Monthly statistics

May 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

28 calls taken 🔽 7%

Total monthly calls

1,714

82 calls per day  ⬆️ 36.6%

Average ring time

38 seconds

To talk to a technician

Ease of getting help

100% very easy

19 very easy, 0 easy, 0 It’s okay/difficult/very difficult

Closed ticket survey draw winner

Peter  Health service 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. 99% YTD

19 gave a rating of 4 or 5 out of 5

Happiness icon

100% would recommend us

100% last month

Which means we are rated Excellent

Closed ticket survey feedback

James Farr, Support Technician

James

So quick to reply and always helpful.

Jake

Jake

Really appreciate the speed in which my issue was dealt with. A fast and friendly service.

Callum

Callum

A big thank you to Callum for his patience and determination to sort out my problem with email.

Tom Goodby Support Technician

Tom G

IT Champs are always brilliant and they never make you feel stupid or incompetent.

8 team members mentioned, 11 positive comments

Top five-star rated team member

Tom G

Tom G

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 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.