An estimation of total security posture improvement based on the starting state of clients as compared to their current state. Accounts for a combination of solution implementation, configuration, monitoring, attack surface reduction, vulnerability mitigation, and other measurables

Percentage of tickets resolved within 30 minutes that were never escalated

Percentage of positive responses to post-ticket surveys

Percentage of ECS clients who remained customers this year

Percentage of tickets created during business hours that were either emailed or called back within 15 minutes of submission

The median time to resolution for trouble tickets. Includes calls and emails to support - does not include projects, billing inquiries, or other ticket types

The median time for our service desk team to pick up the phone

The median time that tickets spend being worked on by the Desktop Support team - if you respond immediately and no procurement or vendor input is needed this is the median time for how long PCs should be worked on by our team when they need to be brought or sent in

How many tickets / alerts are waiting for work to start for more than an hour - typically low priority or maintenance tasks

Number of google reviews

The number of physical letters or gifts we've received as thanks for the work we do

The number of customers who have written a testimonial to be displayed on our website

Number of responses to post-ticket surveys within the last year