Monthly statistics

April 2025

Each month, we measure what matters most — your experience with our support team.

Delivering five-star IT support isn’t just our goal – it’s our standard. With a friendly, knowledgeable team, we’re here to resolve your IT issues, big or small, every time.

Monthly CX stats

Busiest day and time

Tue 9 am

27 calls taken ⬇️ 7%

Total monthly calls

1,769

84 calls per day  ⬇️ 6%

Average ring time

20 seconds

To talk to a technician

Ease of getting help

100% very easy

21 very easy, 0 easy

Closed ticket survey draw winner

Yvonne  Aged Care 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

91% would recommend us

90% last month

Which means we are rated Excellent

Closed ticket survey feedback

Jayden Williams, Support Technician

Jayden

I needed some new student accounts set up for forthcoming courses. This was completed very quickly.

Tom Goodby Support Technician

Tom

Tom G called to follow up to ensure I hadn’t clicked anything malicious, providing 5* service as always. I’m always glad when my ticket gets assigned to Tom as I know what level of service to expect.

Sam Hallet, Support Technician

Sam H

Sam was brilliant and restored my missing Sharepoint files in minutes. What a relief! Thank you.

Paul Drew, Cloud infrastructure engineer

Paul

Paul knows his way round Sage and explains what he is doing and why he is doing it. A very competent member of the team.

9 team members mentioned, 19 positive comments

Top five-star rated team member

Sam Hallet, Support Technician

Sam

Gained 5 mentions over this month for the help he gave our clients when they called or emailed in with an issue.

Last month 4 mentions, Avg 4 mentions a month

Every month, we work hard to resolve your IT issues quickly and with a friendly touch. Your feedback and satisfaction scores help us keep our service five-star worthy.