North Wales-based managed IT provider Layer 4 recognised for its customer-centred culture and commitment to making business technology feel personal.
Layer 4 has been named a finalist in three categories at the inaugural North Wales, Chester & Wirral Customer Experience Awards.
The managed IT, cloud, cybersecurity and communications provider has been shortlisted for:
- Best Customer-Centred Culture
- Best B2B Customer Experience
- Best Small Business Customer Experience
The three nominations recognise Layer 4’s commitment to delivering responsive, personal support while helping organisations across the UK, Ireland and Europe use technology securely and effectively.
Founded with the belief that customers should never feel like “just another ticket”, Layer 4 has built its service around people who genuinely care about the businesses they support. Its directors work alongside the wider team in an open-plan environment and remain closely involved in customers’ day-to-day experiences.
This approach has helped Layer 4 achieve a rolling 12-month Net Promoter Score of 84, maintain 100% customer retention since the business was established and earn over 40 five-star Google reviews.
Layer 4 Managing Director Mark Hill said: “To be shortlisted in three categories at the first North Wales, Chester & Wirral Customer Experience Awards is something the whole team can be proud of.
Layer 4 was created because we believed business technology support could be more personal. When a customer contacts us, there is a business, an employee or an important service behind that request. Understanding that wider impact shapes how we respond.
Technology has changed considerably since we started, but our priority has remained the same: to be reliable, approachable and genuinely invested in helping our customers succeed. These nominations recognise the care and hard work our team puts into delivering that experience every day.”
Layer 4 currently provides managed IT support, cloud services, Microsoft 365, cybersecurity, connectivity, phone systems and business mobile solutions. More than a quarter of its customers have expanded the range of services they receive from the company, reflecting the long-term relationships and trust developed between the team and the organisations it supports.
The business has also grown its workforce by 30% over the past year and expanded into Ireland with the opening of its Dublin operation in February 2026. Alongside Dublin, Layer 4 has offices in Glasgow, Flint, Liverpool and London serving customers throughout the UK, Ireland and Europe.
As the business grows, it is also investing in technology to strengthen the customer experience. This includes the use of AI to support ticket triage and improve consistency, while retaining direct access to knowledgeable engineers and the friendly, human service on which Layer 4 has built its reputation.
Mark added: “AI and automation can help us work more intelligently, but they should enhance the customer relationship rather than replace it. Our customers value being able to speak to people who understand their business, take ownership and care about getting the right outcome. That will remain central to how Layer 4 works.”
The inaugural North Wales, Chester & Wirral Customer Experience Awards received more than 40 applications from businesses across the region. Finalists have been selected across eight categories celebrating organisations that put customers at the heart of their operations.
The winners will be announced at an awards ceremony in the Assembly Room at Chester Town Hall on 23 October 2026.
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