Monthly statistics

August 2023

Our dedication to Customer Experience is measured each month. Our pursuit of five-star-rated IT support underwrites our fresh approach.

Always delivered by knowledgeable, friendly people – focused on fixing your IT issue, big or small.

Monthly CX stats

Busiest day and time

Wed  10 am

34 calls taken ⬆️ 17%

Total monthly calls

1,881

82 calls per day  ⬆️ 3.6%

Average ring time

29 seconds

To talk to a technician

Ease of getting help

86% very easy

30 very easy, 5 easy, 0 It’s okay/difficult/very difficult

Closed ticket survey draw winner

Kerrie  recruitment client

Won a £20 Amazon voucher for completing a closed ticket survey and entering the draw.

Closed ticket survey CSAT and NPS

97% satisfied with our service

Avg. 97% YTD

35 gave a rating of 4 or 5 out of 5

Happiness icon

89% would recommend us

97% last month

Rated Excellent: 38 promoters, 0 detractors

Closed ticket survey feedback

Tom Goodby Support Technician

Tom

As always, excellent customer support from the team.  Tom was particularly efficient and sorted without fuss – really appreciated.

Scott

Scott

Kind patient and swift to resolve issues.

Jake Fox, Support Technician

Jake

Jake was very helpful and fixed my problem as soon as possible.

Sam Hallet, Support Technician

Sam

Sam is great, helpful, informative and speedy.

7 team members mentioned, 14 positive comments

Top five-star rated team member

Tom Goodby Support Technician

Tom

Gained 4 mentions over this month for the help he gave our clients when they called or emailed in with an issue.

Last month 1 mentions, Avg 3 mentions a month

We work hard each month to resolve your issues quickly and in a friendly manner. Our customer satisfaction scores, along with other service measures helps us ensure we are delivering a five-star service.