Monthly statistics

September 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  9 am

30 calls taken ⬇️ 12%

Total monthly calls

2,036

97 calls per day  ⬆️ 19%

Average ring time

33 seconds

To talk to a technician

Ease of getting help

92% very easy

23 very easy, 2 easy, 0 It’s okay/difficult/very difficult

Closed ticket survey draw winner

Amanda  charity client

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

Closed ticket survey CSAT and NPS

100% satisfied with our service

Avg. 99% YTD

25 gave a rating of 4 or 5 out of 5

Happiness icon

92% would recommend us

97% last month

Which means we are rated Excellent

Closed ticket survey feedback

James Farr

James

IT champions are always extremely helpful and are quick to resolve any issues.

Scott

Scott

Always very helpful and walks you through the problem so it’s easy to understand.

Tom Goodby Support Technician

Tom

Tom Goodby is really amazing and helpful.

Sam Hallet, Support Technician

Sam

It was great to have someone sort out the issue who was friendly and efficient.

9 team members mentioned, 12 positive comments

Top five-star rated team member

James Farr, support technician

James

Gained 3 mentions over this month for the help he gave our clients when they called or emailed in with an issue.

Last month 2 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.