Customer experience
Customer experience you can measure
Every closed ticket asks for a one click rating that goes straight to the engineer who handled it. More than 1,500 ratings are in, 98.3% of them are positive, and you see the same numbers we do.
Your price in two minutes, no email needed. Or call 1300 787 429.
- 98.3%Positive ratings on closed tickets
- 25secAverage wait to reach an engineer
- 15minTriage on every ticket, logged or called
- 1,500+Ratings from the staff we support
Trusted by businesses across WA
01From first call to closed ticket
What happens when your staff ask for help
The same five steps every time, whether it is a password reset or a server that will not start. Consistency is most of what good service feels like.
- Call
A person answers
Call 1300 787 429, email the service desk or use the client portal. Calls reach an engineer in about 25 seconds on average.
- 15 min
Triaged and logged
Every request is triaged within 15 minutes, with a ticket number and a response target set by its priority under our SLA.
- Updates
Plain English, no chasing
Your engineer keeps you updated until it is fixed, and asks a clear question when something needs your decision.
- Fixed
At the cause
Anything that comes back twice gets a root cause, an owner and a date, and shows up in your monthly report.
- Rated
In one click
The closing email asks how we did. The score and any comment go to the engineer and their team lead.
02How feedback turns into change
Every score gets read. Low ones get followed up.
Feedback is not a yearly survey. It runs through three levels of the business, so a bad experience is dealt with quickly and patterns get fixed for good.
Ticket level
Each rating is linked to the engineer and the type of request. Anything less than good is followed up, so we understand what happened and put it right.
Who sees itThe engineer and their team lead.
Team level
Results are reviewed in our internal meetings. Good feedback is shared and recognised, and recurring complaints become process changes.
Who sees itThe whole service desk and engineering team.
Business level
Your account manager walks you through satisfaction by site, department or service type, and you agree the next actions together.
Who sees itYou, your leadership team and your account manager.
03Reporting
A report you can read in five minutes
You should never have to guess how your IT partner is performing. Your report is written for owners and managers, and it is easy to take to your board.
| Section | What it tells you | Sample client Illustrative |
|---|---|---|
| Satisfaction | Positive ratings by site, team and request type | 98% this month, up one point |
| Tickets | Opened, closed and response times against target | 142 closed, all within target |
| Repeat issues | Anything seen twice, with a root cause, an owner and a date | 3 open, down from 7 |
| Security | Essential Eight score and what moved this quarter | ML2 on six of eight controls |
| Backups | Job success and the last restore test | All jobs succeeded, restore tested |
| Roadmap | Open risks and the next items on your 12 month plan | Two decisions for you this month |
Sample figures for illustration. Your report uses your own data. Ask us for a sample report.
Want to know what working with us looks like?
Tell us how IT runs today. A technical consultant will scope it with you and send a fixed quote.
04In their words
What clients say about our service desk
“After dealing with two unreliable IT providers in recent years, it has been refreshing to place my trust in Greg and the team at Austin. They have been professional and highly competent, even under pressure.”
A selection of comments left on closed support tickets, in our clients’ own words. Names are shortened to first name and initial.
“Dinuka provided me with a swift and excellent service. It was painless for me which is a first! In fact, this is the first time I've had an IT company wipe a computer without needing to contact me and ask me to do 500 things for them! Thanks Austin you rock!”
“She didn't just fix the log in, she made sure I could log into all my applications and services. Good job.”
“Dinuka is always very helpful, responsive and gets stuff sorted immediately. Will continue to request help from Dinuka specifically. Thank You.”
“Arthur was great. I really appreciated that he was proactive in organising two updates at a time that would not impact our work day. As always, he also double checked that everything was in good working order when the updates had been completed. Thanks for your great work Arthur, it is reassuring to have someone who understands how our small business works and who always tries to help with the least impact to our day.”
“Erhard was happy to help and provided a speedy resolution! As per usual.”
“Was able to get straight through and the issue was resolved immediately.”
“Dinuka had completed two job requests very efficiently and professionally. I am very satisfied with the service provided in fixing the 3 laptops and providing us with a list of users. Well done Austin Tech for attracting and retaining such high-quality staff. Thank you Dinuka.”
“Dev was great to have install and activate new laptop. He was very patient and activated everything I needed. Very good service.”
“Up for challenges and committed to getting the issue resolved.”
“Brilliant support, resolved issue in 2 minutes.”
“Patient, prompt, thoughtful and assisted with my issues quickly. Thank you!”
“Bill was kind, prompt, efficient and professional, as always. Thank you Bill.”
“How clearly Deepika was able to explain the process and appreciated her patience in helping me understand how things work.”
“Bill identified the issue and addressed it quickly.”
“Prompt support and responses from Jacob.”
“Very easy to get IT issues sorted! Thank you so much.”
“It was great having someone on site today. The staff are very happy with today's outcome. Thank you Jacob.”
“Krishna is always extremely pleasant and efficient in helping me with any issues I have. He is a great person to deal with.”
“Speedy as always. Problem solved without fuss!”
“Arthur is a God of Knowledge! Thank you!”
“Good, quick, simple advice, thanks!”
“Always act quickly.”
“Early threat detection and the flexibility of Arthur contacting me at the time I requested.”
“Excellent personal support thank you.”
“Thanks for the quick fix Arthur!”
“Professional service helping me migrate to new server.”
“Thanks Chalana for fixing the problem and sorting out the External Drive.”
“Tech kept us informed during the entire day and job. Great customer service. Thank you.”
“Sachila has amazing customer service and sorted my problem out very efficiently.”
“Thanks for the speedy and considerate action!”
“Chris showed great knowledge in what was required and performed tasks with ease and in a timely manner.”
“Jacob was great assistance working between me & tech support at Go1. Made it an easy process to have SSO enabled for this new system.”
“Great response awesome work.”
“Prompt and friendly service, thank you.”
05When things go wrong
Honest when it matters most
Nobody gets every ticket right. What matters is what happens next, and whether you hear about it from us first.
The same scores, both sides
You see the satisfaction data we see internally, including the scores that sting.
Shared in your regular reviewWritten root cause reports
After a significant incident you get a written report covering what happened, why it happened and what we changed to stop a repeat.
What happened, why and what changedAdvice that suits you, not us
We recommend work because it helps your business, and we will tell you when something can wait.
Plain reasons for every recommendationMoving from another provider? Most businesses are fully handed over in about four weeks.
How switching works06Recognised and certified
A top 50 MSP in Australia, three years running
Cloudtango named Austin Technology in its top 50 managed service providers in Australia in 2024, 2025 and 2026. We are also certified to ISO 27001 and ISO 9001, so the way we protect your data and run your service is checked by an independent auditor every year.
ISO 27001
Information securityOur information security management system covers how we handle client data, credentials and access to your systems, certified by Compass Assurance Services and audited every year.
How we protect your dataISO 9001
Quality managementSupport tickets, projects and onboarding follow documented processes, so you get the same standard of work whichever engineer picks up your job. Ask us for our certificates when you run a supplier review or tender.
07Questions
Customer experience questions
What businesses ask us about service quality. Anything else, call 1300 787 429.
01How do you measure customer satisfaction?
Every closed ticket and project task sends a one click rating. Each response is linked to the engineer and request type, so we can see exactly what worked and what did not. More than 1,500 ratings are in, and 98.3% are positive.
02Can we see our own satisfaction scores?
Yes. Your account manager takes you through your satisfaction trends in regular reviews, broken down by site, department or service type, alongside ticket volumes, response times and recurring issues.
03How quickly will someone answer when we call?
Calls reach a Perth engineer in about 25 seconds on average, and every request is triaged within 15 minutes. Response and resolution targets depend on priority and are set out in our service level agreement.
04What are your support hours?
The service desk runs Monday to Friday, 8am to 5pm AWST. Extended and after hours cover is available by agreement, and on SecureShield plans a security operations centre watches your devices and Microsoft 365 around the clock.
05What if one of our staff has a bad experience?
Any rating below good is followed up. We find out what happened, put it right and, if it points to a process problem, fix the process. You can also go straight to your service delivery manager at any time.
What our clients say
1,800+ reviews from the people who call our Perth service desk every day.
1,800+
25
60+
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“Turns every IT problem into a non-issue”
Arthur turns every IT problem into a non-issue and does it with real patience and professionalism. He explains things in a way that makes the process easy and always leaves us feeling supported. We appreciate the way he handles every request.
Bronte J.Indian Ocean Hotel
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“Patient, capable and a genuine listener”
The support was outstanding. Patient, capable and a genuine listener, which is rare in support calls. He took the time to understand the issue and work through it with care. You are fortunate to have him on your team and the level of service was impressive.
Peter MidgleyPowertech
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“Steady, thoughtful and stress free”
Jamie put in a great deal of effort to resolve the problem and it showed in the result. His approach was steady and thoughtful and the support was appreciated. It made the whole experience smooth and stress free.
Jason CavallaroCallidus Process Solutions
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“Resolved the issue within minutes”
The consultant knew exactly what to do and resolved the issue within minutes. He talked through each step so I understood what was happening and made the process simple. The clear communication and fast resolution made a real difference.
Kirk LentonPilbara Construction
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“The extra guidance made it more valuable”
Brady tracked down an email I could not locate and took the time to show us how to search more effectively in the future. The extra guidance was helpful and made the experience more valuable. His support was straightforward and appreciated.
Tony YoungOptimus Real Estate
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“Resolved quickly, with none of my work lost”
They resolved my issue quickly and efficiently, which meant I didn’t lose any of the work I had done today. The support was clear and straightforward, and the outcome made a real difference to my day. Thank you.
Warner PriestInterContinental Energy
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“Calm, patient and always willing to help”
Dev Sandhu is outstanding in his knowledge and support. He has a calm and patient way of working through any IT issue and is always willing to help at short notice. His positive attitude makes the whole experience easier and more reassuring. Thank you to Dev and the team at Austin for the consistent support.
Peter AlexanderKoch Solutions
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“Refreshing after two unreliable IT providers”
After dealing with two unreliable IT providers in recent years, it has been refreshing to place my trust in Greg and the team at Austin. They have been professional and highly competent, even under pressure. Their support has made a real difference. Thank you, and keep it up.
Mark HutchisonLifewood
08Customer experience
Hear the difference
on the first call.
Tell us what support is like today. A technical consultant will scope what we would change and send a fixed quote, so you can hear the difference for yourself.
Or call 1300 787 429