+77
A willingness to recommend, measured separately.
Net Promoter Score shows how likely clients are to recommend the service, providing a clear view of the wider relationship.
244 responsesLast 12 months
Behind the service · Forward Thinking ITSee the service-quality snapshot
Great IT Service Isn't Just Promised. It's Measured.
28 years of Forward Thinking IT. Continuously innovating, improving and measuring what matters to clients.
There's more to great IT support than meeting SLAs and closing tickets. We measure how quickly people receive help, how effectively problems are resolved, what clients think of the experience, and whether we are removing the underlying causes of disruption.
By combining experienced engineers, enterprise-grade service management and continuous improvement, Wavex delivers something more valuable than a responsive helpdesk: an IT environment that gets better over time.
Start with the outcome
Closing a ticket isn't the same as solving a problem.
An IT provider can meet a response target while employees continue to experience the same disruption. It can close a high number of incidents without fixing the cause. It can present a polished dashboard without agreeing and completing the corrective action that the data suggests.
Consider an employee who repeatedly experiences the same Microsoft 365 issue. Resolving each call quickly can be responsive support. Finding and correcting the configuration issue behind the repeated calls is a different level of service. It reduces the burden on the employee, the support team and the business.
That distinction matters to an IT Director, COO, CFO or procurement team. Service quality should show how the provider responds, resolves, communicates, protects the environment and improves what is behind the incident. The best measure of IT support isn't simply how many problems are solved. It's whether there are fewer problems to solve in the first place.
Optional incident-resolution feedback
Last 90 daysThe experience after an incident is resolved.
Users can optionally provide feedback after a resolved incident. 98.9% of submitted incident feedback was positive or neutral, reflecting our focus on delivering a great support experience.
Positive
2,044
81.9% of 2,496 responses
Neutral
425
17.0% of 2,496 responses
Negative
27
1.1% of 2,496 responses
Every response is reviewed as part of Wavex's ongoing commitment to improving the support experience.
Designed into the operating model
We reward great service, not just closed tickets.
At Wavex, the experience of the person asking for help matters. Client feedback forms part of how our engineers are rewarded. It reinforces a service culture where clear communication, ownership and a positive customer experience matter, not simply the number of tickets closed.
Security procedures, technical standards and careful change control remain central to good service. Clear explanations, appropriate urgency and visible ownership ensure they are delivered in a way that works for the people relying on IT.
Client feedback
A direct signal from the person supported
Engineer accountability
Quality and ownership reinforced in the service culture
Service improvement
Patterns inform practical changes to the service and environment
Service quality, measured every day
A scorecard that brings speed, quality and prevention together.
This Wavex-reported snapshot covers the last 30 days. It shows how quickly clients can access help, how consistently eligible incidents meet their service commitments, and where the service team is focusing improvement. Jakob, our AI assistant, responds to chat enquiries in an average of just 3 seconds.
9 sec
Average telephone pickup
Last 30 days
98%
Response SLA achieved
Eligible incidents
96%
Resolution SLA achieved
Eligible incidents
3%
Recurring incidents
Last 30 days
0
Calls missed
Within the reported scope
44 sec
Engineer chat pickup
Average time to an engineer
3 sec
Jakob chat response
Average reply time
79%
Incident hygiene score
Service-quality review
Behind a good service is a disciplined operation
Around 50 internal measures help management spot deterioration before it becomes normal.
Alongside client-facing commitments, Wavex uses operational measures to spot a backlog, a communication gap, a capacity issue or a trend worth investigating. This gives service management the context to act early and keep the service moving in the right direction.
The value is not in creating more numbers. It is in giving experienced service managers the insight to make the right improvement at the right time.
Incident hygiene score · 79%
A focused service-quality measure.
It brings together client updates, accurate incident status, technical notes, operational agreements, feedback and adherence to agreed processes, helping managers identify where service quality can improve.
Enterprise-grade service management
Enterprise-grade service management. Without the enterprise complexity.
Wavex uses ServiceNow as the service-management platform beneath its APEX operating model. It supports structured workflows and operational reporting around incidents, service requests, change approvals, escalations, knowledge and service performance.
Combined with experienced engineers, dedicated service management and ongoing quality monitoring, these enterprise-grade processes make the service more structured, accountable and approachable.
Incident management
Structured triage, ownership, escalation and communication when something is disrupted.
Service requests
Repeatable handling for planned asks such as access, devices or onboarding.
Change approvals
Appropriate scrutiny and a record of meaningful changes to the environment.
Knowledge and reporting
Useful records that help engineers resolve work consistently and learn from patterns.
ServiceNow® is a registered trademark of ServiceNow, Inc.
The real goal
Fewer problems, not just faster fixes.
These historic Wavex engagement examples show how focused modernisation can reduce recurring problems, strengthen security and improve everyday IT effectiveness. Every organisation starts from a different position, so outcomes naturally vary.
65%
Fewer service desk incidents
A focused modernisation programme using Microsoft Azure, Intune and Defender addressed long-standing technical problems and reduced service desk incidents by 65%.
Historic Wavex engagement example
60%+
Fewer password-related tickets
Trend analysis identified recurring password and MFA issues. Self-service password reset and improved MFA onboarding reduced password-related tickets by more than 60% within three months.
Historic Wavex engagement example
70%
Reduction in recorded critical vulnerabilities
In a separate transformation example, proactive patching and security hardening reduced recorded critical vulnerabilities by 70%, while Microsoft Secure Score improved from 48% to 82%.
Historic Wavex engagement example
From onboarding to continuous improvement
A managed service should improve your IT environment over time.
The path is not identical for every organisation, but a clear operating model gives clients a practical way to understand what should happen after the contract begins.
01
Discover
Understand the environment, known problems, technical debt and the business priorities that should shape the service.
02
Stabilise
Address immediate issues, improve documentation and establish dependable support, escalation and communication processes.
03
Standardise
Improve device configuration, Microsoft management, security controls and repeatable operational ways of working.
04
Improve
Use incident patterns, engineering judgement and appropriate automation to address recurring causes of disruption.
05
Measure
Review service performance, client feedback, security risks and agreed improvements with the people accountable for them.
A practical onboarding benefit: early transition work brings historic issues into clearer view so they can be documented, prioritised and resolved. Subsequent standardisation and remediation help reduce recurring disruption. Read our practical guide to changing IT provider.
Experienced people. Recognised technical expertise.
Relevant credentials that strengthen the service.
Wavex holds current Microsoft Solutions Partner designations for Modern Work, Security and Infrastructure (Azure), alongside its Tier 1 Cloud Solution Provider (Direct) relationship. Together, these current Microsoft programme relationships support deep expertise across the technologies clients rely on every day.
ISO 27001 certification, Cyber Essentials Plus and a CIS Controls-aligned approach reinforce the security foundation behind the service.
For prospective customers, credentials provide confidence from the outset. Their real value is seen in the people, processes, service data and recommendations that improve IT day to day.
Modern Work
Microsoft Solutions Partner designation reported by Wavex
Security
Microsoft Solutions Partner designation reported by Wavex
Infrastructure (Azure)
Microsoft Solutions Partner designation reported by Wavex
Tier 1 CSP (Direct)
A separate Microsoft cloud relationship reported by Wavex
ISO 27001
Information-security management certification reported by Wavex
Cyber Essentials Plus
Independently assessed technical certification reported by Wavex
CIS Controls aligned
A structured approach to prioritising security controls
You shouldn't have to take our word for it
Visibility becomes useful when it helps people make better decisions.
Wavex provides visibility into the areas that matter to a managed-service relationship, including service performance, user feedback, IT assets, security posture, licensing, commercial information, projects and agreed improvements.
A dedicated technical consultant helps interpret risks, recommend priorities and coordinate action. Smaller organisations can delegate with clearer confidence, while larger IT teams can use the information for formal governance and oversight.
Explore Complete IT Visibility or see how a dedicated IT consultant turns service evidence into a practical technology plan.
Your assurance, backed by evidence
Forward Thinking IT means measuring what is working and acting where it isn't.
Great managed IT brings together independent assurance, operational discipline and a clear customer relationship to make technology more dependable over time.
Independent assurance
Recognised certifications, Microsoft programme designations and a CIS Controls-aligned approach support a disciplined service foundation.
Operational assurance
Structured service processes, quality monitoring, engineer accountability, incident analysis and continual improvement turn standards into everyday practice.
Customer assurance
Feedback, service reporting, visible responsibilities and practical advice from a dedicated consultant make the relationship easier to assess.
Frequently asked questions
Questions buyers often ask about service quality.
Expect more from your IT partner
Evidence is useful when it leads to a better service.
Whether you're looking for more dependable support, stronger security, a more accountable managed-service relationship or an IT partner capable of supporting your next stage, we'd be happy to discuss how Wavex approaches service quality.
Discuss Your IT Requirements
Tell us where you would like your service, visibility or technology to improve. a sector specialist will be in touch. We aim to reply within 1 hour.