Tech providers love talking about platforms, infrastructure, and features.

Customers care about something far simpler:

“Can we trust you when it matters?”

That’s the real test.

Not the sales presentation.
Not the proposal document.
Not the architecture diagram.

The moments that define a technology partnership usually happen much later. During an outage. A Cyber incident. A migration. A failed backup. A compliance audit. A 2am support call when the pressure is real and the stakes are high.

That’s where trust is either reinforced or lost.

At Synapse, we’ve always believed Customer Experience and Success should be measured by outcomes, confidence, and long-term relationships.  

That’s why we’re proud to share our latest customer satisfaction results:

• Net Promoter Score (NPS): +64

• Customer Satisfaction Score (CSAT): 91.5%

For us, these aren’t vanity metrics.

They’re proof that the way we work matters.

As Charlotte Grindley, Customer Experience Manager at Synapse, explains:

“Customer success isn’t something that sits with one department at Synapse.  It shapes how we support, engage and respond when customers need us most.

Caring for our customers and wanting to do our best is our culture, and we’re proud of our NPS and CSAT Scores. They reflect the relationships that we have built overtime and maintain at every step of our customer journey everyday’’

WHY NPS AND CSAT MATTERS

There’s a temptation in technology to overcomplicate measurement.

Dashboards become bloated. KPIs lose meaning. Activity gets mistaken for impact.

But customer sentiment cuts through all of that.

NPS asks a simple question:

“How likely are you to recommend us?”

That question matters because recommendation is earned. Nobody puts their own reputation on the line unless they genuinely trust the partner behind the service.

A +64 NPS places Synapse in a position we’re incredibly proud of because it reflects consistent positive experiences across delivery, support, account management, and strategic guidance.

The same applies to CSAT.

A 91.5% customer satisfaction score tells us customers feel supported, heard, and looked after throughout the relationship, not just during onboarding or renewal conversations.

In managed services and cloud infrastructure, that matters enormously.

Because great customer experience is rarely about dramatic moments.

It’s usually about consistency.

Consistent responsiveness.
Consistent communication.
Consistent reliability.
Consistent accountability.

The kind of things customers notice immediately when they disappear.

CUSTOMER EXPERIENCE IS PART OF OUR PRODUCT

Too many providers still separate “technology” from “service”.

Customers don’t.

From their perspective, the experience is the product.

The platform can be technically brilliant, but if support is slow, communication is unclear, or issues drag on unresolved, the relationship breaks down quickly.

That’s why Synapse has always focused on combining deep technical capability with human partnership.

We want customers to feel like they have access to people who genuinely care about outcomes, not just contracts.

That philosophy shapes how we approach everything:

• Managed cloud

• Cyber resilience

• Backup and disaster recovery

• Storage and infrastructure

• Proactive support

• Strategic guidance

• Ongoing optimisation

Technology should reduce stress, not create more of it.

For many I.T. leaders, the biggest pressure isn’t deploying new technology.

It’s carrying the responsibility that comes with keeping systems secure, available, compliant, and operational under constant scrutiny.

Recovery confidence matters more than feature lists.

That’s why our teams focus heavily on responsiveness, reassurance, and practical problem-solving.

Because when customers are under pressure, they don’t need jargon.

They need clarity.

GREAT SERVICE DOESN’T HAPPEN BY ACCIDENT

It requires operational discipline.

Strong customer experience is usually the result of hundreds of small decisions happening consistently across a business.

Things like:

• Taking ownership quickly

• Escalating issues early

• Communicating proactively

• Being honest when challenges arise

• Following through on commitments

• Prioritising long-term trust over short-term convenience

That culture matters because customers remember how you respond during difficult moments far more than easy ones.

And in modern I.T. environments, difficult moments are inevitable.

Cyber threats continue to rise.
Infrastructure estates continue to grow more complex.
Compliance expectations continue to tighten.
Budgets remain under pressure.

The role of a managed service provider is no longer just operational support.

It’s confidence.

Confidence that systems are protected.
Confidence that recovery plans work.
Confidence that someone is accountable when things go wrong.

That’s the standard we continue to hold ourselves to.

WHAT THESE SCORES REALLY REPRESENT

Metrics only matter if they reflect real experiences.

Behind every survey response is a customer trying to deliver outcomes inside their own organisation.

Hospitals keeping services available.
Housing associations supporting tenants.
Financial organisations protecting sensitive data.
Education providers supporting thousands of users.

When customers choose Synapse, they’re trusting us with environments that people depend on every day.

That responsibility is something we take seriously.

A strong NPS or CSAT score isn’t the finish line.

It’s a signal that we’re moving in the right direction while continuing to improve.

Because customer expectations evolve constantly.

The standard for responsiveness gets higher.
The demand for resilience grows.
The expectation for strategic guidance increases.

Standing still isn’t an option.

That’s why we continue investing in:

• Faster support experiences

• Stronger customer communication

• Automation and operational efficiency

• Cyber resilience capabilities

• Recovery readiness

• Proactive optimisation

• Better visibility and reporting

Not because metrics demand it.

Because customers do.

THE DIFFERENCE BETWEEN SATISFIED AND DELIGHTED

There’s an important difference between customer satisfaction and customer delight.

Satisfied customers got what they expected.

Delighted customers feel supported beyond expectation.

That usually comes from the moments customers weren’t expecting:

• The engineer who stays on the call until the issue is fully resolved

• The proactive recommendation that prevents future downtime

• The account manager who genuinely understands the business challenge

• The rapid response during a critical incident

• The honesty and transparency during difficult situations

Those moments create trust.

And trust creates long-term partnerships.

At Synapse, we don’t want to be seen as just another supplier.

We want to be the partner customers feel confident relying on when complexity increases and pressure rises.

That mindset sits at the centre of Adaptive Cloud.

Not just delivering infrastructure.

Delivering confidence, resilience, and operational simplicity through managed services designed around real customer outcomes.

THANK YOU TO OUR CUSTOMERS

Most importantly, these scores belong to our customers as much as they belong to us.

The feedback we receive helps shape how we improve, evolve, and prioritise future investment.

We genuinely value the honesty, collaboration, and trust our customers continue to show us.

Technology partnerships work best when they feel exactly that: partnerships.

So, to every organisation that has trusted Synapse to support critical systems, protect data, improve resilience, and simplify complex I.T. challenges:

Thank you.

We’re incredibly proud of what we’ve achieved together so far.

And we’re even more excited about what comes next.

READY TO EXPERIENCE A DIFFERENT KIND OF I.T. PARTNER?

Whether you’re looking to improve resilience, simplify infrastructure, strengthen cyber recovery, or gain more control over cloud costs, Synapse is here to help.

We work with organisations that need more than just technology delivery. They need confidence, responsiveness, and a partner they can rely on when it matters most.

If you haven’t spoken with the team yet and want to explore how Synapse can support your business, we’d love to start the conversation.

SPEAK TO OUR TEAM

Discover how Synapse can help you:

• Strengthen cyber resilience

• Simplify backup and disaster recovery

• Modernise infrastructure and cloud environments

• Improve operational confidence

• Reduce complexity across your I.T. estate

https://www.synapse360.com/contact

Your infrastructure should help your business move faster, feel safer, and operate with confidence. That’s exactly what we’re here to deliver.

And don’t worry we have a dedicated Customer Experience team here to support at every step of the way. They’re our internal VOC and they’re here for you.  

‍