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IT Service Response
Every month we review our service responsiveness. This month, I want to share what that data shows — and what our clients have said — because the results reflect a team I am genuinely proud of.
What the Numbers Say
We measure responsiveness directly from our ticketing system — no rounding, no filtering. Here is what the data shows:
40% of all tickets are fully resolved the same day they come in
70% of all tickets are responded to the same day they come in
90% of all tickets are resolved by the next business day
We don’t stop at overall numbers. We drill down to the individual customer and individual technician — so we can catch gaps early and hold ourselves accountable at every level.
What Our Customers Say
Raw ticket speed only tells part of the story. The real measure is whether our clients feel taken care of. Here is what they report:
98.4%
Smileback Client Satisfaction Score
Smileback satisfaction surveys are attached to every service ticket .
Our clients also share their experiences publicly. We invite you to read what they say:
See our Google Reviews
An Honest Perspective
I want to be clear: we do not get it right 100% of the time. No service organization does. What I can promise is this — when our processes fall short, we fix it quickly.
On a personal level, I provide my cell phone number to every client as a direct backup should our systems ever fail. In practice, I receive one or two calls every six to nine months across thousands of tickets. Our clients know they have a real an escalation path if they need one — and they rarely need to.
That is the standard we hold ourselves to: not perfection, but accountability. Our clients know we have their backs.
Not sure how your business stacks up? Let’s find out together.
Contact us to book a free IT review →steve.hanes@vintageits.com.
Steve Hanes www.vintageits.com
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