Our secret to happy customers: An inside look at our April customer satisfaction statistics

TLDR

IT Champion's April 2023 IT support stats: 1,628 calls handled with a 36-second average ring time. 100% customer satisfaction and 95% rated help ‘very easy,’ while 86% strongly recommend IT Champion.

Monthly statistics

April 2023

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

30 calls taken 🔽 14%

Total monthly calls

1,628

60 calls per day  🔼 15%

Average ring time

36 seconds

To talk to a technician

Ease of getting help

95% very easy

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

Closed ticket survey draw winner

Andy  health and care client

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

Closed ticket survey CSAT and NPS

96% satisfied with our service

Avg. 98% YTD

21 gave a rating of 4 or 5 out of 5

Happiness icon

86% would recommend us

95% last month

Which means we are rated as Excellent

Closed ticket survey feedback

James Farr, Support Technician

James

Great, quick and efficient.

Scott

Scott

Very helpful.

Charlie Farr, Support Technician

Charlie

Very helpful, quick and efficient. No hassle at all 🙂

Tom Goodby Support Technician

Tom G

Always, friendly and so helpful – great team!

5 team members mentioned, 8 positive comments

Top five-star rated team member

James Farr, Support Technician

James

Gained 2 mentions over this month for the help he gave our clients when they called or emailed in with an issue.

Last month 3 mentions, Avg 3 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: May 8, 2023|Categories: CX Stats, IT Support, Meet the team, News, Team|

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