In the competitive landscape of IT service providers, exceptional customer support isn't just a goal—it's a necessity. At Professional Advantage, our mission has always been clear: "Helping organisations achieve more with technology". This commitment to helping our clients succeed extends far beyond initial implementation and is especially evident in our support services. Today, we're proud to announce an extraordinary achievement that validates this commitment: our support team has achieved a remarkable 90% Net Promoter Score (NPS) in 2025 so far.

The heart of our business: Client Support

At Professional Advantage, we understand that implementing software solutions is just the beginning of our relationship with clients. The ongoing support we provide across our entire solution portfolio is what truly builds lasting partnerships and fulfils our mission of helping organisations achieve more with their technology investments.

Our support philosophy centres on several key principles:

• Responsiveness: We prioritise quick response times because we know that in business, every minute counts.
• Expertise: Our support team consists of deeply knowledgeable specialists who understand both the technical aspects of our solutions and the business contexts in which they operate.
• Empathy: We approach each case with a genuine understanding that behind every ticket is a person trying to accomplish important work.
• Continuous improvement: We constantly refine our processes based on client feedback and evolving best practices.
  
  

What makes a "good" NPS score in IT services?

In the IT services and support industry, NPS benchmarks reveal some interesting statistics:

• The average NPS for IT services typically ranges between 30-50%.
• A score above 50% is generally considered excellent.
• Scores above 70% are rare and represent exceptional performance.
• Anything above 80% puts an organisation in the realm of world-class customer satisfaction.

To put this in perspective, some of the most customer-centric companies across all industries achieve NPS scores of between 70-80%. For example, Apple, known for fanatical customer loyalty, typically scores in the 70s.

Our world-leading achievement: 90% NPS

This brings us to our remarkable achievement: a 90% Net Promoter Score across all support cases in 2025 thus far. This extraordinary result places Professional Advantage's support team among the elite of customer service providers—not just in IT services, but across all industries.

What's even more impressive is our consistent trajectory of excellence:

• 89% NPS for the previous rolling 12-month period.
• An exceptional perfect score of 100% NPS in March 2025.

These numbers aren't just statistics; they represent a consistent pattern of exceptional service delivery and client satisfaction that few organisations in any industry can match.

The voice of our clients

Behind these impressive statistics are real people with real experiences. When asked for general feedback about their support experience, our clients have shared comments that truly reflect what these NPS scores mean in practice:

"This couldn't have been handled better or more efficiently."

"Everything was quick and easy, and communication was great."

"Everything was done to perfection. Really appreciate the solution given."

"The entire PA team always supports me in the best way. I truly appreciate the team."

"All is great. The case was resolved perfectly."

These testimonials, freely shared in our customer satisfaction surveys, illustrate the real-world impact of our support philosophy in action. They represent the human side of our technical expertise: the peace of mind and genuine appreciation that comes from having a reliable partner to turn to when issues arise.

Behind the numbers: our Support Team

Numbers and testimonials are impressive, but they don't tell the whole story. This achievement is the result of dedicated work from our support specialists who:

• Take personal ownership of client issues.
• Go beyond technical troubleshooting to understand the business impact of each case.
• Continuously expand their knowledge to provide cutting-edge solutions.
• Approach each interaction with professionalism and empathy.
  
  

Looking forward

While we celebrate this achievement, we recognise that maintaining such exceptional standards requires constant vigilance and improvement. Our support team remains committed to:

• Further reducing response and resolution times.
• Expanding our knowledge base and self-service resources.
• Implementing new tools and processes to enhance the support experience.
• Continuing to listen to client feedback and adapt accordingly.
  
  

Conclusion

As we reflect on our NPS achievements—90% in 2025 so far, 89% over the past 12 months, and a perfect 100% in March—we extend our sincere gratitude to our clients who have placed their trust in Professional Advantage. Your feedback drives our improvement, and your success remains our ultimate measure of achievement.

Our mission of "Helping organisations achieve more with technology" comes to life most vividly in these support interactions. When technology challenges arise, our team doesn't just resolve technical issues—they help restore productivity, reduce frustration, and enable our clients to focus on what matters most: their core business objectives.

For our current clients, we reaffirm our commitment to providing world-class support. For organisations considering Professional Advantage as their solution provider, we invite you to experience the level of support that has earned us this distinction.

After all, in the world of IT services, the quality of support you receive is just as important as the solutions themselves—and at Professional Advantage, excellence in both is our promise as we continue helping organisations achieve more with technology every day.

Understanding Net Promoter Score (NPS)

For those unfamiliar with NPS, it's widely considered the gold standard for measuring customer loyalty and satisfaction. The metric is based on a simple question: "Based on this case, how likely would you be to recommend our support to a colleague or friend?".

Respondents answer on a scale from 0 to 10, and are categorised as follows:

• Promoters (score 9-10): Loyal enthusiasts who will keep using your service and refer others.
• Passives (score 7-8): Satisfied but unenthusiastic customers vulnerable to competitive offerings.
• Detractors (score 0-6): Unhappy customers who can damage your brand through negative word-of-mouth.

The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters:

NPS = % Promoters - % Detractors

The score can range from -100 (if every customer is a Detractor) to +100 (if every customer is a Promoter).