Evidence of impact
Results people can check.
Awards are helpful, but numbers matter too. This is the evidence behind Clare's work: recognition, lower churn, high customer satisfaction, and clearer reporting.
Talk through the evidence
Clear enough for leaders, practical enough for the people doing the work.
SDI 2026 evidence
Recognition and numbers
The work has to show up somewhere.
SDI MSP Service Desk of the Year 2026
Award recognition connected to Clare's customer experience and service improvement work.
Service Transformation shortlist
Shortlisting for work focused on changing how service runs, not just how it is described.
Churn reduced from 14% to 3.7%
Retention improved when customer risk became easier to spot and easier to act on.
97% CSAT
Customer satisfaction used as a real signal for where service was working and where it needed attention.
What the proof means
Evidence only matters when people can use it.
Clare's work connects recognition, customer feedback, retention, and service reporting. The value is not a bigger dashboard. It is knowing what changed and where to focus next.
Award evidence.
The SDI recognition supports the quality of the service improvement and customer experience work, including the transformation thinking behind it.
Retention evidence.
Reducing churn from 14% to 3.7% points to a service rhythm where customer risk was easier to see and easier to act on.
Experience evidence.
97% CSAT matters because it shows customers were not only being served, but feeling better about the service they received.
Leadership evidence.
Good reporting helps leaders decide where to invest, what to stop, and which service issues are costing more than they appear.
Recognised work
Proof should make the story easier to trust.
The SDI recognition, retention improvement, and customer satisfaction results all point to the same thing: service work becomes stronger when it is visible, measured, and acted on.
Reading the evidence
What these results show.
Why include award recognition?
Because external recognition gives useful context. It shows that the work was visible beyond the organisation, while the numbers show how that work translated into service outcomes.
Why does churn matter for service?
Customers often leave after a build-up of small frustrations. Better service signals help teams act before those frustrations become a decision to leave.
Why does CSAT still matter?
It is not perfect, but it helps when it is treated as one signal among many. The most useful part is understanding what sat behind the score.
What makes evidence credible?
It has to be specific, easy to explain, and connected to decisions. If people cannot see what changed, the evidence is not doing enough work.