Here it is, July’s Customer Satisfaction and Customer Support Centre stats.

This month the Overall Customer Service rating is 54.5% compared to 63% from last month. This score counts customers who indicated that they were either “Very” or “Extremely” satisfied. This result is from the survey that was conducted in June, and may have been influenced by a number of factors including the floods and the spam issue.

The recent floods which affected much of Yorkshire caused a significant increase in broadband faults and contacts to our support centre. BT declared the situation as a matter beyond their reasonable control which resulted in some faults taking longer to resolve than normal

Extra calls to our support centre as a result of a general increase in spam has caused the Call Answer Rate to slip slightly over the last month, as well as the “First Time Fix” measure. Unfortunately, due to the nature of unsolicited email, First-Time-Fix is not generally possible so we expected this to slip slightly. We are continuing to work hard on the issue of spam with a series of initiatives going forwards. We are keeping customers informed with regular updates as to what we’re doing right here on the Community Site.

Ofcom complaints for this month are at 15. We expect it to level off at around 10 - 15 per month.

Looking at the bigger picture we’re now in a much better position than this time last year. Our recent award from uSwitch is testament to the continued hard work and customer focus of all PlusNetters.

Click here to download the Presentation in full

You can view last week’s Top CSC Issues on the CSC Blog.

Liam Martin
PlusNet Comms Team

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This entry was posted by Liam on Tuesday, July 24th, 2007 at 9:00 am and is tagged with Customer Survey and is posted in the category Customer Services, PlusNet News. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.