Our customer experience is Australia’s best,
measured by our live NPS score of +96.
We let our customers hold us accountable. Every day. Measured on our Net Promoter Score (NPS).
How we do it
Its all about technology and people.
We earned Australia’s best customer experience through total NPS commitment. We ask our customers one question: “How likely is it that you would recommend our company to a friend or colleague?”
NPS scores range from -100 to +100. Our industry clusters in the middle at around zero. We decided that wasn’t good enough.
We’re different. When we set out to be the best, we changed everything.
We rebuilt our systems and processes. We changed our hiring profile. We restructured bonuses around NPS performance. We empowered our people and committed to independent CX Maritz auditing.
The result?
In an industry known for seriously bad service, we’ve done the opposite. And our live NPS score of +96 proves it.
Industry-leading NPS
Australia’s leading customer satisfaction
Customer experience
Customer Magic.
The Macquarie Way.
New York Times bestselling author Joseph A. Michelli wrote a book about how we deliver transformative customer experiences. It’s independent proof that we’re serious about making your experience exceptional. Every day.
Our customer service model is built on three pillars. Delivered by local experts who own the outcome.
- Urgency. Our Hosting Management Centre runs 24×7. When something needs attention, we move fast and escalate early.
- Intimacy. A dedicated local Australian team who knows your environment. Senior engineers and best-practice deployment tailored to you.
- Specialist Knowledge. Our architecture and engineering specialists rank among the best in the nation, with the credentials to prove it.
Customer Service Model
Customer Service is personal for us.
We deliver Australia’s best customer experience, backed by a live Net Promoter Score (NPS) consistently above +96. It keeps our teams engaged and accountable to real outcomes and measurable service excellence, resulting in us being named the #1 Great Place to work for 2025 and 2024.
Our customer service model is built on three pillars. Urgency. Intimacy. Specialist knowledge. Every pillar is delivered by Australian-based experts who take full ownership of outcomes. We never stop at tier 1 or tier 2. We go all the way to resolution.
Urgency
Our Hosting Management Centre (HMC) provides 24×7 monitoring and response. Tier 1 and tier 2 engineers identify, act and escalate with speed. Customers experience fast decisions and direct access to the people who can fix issues.
Intimacy
Our customer-aligned delivery and assurance team brings together tier 3 solution engineers and dedicated service delivery managers. You get best-practice platform deployment and ongoing operations. Everything is tailored to your environment, your priorities and your way of working.
Specialist knowledge
As an Azure Expert MSP and the largest private cloud provider in Australia, our architecture and engineering specialists rank among the best in the nation. Customers rely on deep platform expertise, proven designs and secure, highly available cloud environments.
“Macquarie Cloud Services has helped us expand and scale up our offering without having to invest in-house resources in cloud infrastructure management.”
Mark Farrell
Head of Security and Compliance, Virtual IT Group
“Having a trusted partner like Macquarie Cloud Services who are so responsive and available is an absolutely vital tool for any team wanting to remain in control of their security.”
Peter Bouhalis
CIO, St John Ambulance NSW
“We’ve been able to draw on the vast operational experience Macquarie Cloud Services has gained from securing other organisations. Right from the time we were onboarded, we’ve seen real-time alerts and captures of real events within five minutes. ”
Chris Hunter
Cyber Security & Infrastructure Specialist, Child and Family Services, Ballarat Inc
Contact us
Talk to an expert.
Let’s talk about where you are and what better looks like for your business.
- 1800 004 943
- Level 15, 2 Market Street Sydney, NSW, Australia