Customer experience at Austin Technology
Customer experience sits at the centre of how we run Austin Technology. Every ticket, project and phone call is a chance to make IT easier for your people. We measure feedback on every job, share it with our team and use it to improve how we support your business.
Across these platforms our clients consistently rate Austin Technology as a reliable, responsive and easy to work with IT partner.
The numbers behind our customer satisfaction
We use Simplesat to capture feedback after support tickets and projects. Every response is linked to the specific engineer and request so we can see what worked well and where we need to improve.
Key points you can lay out as icons or number tiles
• 98% satisfaction score across more than 1 500 survey responses
• 1 400 plus positive ratings from staff across Perth businesses
These results matter because they reflect how your staff experience our service day to day. When your people feel supported, the whole business runs better.
What customer experience means to us
For us, customer experience is the feeling your team has every time they deal with Austin Technology. It is how easy it is to log a ticket, how clearly we explain things and how confident you feel about your systems and security.
Good customer experience looks like this
• Your staff know how to contact us and get timely help
• Issues are resolved the right way, not just patched
• Communication is clear, honest and in plain English
• You understand the risks in your environment and the options to address them
Our goal is simple. When someone in your business thinks about IT, we want them to feel calm and supported, not frustrated.
How we collect and act on feedback
Feedback is not a yearly survey. It is part of our daily work.
After we close a ticket or complete a project task, your users receive a short survey that takes a few seconds to answer. We review the results in several ways.
You can show these as three columns or steps
Ticket level
Every score and comment is linked to the engineer and the type of request. If someone has a poor experience, we follow up, understand what happened and put things right.
Team level
We review results in our internal meetings. The team sees where we are doing well and where we need to lift our game. Good feedback is shared and celebrated.
Business level
Your account manager or primary contact walks through trends in regular reviews. You can see satisfaction by site, department or service type, and we agree on actions together.
This loop keeps us honest and stops small issues turning into bigger problems.
Our customer experience pillars
We group our approach to customer experience into a few simple pillars. These guide how we hire, train and measure the team.
Responsiveness
We answer the phone, respond to tickets and update you when things change. Your people know what is happening and when to expect a resolution.
Clarity
We explain issues, options and risks in plain language. You do not need to be technical to understand what we are saying.
Reliability
We follow consistent processes for logging, triage, escalation and change. This reduces surprises and means you get the same quality of service every time.
Security and trust
We treat your systems and data with care. Security checks, approval steps and audit trails are built into how we work.
Partnership
We look beyond the ticket in front of us. We think about how changes affect your users, your other systems and your plans for the next few years.
Partnership built on honesty
We aim to be open about where we are strong and where we can improve. We share real data, not just stories.
That means:
• Showing you the same satisfaction scores we see internally
• Being upfront when things go wrong and explaining how we will prevent a repeat
• Recommending only the work that helps your business, not what suits us
We are not perfect, but we are committed to being better tomorrow than we are today. Your feedback is what helps us get there.
How we report on your experience
You should never have to guess how your IT partner is performing. We provide regular reporting that is easy to read and easy to share with your leadership team.
Typical reports include:
• Satisfaction trends over time
• Ticket volumes and response times
• Top recurring issues and root causes
• Security events, backup status and key risks
We review these with you and agree on clear next steps so you know what we are working on between meetings.
The teams behind your experience
Strong tools and processes help, but customer experience still comes down to people. Several teams work together to support your organisation.
Service Desk
Your first point of contact for day to day issues. The team focuses on fast, friendly support and clear updates so your staff can get back to work.
Projects and delivery
This team plans and delivers changes with minimal disruption. They communicate timelines, risks and cutover plans so everyone knows what to expect.
Account management
Your primary contact helps you plan, review and prioritise. They bring together feedback, reporting and a roadmap so IT decisions line up with your business goals.
Security and governance
Specialists who focus on backup, security tools, policies and compliance. They help make sure changes keep your environment safe and well documented.
- OUR SERVICES
Four service pillars,
one IT partner
We run your IT as one service. Service desk, devices, security, cloud and projects all sit with a local team that knows your business.
We organise this into four pillars so you can see how we help. Manage keeps everyday IT running. Secure reduces cyber risk. Modernise moves you to better cloud and Microsoft 365 tools. Innovate uses projects, data and automation to improve how your business runs.
- CASE STUDIES
Client Success Stories
What Our Clients Say
Trusted by businesses across Australia
Over 700 reviews from local organisations that rely on Austin for day to day IT support.
FAQs for Businesses
Most transitions finish in six to eight weeks, depending on the size and complexity of your environment. We handle the detailed work such as assessment, documentation, team training and cutover planning. The goal is a smooth changeover with minimal disruption for your staff.
We work with your timeline. Many clients start planning the move while their current contract is still in place. We can complete the assessment and build a transition plan so you are ready when the contract ends. If you want to exit early, we help you understand the risks and steps, but the decision stays with you.
Onboarding starts with a structured discovery of your systems, security and pain points. We document your environment, set up monitoring and backups, and agree on priorities for the first few months. Your team receives clear instructions on how to contact us and what to expect from support. You get a named contact and regular check ins during the early phase.
Yes. Many clients keep an internal IT person or team and use Austin Technology to extend capacity and skills. We agree clear roles so everyone knows who owns support, projects and decision making. Your internal team stays close to the business while we handle areas such as service desk, security, cloud or specialist project work.
Security is built into our services, not added at the end. We focus on strong identity controls, patching, endpoint protection, backups and user awareness. Our security work aligns with recognised frameworks such as the ACSC Essential Eight. You receive regular updates on risks, improvements and any incidents.
Serious incidents follow a clear response plan. We focus first on restoring critical systems and access so your staff can work again. Then we investigate the cause, close any gaps and support any reporting you need to do. After recovery we review the event with you and update your plans so you are better prepared next time.
Good questions include where the support team is based, how they handle security, how they store and protect your data, what their response times are and how they work with internal teams. You can also ask how they align with standards like the Essential Eight and what their onboarding process looks like. The answers should be clear, specific and easy to understand.
No. You get a named main contact, but more than one engineer knows your environment and documentation sits in our central systems. If someone is away or changes role, another team member can step in without you having to start again. This reduces key person risk and keeps support consistent.
Ready To Make The Switch?
If your IT partner has stopped keeping up, let us step in.
Over 200 Perth organisations have moved their IT to Austin Technology. Most tell us the same thing: “We should have done this years ago.”
Tell us a bit about your business and what is not working. We will come back to you within one business day to see if we are a good fit.
