September 2024 Customer Satisfaction Stats

TLDR

IT Champion's September 2024 IT support stats: 1,812 calls handled with a 26-second average ring time. 100% customer satisfaction and 94% rated help ‘very easy,’ while 91% strongly recommend IT Champion. Positive feedback included 17 comments across eight team members—showcasing consistent service excellence and client trust.

Monthly statistics

September 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

Mon 10 am

33 calls taken ⬇️ 21%

Total monthly calls

2,205

105 calls per day  ⬆️ 49%

Average ring time

51 seconds

To talk to a technician

Ease of getting help

98% very easy

40 very easy, 2 easy, 1 It’s okay/difficult/very difficult

Closed ticket survey draw winner

Charlotte  Charity client

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

Closed ticket survey CSAT and NPS

98% satisfied with our service

Avg. 99% YTD

42 gave a rating of 4 or 5 out of 5

Happiness icon

91% would recommend us

99% last month

Which means we are rated Excellent

Closed ticket survey feedback

Tom Goodby, Support Technician

Tom

5* service as usual

Sam Hallet, Support Technician

Sam

Thanks Sam, helpful as always!

Lucas Warsop, Support Technician

Lucas

Lucas was very helpful. Learnt some things also whilst he helped me.

Benjamin Smith, Support Technician

Ben

Always very helpful, polite and quick to identify and fix the issue.

7 team members mentioned, 14 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 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.

About the Author

IT Champion

We provide organisations, of all shapes and sizes, with lightning-fast, people-focused managed IT support and expertise.

Published On: October 5, 2024|Categories: CX Stats, IT Support, Meet the team, News, Team|

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