Plusnet's Quality of Service

[#1]

I'm very happy to read about the Plusnet Quality of Service and the reports https://www.plus.net/help/quality-of-service/?_ga=2.158496953.2019834623.1596894640-935552084.155916...

However, I have to ask, are you mesuring the right things and are the service level agreements challenging enough?

[#2]

To quote Churchill: "Statistics are like a drunk with a lamp post, they are used more for support than illuminatiom".

[#3]

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@Leapy wrote:

I'm very happy to read about the Plusnet Quality of Service and the reports https://www.plus.net/help/quality-of-service/?_ga=2.158496953.2019834623.1596894640-935552084.155916...

However, I have to ask, are you mesuring the right things and are the service level agreements challenging enough?

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Are the people who waited for a long time then ended the call without speaking to anyone counted or dismissed because they actual did not speak to anyone ?

HD

[#4]

Maybe the automatic system that tells you how important your call is then puts you in a queue or else tells you to come to this forum counts as answering a call!

[#5]

@Leapy 

If nobody answers the phone does the call exist?

[#6]

That's my point. If a call is answered, be it by an answering machine that puts you in a never ending queue, does that count? Also are calls to the new subscriber agents, who answer quickly, counted?