topic Re: Quality of Service Page replacement in Plusnet Feedback

Quality of Service Page replacement

Anonymous — Thu, 16 Mar 2017 10:33:12 GMT

In reference to this: https://community.plus.net/t5/Latest-Plusnet-News/New-Quality-of-Service-Page/m-p/1423562#U1423562

Call me cynical but I can’t help but think that the post by @LouisaMartin has nothing to do with being straightforward and honest. If any this is nothing but fluff as posting the data after the fact is no where as useful as the active page you are replacing.

It may be the the reason few people visit the page is down to the fact that they do not know it exists. This information should be much more prominent on the site, but we all know regardless of what is said in feedback this is going to happen regardless.

Re: Quality of Service Page replacement

Oldjim — Thu, 16 Mar 2017 10:36:35 GMT

as the page being removed is the one I use when I want to check waiting times I am extremely miffed at you removing it

Re: Quality of Service Page replacement

SpendLessTime — Thu, 16 Mar 2017 11:02:48 GMT

With zero details given as to what the replacement is and what it will really display then I'm firmly in the cynic camp too.

I wonder why there were no screenshots of the replacement as Plusnet obviously know what the new page will look like? More cynicism unfortunately.

Re: Quality of Service Page replacement

rongtw — Thu, 16 Mar 2017 11:14:26 GMT

The page will be updated each quarter and show information and stats for the previous quarter ????

is that quarter hour ? or every 3 months ?

Why are Plusnet scared of of posting updates daily

Re: Quality of Service Page replacement

Anonymous — Thu, 16 Mar 2017 11:22:48 GMT

That's every 3 months @rongtw, simply because if they are live you can get a true reflection on the state of play and when it's old it's irrelevant and dare I say easier to massage the figures.

Re: Quality of Service Page replacement

jelv — Thu, 16 Mar 2017 11:43:31 GMT

I'm sure they will be honest and look forward to seeing data on one of the key performance parameters: how many calls to support are not answered because the caller gives up.

Re: Quality of Service Page replacement

LouisaMartin — Thu, 16 Mar 2017 11:48:19 GMT

I'm seeing what we can do from a screenshot perspective for you. The staging environment has dummy data in it and I would need to get it signed off, for this to be shown pre go live.

Re: Quality of Service Page replacement

alanf — Thu, 16 Mar 2017 16:48:48 GMT

The most useful piece of information on the current page was Longest Call Waiting Now which is no longer being shown for Residential Customers. Other information will not be a great loss.

Average Wait Today is not very useful. Including off-peak periods flatters the stats. Is this measuring the time between joining the queue and the call being answered or between joining the queue and leaving it for any reason? The latter case would include callers who hang up after several minutes without having their call answered and therefore flatter the figures.

Calls Waiting is only useful if one knows how many agents are answering calls. 60 calls waiting 15 people handling better than 10 calls waiting one person handling.

The current chart shows calls handled after 22:00 (when the lines close) including at least one around midnight. I therefore wonder what exactly is being measured.

It is not possible to comment on the new stats as we don't know what they will show but I think we can be sure that only the least embarrassing ones will be included.

Re: Quality of Service Page replacement

LouisaMartin — Thu, 16 Mar 2017 12:00:27 GMT

The replacement will include:

No. of customer experiencing total loss of service - the percentage of customers who over a 3 month period have reported that they can’t use their voice or broadband service, for which we have raised a fault to our supplier.

Fault duration - the average duration between when we raised a fault to our supplier (BT Wholesale or Openreach) to when the supplier told us the fault was cleared. (sometimes including an engineer visit). The customer’s actual downtime may have been less than this.

Provision duration – this is the average of all our new provision journeys, but excludes fibre upgrades. For direct debit only customers this duration includes time while we are waiting for direct debits to clear.

Successful appointments – this is the percentage of provision and repair appointments that were successfully fulfilled. Reasons for not being fulfilled could either be because the engineer did not arrive or the customer was not present.

Average time to answer – our call wait time across all departments.

Thanks Louisa

Re: Quality of Service Page replacement

Oldjim — Thu, 16 Mar 2017 12:05:39 GMT

Average Time to answer - is this the average over a 3 month period

If so this is a total waste of space

Re: Quality of Service Page replacement

Anonymous — Thu, 16 Mar 2017 12:16:53 GMT

@LouisaMartin - What is the time horizon for these averages? Is it as @Oldjim suggest at 3 months!

Re: Quality of Service Page replacement

alanf — Thu, 16 Mar 2017 12:20:00 GMT

Most of the new stats will not measure Plusnet's performance as it will be able to blame "our supplier" at least in part.

As I and others have previously mentioned knowing that the average response was good is of no comfort if when a customer calls they have to wait an hour for an answer. Longest Call Wait would be far more meaningful and that performance figure could not be attributed to "our suppliers".

Re: Quality of Service Page replacement

LouisaMartin — Thu, 16 Mar 2017 12:32:55 GMT

Guys

I completely take onboard your comments around this and Liam and I will take them away and feed straight back into the Business Improvements team on this page. We believe the new page gives a broad update of information for both current and prospective customers.

We're removing the current call stats page as the call data it pulls through simply isn't reliable, with it pulling through many times incorrect data, as well as the feed failing altogether and showing no wait times! The page isn't sustainable as it stands today.

We will now review the live call data we're able to provide and push this through to the relevant area, where is it can easily be seen and found i.e. Contact Us page etc. Once we have an understanding of this, we'll obviously share with you.

Ta

Re: Quality of Service Page replacement

LouisaMartin — Thu, 16 Mar 2017 12:34:34 GMT

It is as @Oldjim suggested, 3 monthly yes @Anonymous

Re: Quality of Service Page replacement

Anonymous — Thu, 16 Mar 2017 12:41:25 GMT

@Anonymous wrote:

... and dare I say easier to massage the figures.

Thanks @LouisaMartin, but what a complete waste of time this will skew the averages to a point that they are meaningless.

Re: Quality of Service Page replacement

Oldjim — Thu, 16 Mar 2017 12:49:51 GMT

In fact for existing customers the whole new page will be a total waste of space

Re: Quality of Service Page replacement

jab1 — Thu, 16 Mar 2017 13:17:30 GMT

@Oldjim - I'd forgotten it even existed, but then I seem to be one of the lucky ones. I have only needed PN advice a couple of times in the past 12-15 months, and just put the phone on speaker whilst waiting for a response.

Re: Quality of Service Page replacement

SpendLessTime — Thu, 16 Mar 2017 13:26:34 GMT

So 4 out of the 5 are measuring Openreach performance. And 1 is a 3 monthly call centre numbers rounded up.

So ZERO measurement of Plusnet's performance of fixing services like

The extremely long running Webmail fiasco
The Hub One upload issue on 40/2
The new network packet loss

Just to name 3 long running and serious performance issues which would never be logged on the customer statistics because they are all in-house. And I'm sure others could add to this list without thinking too hard.

Re: Quality of Service Page replacement

LouisaMartin — Thu, 16 Mar 2017 13:42:09 GMT

@Oldjim if you check the current page now, you'll see part of it is down again and Longest call waiting now - Currently unavailable. This happens on a regular basis and the time taken to investigate why it's down and get it back working again simply isn't acceptable or workable for us moving forward. We need a resolution that is robust and fit for purpose.

Also, much of the data on this page is manual and only gets updated every 3 months.

We need a solution that is fit for purpose for everyone and the new Quality of Service page, where we have reliable, factual information, is the first phase in doing this.

Louisa

Re: Quality of Service Page replacement

Oldjim — Thu, 16 Mar 2017 13:52:55 GMT

Longest call waiting for Residential Customers was removed for whatever reason a long time ago even though it is still there for Business Customers

Regarding the 3 months bit and manual updates - what is only updated manually every 3 months - if you are referring to Closure Times which were last updated a week ago that isn't what we are complaining about losing

It is this

For information this is the link to the page I am talking about http://portal.plus.net/supportpages.html?a=212