Why UsStandards & Achievements
Cisco Customer Kings
In March 2010 Backup Direct were named 'Customer Kings' in the annual, Cisco-sponsored Customer Kings awards. The award is given to UK small to medium sized companies who provide exceptional levels of and dedication to customer service.
The judges included: Simon Nixon, founder of online price comparison site moneysupermarket.com and SimonSeeks.com; Real Business’ Charles Orton-Jones; Tricia Philips, business, careers and finance editor of The Daily Mirror; and Cisco’s own David Critchley, Director of UK SME and Commercial Division.
For a full list of all Customer Kings 2010 and those entries that were highly commended, download the Real Business magazine supplement.
Investors in People
Investors in People status is an award given to companies that integrate the use of their people into overall business strategy. It is a tailored assessment process designed to support organisations in planning, implementing and evaluating effective growth strategies.
To achieve Investors in People standard, companies have to show evidence of matching requirements in areas such as Business Strategy, Learning and Development Strategy, People Management Strategy and Involvement and Empowerment.
In November 2009, Backup Direct was recognised as an Investor in People.
Beacon Status
Beacon status is an award given to companies who demonstrate outstanding achievement across a range of criteria, including improvements in productivity and performance, profitability, work culture and innovation. Beacon Companies are identified as the South West region’s top performing businesses.
Beacon South West is a key business initiative of the South West of England Regional Development Agency (SWRDA); it acknowledges and brings together companies with a proven track record of success, from a diverse range of industries, to showcase good practice, share ideas and exchange experiences.
Net Promoter Score
Net Promoter Score (NPS) is a measure of how well a company and its employees treat customers. Developed by Bain & Company, Satmetrix and Fred Reichheld, NPS is widely accepted as a simple measure of customer advocacy and likelihood to refer friends or colleagues.
Backup Direct has been measuring its own NPS score for the past three years and has put in place changes to business processes, products and service levels in direct response to the feedback received.
Today, we have an NPS score of over 50%, which compares well with a UK industry average of just 7%.
Our goal is to reach the heady heights of 70% over the coming years, by continuing to listen and respond to customer feedback.
As a customer of Backup Direct, you will receive regular requests for feedback; and we will always respond to you with our resulting actions.
In other words, tell us what you like and what you don’t like; and we'll take the appropriate action.
Net Promoter® is a registered trade mark of Bain & Company, Satmetrix and Fred Reichheld.
ITIL v3
ITIL® is a comprehensive set of best practices for IT Service Management.
The ethos behind ITIL is the recognition that organisations are increasingly dependent on IT in order to meet business needs. This leads to an increased requirement for high quality IT services.
Used around the world by companies such as Microsoft, IBM, Hewlett Packard and the Ministry of Defence, ITIL is a route to ensuring quality and efficiency in the world of IT.
Version 3 of ITIL is the latest incarnation which seeks to place more focus on innovation and being best-in-class.
Backup Direct business processes are increasingly compliant with those described by ITILv3 and individuals are systematically certified as ITIL professionals. These act as the foundation of our drive to achieve high level IT certification such as ISO 20000 (IT Service Management).
ITIL® is a registered trademark of the Office of Government Commerce.
Institute of Customer Service - ServiceMark
ServiceMark is an organisational accreditation which uses a combination of self-diagnosis, customer satisfaction measurement and independent assessment.
The ICS assessor stated:
"All the directors / line managers and staff interviewed and observed were found to be helpful, friendly, very professional and keen for the company to achieve a world class customer service, to achieve the ICS ServiceMark and to maintain their strong focus and culture of continuous improvement. It was impressive to see the improvements and results already achieved and the commitment to work harder to develop an outstanding customer experience."
Backup Direct was strongly recommended to the ICS board as an extremely worthy award recipient of the ICS Service Mark SME.Backup Direct achieved ServiceMark accreditation late 2010.
MSPAlliance
The MSPAlliance is the oldest Managed Services group in the world and the only Accrediting and Standards based body for the Managed Services Industry. With over 8,000 members world-wide, the MSPAlliance is a very powerful and influential global organization, working to promote the managed services industry to the business consumer.
MSPAlliance member companies are able to achieve Green IT Certifications, Disaster Recovery Certifications, and ultimately achieve MSPAlliance Accredited Provider Status.Backup Direct has been an MSPAlliance group member since early 2008.
