How great employee experience powers great customer experience
We’ve always believed that how we treat our people shows up in how we serve our customers. And while this ethos gives us a competitive edge, it’s simply an intrinsic part of our culture, and one of the reasons we’re proud to be a finalist in the 2025 Best Places to Work awards.
We embed our values and culture into how we work everyday, making them part of how we operate, not something that we just talk about. That foundation of purpose, trust and flexibility helps us attract and retain a high-performing team that is committed to providing great support to our customers.
A team that feels good, does good
We know that happy, engaged people do better work, and the data backs it up. Our customer satisfaction (CSAT) scores regularly sit above 90%, and in June 2025 we hit 100%.
When we dig into those results, it’s easy to see the link between the team members who feel supported and the standard of the service they deliver.
We see that those regularly recognised in customer feedback are employees who feel empowered to bring their full selves to work, and feel backed by a culture that prioritises purpose, flexibility and genuine connection.
Through monthly all-hands celebrations, daily check-ins and a clear performance framework with feedback, we make sure that every team member can see how their contribution matters.
Our people-first practices
Our people experience isn’t just about perks, it’s about practical support that builds resilience, wellbeing and loyalty.
We offer five weeks of annual leave, generous parental and personal leave policies, Clearhead/EAP access, flexible and remote work options, and additional KiwiSaver contributions. We encourage our team to take time off to reset when they need it, and we’ve seen how that positively influences productivity, morale and outcomes.
In a tough economic year, this approach has helped us retain talent, offer internal promotions and deliver over 20% revenue growth, all while expanding our customer base and diversifying into new areas like cybersecurity and AI.
Empowered people, excellent service
Our structure means people can step up and contribute across teams and projects, particularly when workloads increase. However, we’ve also been intentional about ensuring customers are always assisted by people who are familiar with their organisation, and that our team are empowered to provide direct support when needed.
From day one, we’ve focused on fostering an inclusive, transparent culture, whether it’s through co-creating team policies, supporting our people through fair pay, or rethinking traditional industry practices to better serve both our team and our customers.
For example, unlike many IT providers, we don’t measure success purely by rigid service level agreements (SLAs). While SLAs can incentivise speed, they often encourage a ‘ticket-closing’ mentality at the expense of real problem solving.
Instead, we empower our team to take the time they need to truly understand a customer’s issue, provide a thoughtful resolution and ensure the person feels heard and supported.
This approach not only leads to better long-term solutions for customers, it also fosters a more human, empathetic and rewarding environment for our team.
Being a great place to work is a core part of how we do business. When our people thrive, so do our customers. Whether or not we take home the final award in October (watch this space!), being recognised as one of the Best Places to Work is a testament to the culture we’ve built together. It’s a reflection of our commitment to supporting our people and creating an inclusive and transparent workplace. And that’s something worth celebrating!