Monthly statistics

May 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

Tue 9 am

34 calls taken ⬇️ 6%

Total monthly calls

1,860

85 calls per day  ⬆️ 2%

Average ring time

25 seconds

To talk to a technician

Ease of getting help

100% very easy

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

Closed ticket survey draw winner

Sharon  Financial Management 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

23 gave a rating of 4 or 5 out of 5

Happiness icon

96% would recommend us

93% last month

Which means we are rated Excellent

Closed ticket survey feedback

Sam Hallet, Support Technician

Sam

Very quick to to respond to my initial email.

Jack Hallowes, Technical Support

Jack

Jack was so helpful and soon had Sage updated.

James Farr, Support Technician

James

James was very helpful.

Tom Goodby, Support Technician

Tom

Just a big thank you, all of your staff I have ever dealt with have been so very helpful and courteous and the problem always got sorted.

8 team members mentioned, 9 positive comments

Top five-star rated team member

Tom Goodby, Support Technician

Paul

Gained 4 mentions over this month for the help he gave our clients when they called or emailed in with an issue.

Last month 1 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.