How We Measure What We Publish
At Milnsbridge Managed IT Services, we believe in transparency. The performance metrics we publish - average response time, first-call resolution rate, and Google rating - are drawn from real operational data, not marketing estimates.
Average Response Time (<13 minutes): Calculated from our PSA (Professional Services Automation) system across all priority levels during business hours. This measures time from ticket creation to first technician response.
First-Call Resolution (87%): Percentage of support tickets resolved during the initial interaction without escalation or callback. Measured across the previous 12 months from our service desk reporting.
Google Rating (4.9★): Our live Google Business Profile rating, publicly verifiable. We encourage all clients to leave honest reviews.
We review these metrics monthly and update published figures quarterly. If a metric changes significantly, we update it promptly.
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WHY MILNSBRIDGE
Trusted by Sydney Businesses Since 2002
24+
Years managing IT for Sydney businesses
<13min
Average response time
87%
First-call resolution rate
4.9
Google rating from real clients
Questions About Our Metrics?
We're happy to walk through our methodology and data sources.
