Monthly statistics

January 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  10 am

32 calls taken ⬆️ 60%

Total monthly calls

2,322

106 calls per day  ⬆️ 67%

Average ring time

33 seconds

To talk to a technician

Ease of getting help

100% very easy

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

Closed ticket survey draw winner

Stephen  Finance 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. 100% YTD

32 gave a rating of 4 or 5 out of 5

Happiness icon

94% would recommend us

76% last month

Which means we are rated Excellent

Closed ticket survey feedback

Callum Mitchell, Support Technician

Callum

Callum was prompt in replying to my request to update Sage payroll and update was soon processed. Thank you.

Scott

Scott

Superb service.

Jake Fox, Support Technician

Jake

Thanks for your support!

Tom Goodby Support Technician

Tom

Tom was very friendly, kind and helpful – dealt with my query efficiently.

5 team members mentioned, 10 positive comments

Top five-star rated team member

Tom Goodby Support Technician

Tom

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

Last month 2 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.