Every so often, it’s worth stepping back and listening carefully to what customers say when they’re given the chance to speak freely.

In our recent customer feedback survey, we asked a simple set of questions about service, reliability, support, and value for money. The responses were refreshingly consistent, and they tell us a great deal about what really matters to the people we look after day in, day out.

Personal service still matters

The most common theme running through the feedback was the importance of personal service. Customers repeatedly mentioned how much they value being able to speak to someone who knows them, understands their setup, and takes ownership of any issue.

There were several comments along the lines of “easy to contact”, “responsive”, and “friendly”, which reinforces what many businesses quietly say they want but struggle to find — a provider that is present, approachable, and accountable.

Reliability is expected, not a bonus

Customers quite rightly see reliable connectivity as a given. The majority rated our service reliability as excellent, with the remainder describing it as good.

What stood out was not just the reliability itself, but the reassurance that comes from knowing that if something does go wrong, it will be dealt with properly and without delay. That peace of mind is often as important as the connection speed.

Support that gets things sorted

A large number of respondents indicated they hadn’t needed support at all, which is usually a sign that systems are working as they should.

For those who had contacted us, the feedback was overwhelmingly positive. Support was described as straightforward, effective, and easy to access — without the frustration of call centres, ticket queues, or repeating the same explanation to multiple people.

Local knowledge and trust

Several customers specifically referenced the value of dealing with a local company they trust. Being nearby, understanding local infrastructure, and having an established relationship all make a tangible difference.

This kind of trust isn’t built overnight. It comes from consistency, familiarity, and doing what you say you will do — year after year.

Value beyond price

While price is always a consideration, customers were clear that value is about more than a monthly figure on an invoice. The ability to get help quickly, speak to a familiar voice, and have issues resolved efficiently all contribute to the sense that they are getting good value for money.

In short, customers recognise the difference between the cheapest option and the right one.

A quiet thank you

We’re grateful to everyone who took the time to complete the survey. The feedback confirms that focusing on reliability, personal service, and local accountability continues to be the right approach.

We’ll keep doing what we’ve always done — providing dependable connectivity, straightforward support, and a service that customers can rely on.

If you’d like to discuss your connectivity, review your current setup, or simply have a conversation about what might work better for your business or home, please don’t hesitate to get in touch.

Rod Walker
KIPCOM Limited (Kingston Technologies Group)
Tel: 01482 291292
Email: rod@ktgl.co.uk

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