Your peace of mind is important to us, which is why we do our best to guarantee quality control and customer satisfaction by resolving your issues as quickly and effectively as possible.
To demonstrate our commitment to the best management standards, we regularly participate in internal and external audits using one of the world’s largest accredited third-party certification bodies, AFNOR.
We also use a quality-controlled approach for operating, monitoring and improving the IT Service Management Systems, all in compliance with the ISO/IEC 20000-1:2018 standard.
Aligned with our Quality management system, we use ITIL (Information Technology Infrastructure Library) to optimise our IT Service Management System. Furthermore, Marlink uses a quality-controlled approach for operating, monitoring and improving the IT Service Management System in compliance with the ISO/IEC 20000-1:2018 standard.
This ultimately enables us to streamline our global support, to achieve faster and better issue resolution for customers.
The Customer Operations team continuously measures customer satisfaction to further improve, measuring our Net Promotor Score (NPS) and Customer Effort Score (CES). After every case is closed, we invite our customers to tell us how we did. Embedded in our processes is the evaluation of these results and continual improvement actions.
Hear what some of our customers had to say.