Monthly statistics

February 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

Tue  9 am

33 calls taken ⬆️ 3%

Total monthly calls

1,967

89 calls per day  ⬇️ 15%

Average ring time

29 seconds

To talk to a technician

Ease of getting help

97% very easy

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

Closed ticket survey draw winner

Trevor  Charity 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. 97% YTD

28 gave a rating of 4 or 5 out of 5

Happiness icon

83% would recommend us

94% last month

Which means we are rated Excellent

Closed ticket survey feedback

Callum Mitchell, Support Technician

Callum

Highly recommend IT Champion with the promptness and the most friendly way of handling the calls.

Scott

Scott

Scott was most helpful as always in promptly attending to our request.

James Farr, support technician

James

James was brilliant this morning, setting my mind at rest after I stupidly clicked on something I shouldn’t have done – sorted out everything really quickly so thank you.

Tom Goodby Support Technician

Tom

Tom went straight to the cause of the issue and had it sorted in a couple of clicks.

7 team members mentioned, 10 positive comments

Top five-star rated team member

Scott Perryman, Support Technician

Scott

Gained 4 mentions over this month for the help he gave our clients when they called or emailed in with an issue.

Last month 4 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.