Monthly statistics

June 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

Thur 10 am

28 calls taken ⬇️ 18%

Total monthly calls

2,013

92 calls per day  ⬆️ 8%

Average ring time

26 seconds

To talk to a technician

Ease of getting help

100% very easy

23 very easy, 1 easy, 0 It’s okay/difficult/very difficult

Closed ticket survey draw winner

Helen  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

24 gave a rating of 4 or 5 out of 5

Happiness icon

92% would recommend us

96% last month

Which means we are rated Excellent

Closed ticket survey feedback

Sam Hallet, Support Technician

Sam

Excellent work. Straightforward, hassle-free.

Tom Goodby Support Technician

Tom

Tom Goodby was great as usual!

James Farr, Support Technician

James

I tend to raise a lot with ITC and never really find time to give feedback, but I must say I was especially impressed with the level of communication on this one, so felt like I needed to tell you :

Tom Hicks, Service Desk Manager

Tom

Thank you a helpful and quick response.

7 team members mentioned, 7 positive comments

Top five-star rated team member

Tom Goodby, Support Technician

Tom

Gained 3 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 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.