Living Client First: How We’re Committing to Serving Our Clients Better

Each year we conduct a Customer Relationship Quality survey with our clients and use the findings to shape our approach to delivering the best possible services. Here’s what we’ve achieved in the past year, and how we’re committing now to serving our clients better.

At Six Degrees we’re committed to living our core values of Client First, Take Ownership, Strive for Excellence, and One Six Degrees every day. To be truly client-first it’s important that we engage with our clients in a number of ways, one of which is our annual Customer Relationship Quality (CRQ) survey.

The CRQ survey, conducted by our independent partner Deep Insight, is invaluable in shaping our approach to delivering the best possible services. The insights we gather help us focus on what truly matters to our clients, allowing us to prioritise, adapt, and innovate in response to their business needs and aspirations.

In this blog we’ll explore the progress we’ve made since last year’s CRQ survey and look forward to how we’ll be using the information gained from the CRQ survey we recently completed.

Year in Review: Progress, Improvement, and Innovation

Thanks to our clients’ feedback, over the past 12 months we’ve focused on enhancing our helpdesk and operational support teams, refining billing processes, and strengthening our data management systems.

Client feedback and the activity our teams have subsequently delivered has led to a 37% increase in our CRQ score year over year and a remarkable 47-point rise in our NPS (net promotor score), deeply motivating results that we are looking to build on over the coming year.

Throughout the year, we have worked proactively to address critical areas, including:

• Automating our client-facing report production and implementing AI-powered productivity tools, enabling our Sales and Service Delivery Managers (SDMs) to focus on more valuable client activities.
• Adding SDMs to an additional 70% of client accounts through increased resourcing.
• Completing 261 proactive problem improvements, focusing on platform resiliency, fine-tuning alert systems, proactive capacity management, and implementing best practices in environment configurations, resulting in a 30% reduction in major outages.
• Strengthening our governance framework with improved quality checks to ensure timely and concise communications with our clients.
• Introducing real-time dashboards to track the lifecycle of tickets through our system, leading to a 6% increase in ticket resolution performance over the last quarter.
• Automating the resolution of simple tasks, resulting in 114,000 self-healed events over the past year.
• Enhancing our change management processes to increase visibility of change impacts and risk assessments, achieving a 98% success rate in change implementations over the past year.
• Automating contract renewal notifications to improve awareness, transparency, and proactive communication, preventing unintended contract roll-overs.
• Improving the billing experience through direct engagement with our Billing Management team to resolve issues and provide customisations, such as the use of cost centres.

These initiatives reflect our commitment to maintaining the highest standards of service quality, proactivity, and transparency with our clients.

Looking Forward: Our Commitments for the Coming Year

The progress we’ve made over the past 12 months is just the start. Based on this year’s feedback, we’re setting new priorities to improve areas such as:

• The time it takes to provide quotes for services.
• Data management.
• The delivery of more proactive consulting and services across Cyber Security, well-architected reviews, and service continuity planning.

As we move ahead, we’re committed to a path of continuous improvement, emphasising proactive problem management, expanded automation, and a robust quality framework.

Empowered Expertise Enabling Your Success

At Six Degrees we’re all about enabling your success through technology. Our mission, vision and values are aligned to taking you on a digital journey that will enable your success – whatever that looks like for you.

Our annual CRQ surveys, along with our commitment to improving our services based on learnings from them, is one of the ways we live our Client First value: prioritising our clients, and building lasting partnerships through exceptional service and shared success.

Chat to us if you’d like to explore how we can leverage our empowered expertise to enable your success.