2nd October 2020
Customer Support Services
September 2020 update
September was another busy month for our customer support team. Here's what they’ve achieved and the fantastic feedback left by our customers.
Initial response time to tickets logged
71.9% within 10 minutes
12% between 10 and 20 minutes
6.7% between 20 and 30 minutes
6.2% between 30 minutes and 1 hour
2.8% between 1 and 2 hours
0.2% over 2 hours
Average customer satisfaction score
98% - The average of our four key areas of feedback:
99% initial response
99% technical knowledge
96% update frequency
97% closure feedback
Tickets opened vs closed
3,302 and 3,312 tickets closed.
"Fantastic support by walking the users through what they need to do to prevent this reoccurring – Sharing knowledge and supporting customers – Many thanks."
- Support Customer 01/09/2020
"Had a brilliant support experience with Joe. Extremely knowledgeable and explained the issue thoroughly. Stayed with me throughout to ensure the problem had been resolved and all was ok. Extremely impressed."
- Support Customer 02/09/2020
"Kathleen showed me how I could cycle through each supplier when making the changes saving me additional time. Very helpful. Thanks."
- Support Customer 04/09/2020
"Absolutely chuffed to bits all my questions and changes were done in just one morning, I was prepared for a lot of back and forth and it was really easy to explain what I needed to achieve and be understood."
- Support Customer 22/09/2020
Live service feedback
We share live customer feedback to demonstrate the quality of our technical support services. We’re invested in providing excellent service for the entire customer journey.
What our customers say about us
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