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, and also provide a feedback mechanism on the performance of individual agents.
9627 surveys have been submitted (via email) to PlusNet customers that have called the CSC. 1.6% of the surveys were completed which represents a sample size of 0.5% of all customers that have had telephone contact with a CSC agent in the month of July.
It is important to highlight these statistics in order to allow the data presented within this report to be taken in context. Although the results gathered from the survey are a random sample of customers that have spoken to a CSC agent, the results do represent a very small sample of the total calls handled within the CSC during the month.
The graphs below represent a selection of the questions asked to the customers to demonstrate the differing types of feedback we receive each month.
The first graph is to show the different types of queries we receive into the CSC. As you can see technical calls are the main category these fall into, however in June and July we receive a jump in the faults calls in. This is very likely due to the poor weather causing an increase in connection problems.
Nature Of Call
The next graph is to show the call answer speed in the support centre. Due to the increased amount of faults calls, which tend to take longer than a generic email or sales query, this figure has slipped.
As you can see there has been a marked increase in the number of calls taking over 10 minutes to answer. We have increased the number of agents on the phones to try to rectify this and are still recruiting for more CSC staff in order to continue to drive this back down. When there is an extended wait time there should be a message placed on the telephone menu system to advise customers of this, as you can see the number of customers saying this message was present has increased, however there are still too many saying 'no'. We need to make sure that this message is as clear as possible.
Extended Wait Times
When a customer calls through regarding an account query, we have to verify that they are who they say. In order to do this we perform varying data protection checks; this is usually in the form of password confirmation.
Data Protection Checks
From the graph it can be seen that over 90% of customers each month state that a DPA check is taking place, the remaining percentage could be for a number of reasons. The customers may not be realising that asking for the last 2 letters on a password is a data protection check. Training is continuous in the CSC to ensure that every customer that has an account specific query is asked a DPA question.
The percentage of customers happy with the resolution offered by the agent on a call is at 70.7% this month, this is an improvement on 70.1% last month. We can and will continue to improve this figure by continued training and peer review of agents skill levels.
Resolving issues as early as possible is one of the areas we regularly assess and try to improve, we are aiming to get each ticket or call resolved on the first touch whereever possible. The graph shows that 60.5% of customers queries are resolved on the first call in. This has previously been up to 73.4% in May but has dropped recently due to the increase in fault calls which tend to take longer to resolve due to the very nature of them. When a fault ticket is raised we try to contact the customer whenever we have further information via SMS or telephone call so they do not need to call back in.
Resolved First Call
As can be seen from the graph, the percentage of customers ranging from fairly-extremely satisfied has remained above 70% again. This has dropped by around 3% from the previous month but is still consistently high. The focus in the CSC remains on first time fix, quality of responses and call resolution.
I hope this blog has given a good account of how we take on board feedback, I look forward to showing you all the improvements next month.