At Professional Advantage, our mission—Helping organisations achieve more with technology—is more than a tagline. It’s a daily commitment, especially evident in the work of our Support Team. Earlier this year, we proudly shared our achievement of a 90% Net Promoter Score (NPS), placing us among the elite in customer service across industries.
Now, just months later, we’re thrilled to report that our Support Team has not only maintained this high standard but continues to exceed expectations across every key performance metric.
Support KPIs: A snapshot of excellence
Our internal support benchmarks are designed to ensure fast, effective, and empathetic service. Here's how our team is performing:
- 85% of cases resolved within 2 days.
- 96% resolved within 5 days.
- Average case open time: just 2.29 days.
These numbers reflect more than operational efficiency. They represent our team's commitment to helping clients stay productive and confident in their technology investments.
Client satisfaction: The NPS story continues
Our latest NPS score of 91% continues a streak of consistently high client satisfaction. And in August 2025, our Support Team achieved another perfect 100% NPS, reinforcing the exceptional consistency and quality of service our clients experience month after month. This score is a reflection of the trust our clients place in us and the quality of service they receive.
Recent client feedback from the past 30 days paints a vivid picture of this satisfaction:
“Thank you for your prompt and efficient service. Much appreciated.”
“Everything was excellent.”
“Thanks for the consistency in customer support, much appreciated. Very high standards set.”
“Best support provided.”
“Increased my knowledge of the issue by sharing examples of how to work through this problem in the future.”
“Fast response and resolution.”
When asked what we could have done better:
“Nothing, everything was perfect.”
“Absolutely nothing. Everything was done in a timely manner.”
These comments reflect the real-world impact of our support philosophy: fast, knowledgeable, and empathetic service that empowers our clients.
What drives these results?
Behind these metrics is a team that exemplifies:
- Responsiveness: Acting quickly when clients need help most.
- Expertise: Deep knowledge of both our solutions and the industries we serve.
- Empathy: Understanding the human impact behind every support case.
- Continuous Improvement: Always refining our processes based on feedback and best practices.
Celebrating the team
These achievements are the result of tireless dedication, collaboration, and a shared commitment to excellence. Our support specialists consistently go above and beyond, not just to resolve issues, but to restore peace of mind and enable our clients to focus on what matters most.
Looking ahead
As we move forward, our focus remains on:
- Further reducing resolution times.
- Enhancing self-service resources.
- Leveraging new tools to improve the support experience.
- Listening closely to client feedback to evolve our services.
Conclusion
Exceptional support is not a one-time achievement. It’s a continuous journey. With a 91% NPS, a perfect 100% score in August, and industry-leading resolution times, our Support Team continues to set the standard for what world-class service looks like in the IT space.
To our clients: thank you for your trust and feedback.
To our team: thank you for your passion and professionalism.
Together, we’re not just solving problems—we’re helping organisations achieve more with technology, every single day.
