Monthly statistics

October 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

31 calls taken ⬇️ 6%

Total monthly calls

2,427

106 calls per day  ↔️ 0%

Average ring time

32 seconds

To talk to a technician

Ease of getting help

100% very easy

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

Closed ticket survey draw winner

David  Financial management client

Won a £20 Amazon voucher for completing a closed ticket survey and entering the draw.

Closed ticket survey CSAT and NPS

97% satisfied with our service

Avg. 99% YTD

31 gave a rating of 4 or 5 out of 5

Happiness icon

94% would recommend us

91% last month

Which means we are rated Excellent

Closed ticket survey feedback

Jake Fox, Support Technician

Jake

Exceptional help by Jake today, thanks Jake!

Sam Hallet, Support Technician

Sam

Very helpful and efficient.

Jack Hallowes, Technical Support

Jack

The team are always so helpful and friendly. Thanks.

James Farr, support technician

James

I’m so impressed by James’ knowledge and communication skills to share that knowledge 
with a new member of staff who is on a steep learning curve with MS – thank you!!

6 team members mentioned, 14 positive comments

Top five-star rated team member

Jake Fox, Support Technician

Jake

Gained 5 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.