During each month we randomly a sample of customers who have called in to complete a survey on the quality of the support they have received. The feedback and results received help us to identify areas for improvement and training within the Customer Support Centre (CSC).

This month we sent out 4679 surveys and received nearly 10% of those back completed. This means that 0.8% of all customers that contacted the CSC during August gave us feedback on the support levels.

It’s important for us to highlight these figures to allow the results shown to be taken in context.

Right, on we go with the graphs.

Nature of Call

First up this month is the Nature of Call graph, this simply shows the types of calls we are receiving into the CSC over the course of a month. The graph shows an increase in technical calls and sales calls but a reduction in faults and billing questions.

Call Wait Time

It doesn’t matter what you are calling about, you want the phone answered quickly all the time. The Call Wait Time graph shows that the more of you are having to wait 5 minutes or more compared to previous months. This has increased for a couple of months now and we are working hard to stop this and cut the answer time back down.

Agent Greeting

If you’ve been waiting 5 seconds or 5 minutes the first thing you hear when we answer the phone is the greeting from the CSC agent, often this can set the tone for the whole call. A very high number of you are satisfied or higher with the greeting you receive when you call us, with the positives outweighing the negatives by a large amount once again.

DPA Check

Are you who you say you are? Well that’s our job to find out at the start of the call. This graph is showing continued improvement month to month on this, with less than 1.4% stating that they didn’t have a DPA (data protection) check.

Agent Approach

When you call up you want to speak to someone that understands your level of technical ability and adapts their approach to match. Over 91% of you were happy that the agent dealing with your call adapted their approach to your level of ability.

Agent Confidence

If we are confident in the answers we are giving you, then you’ll be more confident that we are giving you the correct information. The figures for this have been consistently high and we’ll be making sure they stay there.

Overall Service

So how did we perform? On the whole you can see the results are in the positive, however this doesn’t mean that we are sitting back and resting. A number of areas of improvement have been identified and will be pushed. Hopefully we’ll be reporting even better results next month.

Overall Service Trend

Following the trend graph from previous months, here is the updated version showing the customer satisfaction and dissatisfaction figures for the month.

As always, thanks for reading and I’ll be back soon with more results.

Chris.

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This entry was posted by Chris Parr on Friday, September 19th, 2008 at 9:14 am and is tagged with Customer Support, satisfaction, Survey and is posted in the category Customer Services. 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.