Group Response
4dThank you for taking the time to share your feedback. It’s great to hear how strongly you value the team around you – creating a supportive and close-knit culture is something we’re really proud of, so it’s encouraging to see that reflected in your experience.
We also appreciate your comments around service desk priorities and customer satisfaction. Delivering an excellent customer experience is central to what we do, and we measure this in a number of ways across our services. For example, on our Service Desk we actively collect customer satisfaction (CSAT) feedback on closed tickets, with around 1,000 responses each month. In our most recent results, 97% of customers reported a positive experience. This feedback is shared transparently across internal dashboards so all teams can see how we’re performing and where we need to improve.
Alongside this, we monitor key service drivers such as speed of answer, first contact resolution, and other experience indicators to better understand what drives satisfaction. We also gather feedback following project delivery and run broader initiatives such as annual Net Promoter Score (NPS) surveys, ongoing sentiment analysis, and regular customer reviews with Account Managers and Service Delivery Managers.
That said, feedback like yours is incredibly important in helping us continuously evolve. We’re always looking at how we balance operational efficiency with customer experience, and your comments will contribute to those ongoing discussions.
Thank you again for your honesty, and we’re really pleased to hear how positively you feel about your team.
20 Nov 2025
Air IT Group Response
6moThank you for such an energising review—and for your five years of dedication in Professional Services. It’s fantastic to hear how your journey from PS Engineer to Regional PS Manager has opened up new opportunities and empowered you to make a real difference for customers and teammates. We’re thrilled that the team support, industry‑leading tooling, and continuous training are helping you stay challenged, motivated, and proud of the work you deliver.
We appreciate your point about the fast pace in PS—your note that it’s “not really a con” because of the support around you says a lot about the culture you and your colleagues help create. We’ll keep investing in development pathways, great kit, and the forums that help us stay connected across regions, so you feel encouraged and valued every day.
It’s also brilliant to hear the buzz following our recent brand refresh and leadership transition—the momentum and morale you’ve described are exactly what we’re aiming for. Thank you for being a key part of this exciting chapter. We’re grateful for your contribution and look forward to everything you’ll achieve next!