We believe the best outcomes begin with listening. This year, your feedback has offered us something invaluable: perspective. Not just a score, but a signal that what we’re doing is making a meaningful difference. And for that, we’re deeply grateful.
Data and numbers matter. They reflect the trust you place in us and remind us that the work we do touches real people in real settings every day. Our August 2025 scores show promising signs of progress, and we want to take a moment to share them with you and focus on what comes next.
“It is a much improved product since the adjustments were made and the benefits are shining through. The customer service and support have been exemplary all through.”
– Stephen Gilmore, Risk Manager, Mersey Care NHS Foundation Trust
"Response has been exemplary."
– Steve Forsyth, Chief Nurse, Rotherham Doncaster and South Humber NHS Foundation Trust
“We really like your support process and proactive approach.”
– Patrick Fenton, Ward Matron, Sussex NHS Foundation Trust
These words matter to us because they come from the environments we’re designing for. Every comment we receive reminds us of our purpose: Together we design for good. We protect people through vulnerable times.
It's that alignment between our customers, the environments they work in, and the outcomes we aim to deliver that continues to guide our improvements and product innovations.
Net Promoter Score (NPS): 77
Overall Customer Satisfaction: 95%
Service Score Average: 8/10
First Response Time: < 30 minutes
87% of tickets resolved in under 5 days
Since January, we’ve introduced monthly Customer Service touchpoint calls. During these conversations, we ask just two questions:
How would you rate our service out of 10?
How would you rate our products out of 10?
It sounds simple, but the insights are powerful. They help us measure our Net Promoter Score (NPS), but more importantly, they give us a clear view of where we’re meeting expectations, and where we can do better.
Above 30 is considered excellent.
Above 70 is world-class
Many leading B2B companies aim for scores between 30 and 50
So yes, 77 is high. But we’re not sharing this to pat ourselves on the back. We’re sharing it because it reflects your trust, experience, and voice in shaping how we serve you. And most importantly, it highlights where we need to keep improving.
We’re proud of the feedback we’ve received, but we’re even more interested in the conversations behind the numbers, what is working well and particularly what is not working well for you.
Whether it’s a delivery delay, a product feature that’s helped in ways we didn’t anticipate, or a small frustration that keeps cropping up, we want to understand it.
So please take a moment to share your thoughts. Your feedback doesn’t just shape our score; it also shapes our service, products, and the experience we’re building with you. Rate us here.