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Customer 360°
our latest innovation in customer service excellence based on real-time Net Promoter Score data.

We will respond to any issues within 1 hour or less, as part of our promise to deliver a world-class customer service.

Delivering Peace of Mind-as-a-Service

As part of our commitment to delivering customer service excellence, we have developed a revolutionary system enabling us to provide more responsive and proactive customer service.

We have developed our own customer service platform, allowing our customers to give us feedback easily and quickly with a click of a button. Our customer support teams are immediately notified of feedback so they can respond instantly, so we can provide a 360° service, quickly closing the loop on any feedback that is less than excellent.

Satisfaction ratings can be analysed at a company, department or employee level, providing unparalleled insight, to identify where remedial action may be required, additional training and support is required, or where exceptional service should be rewarded.

Having access to this level of granularity and timeliness of our NPS data gives us real-time insight into a customer's experience and satisfaction.

Don’t just take our word for it…Our Net Promoter Score

Rolling 3 month average. Industry average 17

"This is something I experienced recently when I inadvertently selected Poor. Within 5 minutes I received a call from a senior support engineer asking in what way they had failed and what it is they could do to improve things going forward. Much appreciated and please keep it up"

Kenji Matthews - IT Manager, Stephen George & Partners LLP.

About Net Promoter® Score

Net Promoter® Score, or NPS® is a loyalty and satisfaction metric developed by Fred Reichheld in 2003; publicised in a Harvard Business Review article: 'The One Number You Need to Grow'. It has fast become the measure for businesses to benchmark advocacy. We’ve taken NPS one step further by developing our Customer 360 solution - based on real-time interactions.

Delivering service excellence

At Exponential-e, we are committed to service excellence and are empowering our people to deliver it. Any time a customer tells us we could do better, we make contact within 24 hours to put things right. Many of our customers have been with us for over a decade and tell us our friendly and attentive customer service is one of the main reasons for staying with us.

  • 96% of our customers would recommend us.
  • 7 ISO accreditations, more than any other British company. Find out more.
  • 24 / 7 x 365 UK based helpdesk.
  • 82% customer rating of excellent or good.
  • Read our customer charter here.

This video gives you a virtual tour of the heart of our customer service operations.

London Head Office - 100 Leman Street, London, E1 8EU - Tel: 020 7096 4100    |    Manchester Office - 3 Hardman Street, Manchester, M3 3HF - Tel: 0161 669 4050

*Calls to 0845 numbers will cost 7p p/m plus your phone company’s access charge. All inbound and outbound calls may be recorded for training or quality purposes.