Corporate Sustainability Report - Flipbook - Page 52
Sustainability Report
Our Customers
CUSTOMERS FOR LIFE THROUGH
SERVICE EXCELLENCE
Technology reliability and performance
Our commitment to delivering exceptional
customer experiences forms the cornerstone
of our social responsibility framework. We
believe that sustainable business growth is
achieved by creating lasting relationships built
on trust, responsiveness, and continuous
improvement.
Customer satisfaction and trust
Our transformed customer feedback approach
delivered strong results in FY25. We collected
over 30,000 customer responses through NPS
surveys at every touchpoint, driving a 20-point
improvement that brought our NPS score to
+47. This metric re昀氀ects customers’ increased
willingness to recommend our services, a
critical indicator of satisfaction and trust.
Our Trustpilot rating has reached 4.6 stars (up
from 4.2 in FY24), with projections to achieve
4.7 by March 2026, further validating our
customer-centric approach in the marketplace.
FY24
4.2
FY25
4.6
Throughout FY25, we have invested
signi昀椀cantly in platform stability, security
enhancements, and performance optimisation
to ensure our solutions consistently meet the
demanding requirements of our customers’
business-critical operations.
We have strengthened our infrastructure
resilience through enhanced monitoring
systems, proactive maintenance protocols,
and robust disaster recovery capabilities. Our
commitment to technology excellence extends
to rigorous testing procedures, continuous
security updates, and adherence to the
highest industry standards for data protection
and system reliability.
This foundation of dependable technology
enables our customers to focus on growing
their businesses with con昀椀dence in our
solutions.
Our continued focus on developing and
maintaining reliable technology products that
customers can depend on and trust remains
fundamental to our customer experience
strategy.
Operational excellence
Our customer support transformation
initiatives delivered exceptional operational
improvements. Reducing case backlog has
been a huge focus during FY25, with backlogs
reduced by over 85%.
Complementing this achievement, we have
revolutionised complaints management,
reducing the backlog by over 80% through
process optimisation and launching our
Intercom complaints chat service, providing
immediate, conversational resolution support.
During FY25, we enhanced our commitment
to resolving customer queries quickly and
e昀케ciently, improving our 48-hour resolution
rate by 9 percentage points.
9%
FY24
FY25
We’ve made it easier for customers to get help
when needed by introducing more accessible
and conversational support options.
Looking ahead, we’re implementing always-on,
AI-powered work昀氀ows that will provide instant
resolution for common requests, ensuring
customers receive immediate assistance
around the clock.
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