Monthly statistics

November 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  10 am

28 calls taken ⬆️ 7%

Total monthly calls

1,992

90 calls per day  ⬆️ 3%

Average ring time

35 seconds

To talk to a technician

Ease of getting help

91% very easy

42 very easy, 3 easy, 5 It’s okay/difficult/very difficult

Closed ticket survey draw winner

Will  marketing and sales 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

45 gave a rating of 4 or 5 out of 5

Happiness icon

80% would recommend us

92% last month

Which means we are rated Excellent

Closed ticket survey feedback

Callum Mitchell, Support Technician

Callum

Callum attended promptly to the request of our auction software provider and updated the programme satisfactory.

Scott

Scott

Prompt as always in replying to my request and updating Sage Payroll. Thank you.

Jake Fox, Support Technician

Jake

Was awesome.

Sam Hallet, Support Technician

Sam

It’s highly appreciated and it’s as pain-free as any IT problems can be.

10 team members mentioned, 22 positive comments

Top five-star rated team member

Callum Mitchell, Support Technician

Callum

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.