Monthly statistics

April 2024

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

36 calls taken ⬆️ 3%

Total monthly calls

1,830

83 calls per day  ⬇️ 3%

Average ring time

26 seconds

To talk to a technician

Ease of getting help

100% very easy

29 very easy, 3 easy, 0 It’s okay/difficult/very difficult

Closed ticket survey draw winner

James  Business 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. 98% YTD

32 gave a rating of 4 or 5 out of 5

Happiness icon

94% would recommend us

83% last month

Which means we are rated Excellent

Closed ticket survey feedback

Morgan Bewes, Support Technician

Morgan

Morgan was most helpful in arranging remote access for our employee.

Paul Drew, Cloud infrastructure engineer

Paul

Many thanks Paul for your prompt attention and updating the issue with opening images.

Sam Hallet, Support Technician

Sam

Always save my day. Everyone is friendly and polite.

Jack Hallowes, Technical Support

Jack

Always helpful, calm and useful.

8 team members mentioned, 18 positive comments

Top five-star rated team member

Paul Drew, Cloud infrastructure engineer

Paul

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

Last month 0 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.