Last month, we asked our customers to participate in a satisfaction survey. We wanted to find out how they rated their collaboration with ITmafia, what we could do better, and where we deliver the greatest value. The response exceeded our expectations – a staggering 85% of customers responded, and the results put us in a great mood!
The most important metric, the Net Promoter Score—which measures how likely customers are to recommend us to others—was 100%. This is an absolutely exceptional result in the IT industry and a powerful signal that we're heading in the right direction.
Below we present the most interesting observations from the study.
What do customers value most about us?
When asked “What was the main reason for your assessment?” the vast majority of responses revolved around the same themes:
– trust, quality and reliability of services
– proactivity and high commitment
– high technical competence
– very good contact with the client
These are the elements that most often determined the high ratings for our collaboration. One client put it perfectly:
“Proactivity, willingness to support, knowledge, experience.”
Thank you – these are the values that form the foundation of our actions.
Responsiveness and commitment
We also asked about the work of our technical support staff—the people who work day-to-day to ensure everything runs smoothly. The results:
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- 67% of respondents responded “Excellent – quick response and great commitment”
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- 33% of respondents selected “Good – everything usually runs smoothly”
There was no negative or neutral response in this category.
This is a signal to us that prioritizing requests, transparent communication and quick response times actually make a difference.
Difficult things in simple words? Absolutely!
The question of whether technical translations are understandable to our clients also yielded a clear result – everyone responded, “Definitely yes – I feel like I know what’s going on.”
This is exceptionally important because we believe that good cooperation begins when the client's stress, uncertainty, and sense of acting "blindly" disappear.
Thank you!
These results are not only a reason for satisfaction, but above all, a motivating factor for us to continually raise the bar. We spend every day ensuring that the companies that trust us can operate safely, without downtime, and without the stress of technology.
Thank you to all customers who participated in the survey.
We want to constantly develop – and do it together with you.
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