What our Net Promoter Score and customer experience rating tell us about how clients feel working with us
We’re delighted to share the results from our first Cisilion Pulse survey. They represent a moment we are genuinely proud of, and a clear signal that our clients value the experience of working with us. Rooted in our commitment to Trust, Agility and Excellence, these results reflect our focus on going Beyond Expectations in how we show up for clients every day.
From our inaugural Pulse cycle, we achieved a Net Promoter Score of 53 and an overall customer experience rating of 4.47 out of 5, placing us ahead of typical MSP and VAR benchmarks and in line with leading IT service providers. These results reinforce the strength of the relationships we have built with organisations across Finance, Legal, Insurance, Public Sector
Pulse was introduced to ensure client feedback actively shapes how we work, not just how we measure success. You can read more about the purpose behind Cisilion Pulse and why we introduced it here.
What the First Pulse Cycle Told Us
The headline scores tell one part of the story. The feedback behind them adds important depth.
Across responses, clients consistently highlighted the value they place on working with a partner that combines deep technical expertise with responsive, relationship-led account management. The strength of these relationships came through clearly, particularly in how clients described trust, reliability and confidence in our teams.
Feedback also reinforced that client experience is shaped as much by how we work as by what we deliver. Clear communication, approachability and continuity were recurring themes, underlining the importance of consistency across every interaction, not just major projects or milestones.
Together, these insights give us confidence that our approach is resonating, while also helping us understand which aspects of the experience matter most to clients day to day.
Clients described their experience of working with Cisilion in their own words:
- “I am provided great support and responsiveness from our account management team. The projects we have undertaken together have been expertly delivered, on time and on budget. Cisilion are a great example of what working in a partnership should be!” – Head of IT, Public Sector/Local Gov
- “Great people, great knowledge, great approach – in today’s competitive market, Cisilion provide exactly what an MSP should – guidance and support, and most importantly, time.” – Head of Information & Cyber Security, Professional Services
- “I have always found Cisilion to be an extremely friendly, easy-going, and knowledgeable company to work with.” – Global Head of IT Service Delivery, Legal
- “Cisilion is an outstanding company that consistently delivers exceptional service. Their team is professional, responsive, and goes above and beyond to meet client needs.” – Global Infrastructure Manager, Professional Services
Turning Insight Into Action
Listening only matters if it leads to action. That is why Pulse is treated as a catalyst, not a report.
Following this first cycle, we are taking all feedback on board and have established internal working groups to review key themes and focus on continuous improvement. These groups bring together leadership, client experience, account management and delivery teams to ensure insights translate into meaningful action.
This marks the first step in an ongoing programme, and we will share further progress, updates and client experience roadmaps as Pulse evolves.
Pulse Is a Shared Commitment
Going beyond expectations is not something one side delivers and the other receives. It is built through dialogue, adjustment and trust.
Pulse formalises that dialogue. Not to score ourselves, but to improve meaningfully over time.
Take Part in the Next Pulse Cycle
Cisilion Pulse will continue on a quarterly basis. The next Pulse survey will launch in March, and we encourage all invited clients to take a few minutes to share their perspective.
Each response helps shape our priorities and how we work together. Client experience improves fastest when listening is consistent, honest and acted on – and Pulse is how we are committing to that.