Monthly statistics

October 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

26 calls taken ⬇️ 13%

Total monthly calls

1,940

88 calls per day  ⬇️ 9%

Average ring time

32 seconds

To talk to a technician

Ease of getting help

90% very easy

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

Closed ticket survey draw winner

Georgia  consultancy 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

21 gave a rating of 4 or 5 out of 5

Happiness icon

90% would recommend us

92% last month

Which means we are rated Excellent

Closed ticket survey feedback

James Farr

James

James took the time to fix multiple issues when my original ticket only raised one.

Scott

Scott

Scott has been so patient working around the staff’s working hours to get this project completed.

Tom Goodby Support Technician

Tom

Tom helped solve the problem straight away.

Sam Hallet, Support Technician

Sam

Dealt with quickly and easily, Sam is always easy to talk to and gets it sorted.

9 team members mentioned, 12 positive comments

Top five-star rated team member

Scott Perryman, support technician

Scott

Gained 2 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 2 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.