As part of our commitment to improve the customer experience, we review our internal and customer facing processes, and adapt them based on changes in the products, external processes and customer feedback. As part of the review, we survey customers at the conclusion of their fault, looking at the key parts of the process, utilizing the result as a key indicator of our progress.
The purpose of the Customer Feedback Survey is to facilitate a better understanding of what our customers think of the service they receive from the Customer Support Centre (CSC).
Customer feedback will be utilised to identify areas for improvement within the department, it also provides a feedback mechanism on the performance of individual agents.
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
A new format presentation this month, just for a change! This month I’ve pulled a number of statistics from different areas.
Most importantly, and as previously published, are our Customer Feedback Survey results. Specifically the “Overall Satisfaction”, which this month showed that 63.3% of customers surveyed responded with “Very” or “Extremely Satisfied”. This shows an ongoing upward trend.
A new format presentation this month, just for a change! This month I’ve pulled a number of statistics from different areas.
Most importantly, and as previously published, are our Customer Feedback Survey results. Specifically the “Overall Satisfaction”, which this month showed that 63.3% of customers surveyed responded with “Very” or “Extremely Satisfied”. This shows an ongoing upward trend.
The Customer Feedback Survey is sent to 1 in 3 identified callers to our Support Centre. This is where our telephone system can identify the customer from the CLI they are calling from.
A new stat this month, and one that we watch very closely indeed, is the number of Ofcom complaints recorded for us. These can be from both customers, or non-customers, and you can see a steady decline over the last 6 months or so. Though we would prefer for this figure to be closer to 0, we’re still in a pretty good position with this regard as far as industry standards go. Being realistic, this is a figure we can at least be fairly happy with.
You can download the Presso in full from here.
More next month. Oh – and watch this space for “Rate My Service”. Enjoy!
Following on from Keith’s May update on the Logged Faults Process, we have pressed forward and continued to drive this process and its success.
Having already seen a significant drop in repeat reports from an average of 21% to 15%, we continue to push and currently sits just below 13%.
The new process has not just enabled us to drive quality to our customers, BT Wholesale have also ranked us very favorably on our quality of the faults process against other BT Wholesale customers.
We hope to soon announce further changes to the process as we review the first set of results from the our faults survey, which a number of customers receive when their fault is resolved.
It looks at various items such as the support systems the customers have access to and how they rank them, through to how we handle the fault itself and what the customer feels we should improve on.
Every month, we send a Customer Satisfaction Survey to a selection of customers who have contacted the Customer Support Centre. This enables us to guage how we are performing and allows us to identify areas where we can improve the customer experience of dealing with our support teams.
The results of our Customer Satisfaction Survey for March 2007 are now out!
To download the Powerpoint Presentation :-
Click Here (400KB, PPT)
(if you can’t open this, get the viewer here!)
On Wednesday, Carol Axe, Head of CSC made available a presentation with the results of December’s Customer Support Quality Feedback Survey on the PlusNet Usergroup website.
This survey is sent to a proportion of customers who generated inbound contacts to our CSC in December last year.
You can view the results here. As you can see, in the last few months we have made a lot of progress in the Support Centre and we’re continuing to make improvements going forwards. Please do let us know if you have any feedback – as ever.
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