Customer Service Performance

VoicePlus believes customer service should be demonstrated through measurable performance, not simply claimed. This page reports what our customers actually tell us — the question we asked, the period it covers, and the number of people who answered. Every figure is drawn from customer surveys conducted between 1 July 2021 and 30 June 2026.

Across five financial years, VoicePlus recorded a Net Promoter Score of 81 from 352 responses. Across three financial years of ordering-experience surveys, 93.8% of 3,649 respondents agreed our order process is simple and painless. VoicePlus has measured its own customer experience since 1 July 2021 — the first financial year it operated as an independent managed services provider.

In This Guide

• Net Promoter Score — Five-Year Performance
• NPS by Financial Year
• Ordering Experience — Is It Simple and Painless?
• Ordering Satisfaction by Financial Year
• What Sits Behind the Numbers
• How We Measure — Method and Transparency
• How Feedback Becomes Improvement
• Frequently Asked Questions
• Why This Matters When Choosing VoicePlus

Net Promoter Score — Five-Year Performance

Net Promoter Score (NPS) asks customers one question: "How likely is it that you would recommend VoicePlus to a friend or colleague?" Responses are scored from 0 to 10, and the NPS is calculated as the percentage of promoters (9–10) minus the percentage of detractors (0–6). The scale runs from −100 to +100.

Across five financial years and 352 responses, VoicePlus recorded a Net Promoter Score of 81. The result reflects the following:

• Five-year NPS of 81 — calculated across all 352 responses for the period 1 July 2021 to 30 June 2026, not as an average of the annual scores.
• 292 promoters — 83% of all respondents rated VoicePlus 9 or 10 out of 10.
• 8 detractors in five years — just 2.3% of all responses across the entire period.
• Consistently above the global benchmark — every financial year sat well above the SurveyMonkey global benchmark of 52, drawn from 62,458 organisations. In FY2024, FY2025 and FY2026, VoicePlus placed in the top 25% of organisations benchmarked.

Global benchmark: 52

NPS by Financial Year

VoicePlus publishes the full year-by-year result, including the response count for each period, so the figures can be read in context. Financial years run 1 July to 30 June.

Ordering Experience — Is It Simple and Painless?

Every order placed through the VoicePlus Atrium portal invites the customer to rate the statement "The VoicePlus order process is simple and painless," on a scale of 1 (strongly disagree) to 5 (strongly agree). This is a transactional measure captured at the point of ordering, and it runs at far higher volume than the annual NPS relationship survey.

Across three financial years and 3,649 ratings, the results were:

• 93.8% agreed or strongly agreed — 3,422 of 3,649 respondents rated the order process 4 or 5.
• 74% strongly agreed — a rating of 5 was the single largest response in every year.
• Mean rating of 4.65 out of 5 — improving each year, from 4.62 in FY2024 to 4.69 in FY2026.
• Only 1.6% disagreed — 59 of 3,649 respondents across three years rated the process 1 or 2.

Ordering Satisfaction by Financial Year

As with our NPS reporting, VoicePlus publishes the full distribution of responses — including neutral and negative ratings — rather than a single headline figure.

Agreement rose each year: 92.0% in FY2024, 94.3% in FY2025, and 94.9% in FY2026.

What Sits Behind the Numbers

Consistent results come from consistent practice. Four standards shape how VoicePlus delivers managed services day to day:

• Our people — VoicePlus invests in capability so customers deal with people who know their environment. Team members complete around 100 hours of professional development a year, and technical staff around 200 hours, keeping skills current across a fast-moving technology landscape.
• Our customers — long-term relationships with enterprise customers are the measure that matters most. VoicePlus stays close through regular service governance and acts on what it hears.
• Quality — service delivery is unified through the Atrium platform, developed over more than a decade, giving customers and delivery teams a single, consistent view of orders, assets and service activity.
• Security — VoicePlus is certified to ISO/IEC 27001:2022. Information security is managed as an ongoing discipline, not a one-off audit — the same rigour VoicePlus brings to measuring service.

How We Measure — Method and Transparency

The credibility of these numbers depends on how they are collected. VoicePlus is deliberate about method, and transparent where the data has limits:

• The NPS question — "How likely is it that you would recommend VoicePlus to a friend or colleague?", scored 0–10. NPS equals the percentage of promoters (9–10) minus the percentage of detractors (0–6).
• The ordering question — "The VoicePlus order process is simple and painless," rated 1–5, presented at the point of ordering in the Atrium portal.
• No cherry-picking — survey invitations are sent as part of ordinary service communications. VoicePlus does not hand-pick who is asked, and does not select favourable responses for publication.
• Every response counts — VoicePlus reports all responses received in each period, including neutral and negative ones, with the response count shown alongside every score.
• An honest baseline — reporting begins 1 July 2021, the first full financial year VoicePlus operated as an independent managed services provider, providing a consistent baseline for its current operating model.
• Its limits, stated — survey scores reflect those who chose to respond, and annual NPS samples are smaller than the ordering dataset. VoicePlus publishes response counts so results can be read in context.

How Feedback Becomes Improvement

Measurement only matters if it drives action. VoicePlus operates a continuous improvement loop: Listen, Measure, Review, Act, and Validate.

Frequently Asked Questions

What is VoicePlus's Net Promoter Score?

VoicePlus recorded a Net Promoter Score of 81 across 352 responses for the period 1 July 2021 to 30 June 2026. Of those responses, 292 were promoters, 52 were passives and 8 were detractors.

How does VoicePlus's NPS compare to the industry?

Every financial year, VoicePlus scored well above the SurveyMonkey global benchmark of 52 (drawn from 62,458 organisations). In FY2024, FY2025 and FY2026, VoicePlus placed in the top 25% of organisations benchmarked.

How does VoicePlus measure customer satisfaction?

VoicePlus uses two measures: a Net Promoter Score survey asking how likely customers are to recommend VoicePlus, and an ordering-experience survey presented at the point of ordering in the Atrium portal, asking customers to rate whether the order process is simple and painless. Survey invitations are sent as part of ordinary service communications — VoicePlus does not hand-pick respondents or select favourable responses.

How satisfied are customers with the ordering process?

Across three financial years and 3,649 ratings, 93.8% of customers agreed or strongly agreed that the VoicePlus order process is simple and painless, for a mean rating of 4.65 out of 5. Agreement improved each year, from 92.0% in FY2024 to 94.9% in FY2026.

How does VoicePlus act on customer feedback?

Every customer experience survey and Online Portal survey response creates a ticket in the VoicePlus system. The Customer & Delivery team leader reviews all feedback and implements improvements where required. Each month, the leadership team meets to review roadblocks to delivery, with items raised, documented and prioritised.

Why does the reporting period start on 1 July 2021?

1 July 2021 was the start of the first financial year in which VoicePlus operated as an independent managed services provider. Reporting from this date gives a consistent baseline that measures VoicePlus's own customer experience under its current operating model.

Is VoicePlus certified for information security?

Yes. VoicePlus is certified to ISO/IEC 27001:2022 and manages information security as an ongoing discipline rather than a one-off audit.

Why This Matters When Choosing VoicePlus

Australian and New Zealand enterprises selecting a managed services provider expect evidence, not adjectives. VoicePlus publishes its customer service performance openly so it can be assessed on the record:

• Verifiable performance — a five-year NPS of 81 from 352 responses, and 93.8% ordering satisfaction from 3,649 ratings, each reported with its question, period and response count.
• Transparent method — survey invitations ride on ordinary service communications, and all responses are reported, including neutral and negative ones.
• Acted upon, not just measured — every response creates a ticket, is reviewed by the Customer & Delivery team leader, and feeds a monthly leadership review of delivery.
• ISO/IEC 27001:2022 certified — the same discipline applied to information security is applied to measuring and improving service.

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