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

TLDR

IT Champion's March 2023 IT support stats: 1,164 calls handled with a 35-second average ring time. 100% customer satisfaction and 93% rated help ‘very easy,’ while 95% strongly recommend IT Champion.

Monthly statistics

March 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

Mon  10 am

35 calls taken ↔️ 0%

Total monthly calls

1,164

51 calls per day  🔼 4%

Average ring time

35 seconds

To talk to a technician

Ease of getting help

93% very easy

37 very easy, 3 easy, 0 It’s okay/difficult/very difficult

Closed ticket survey draw winner

Craig  construction 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. 98.7% YTD

40 gave a rating of 4 or 5 out of 5

Happiness icon

95% would recommend us

100% last month

Rated Excellent: 38 promoters, 0 detractors

Closed ticket survey feedback

James Farr, Support Technician

James

Very helpful and quick in fixing my issue.

Scott

Scott

Scott was very helpful, patient and very knowledgeable. Also friendly with a good sense of humour!

Sam Hallet, Support Technician

Sam H

Sam was very well trained in the issue, very friendly and easily able to keep the conversation fluid and doing the job efficiently.

Tom Goodby Support Technician

Tom G

Fab service, so fast. Tom even handled that my webpage was in Swedish i.e gibberish. 5/5 stars thank you.

10 team members mentioned, 16 positive comments

Top five-star rated team member

Scott Perryman, Support Technician

Scott

Gained 3 mentions over this month for the help he gave our clients when they called or emailed in with an issue.

Last month 5 mentions, Avg 4 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: April 9, 2023|Categories: CX Stats, IT Support, Meet the team, News, Team|

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