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. 6688 surveys have been submitted (via email) to PlusNet customers that have called the CSC. 3.1% 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 October. 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 next graph shows the type of queries our support team deal with on a daily basis. As expected most of the calls are regarding technical issues or fault information. 
If you have to call us for help or advice then you would like the call answered as quickly as possible. Over 67% of customers that contacted the customer via telephone thought that their call was answered quickly. 
The wait time is shown in more detail on the next graph, unfortunately the number of customers waiting more than 10 minutes for an answer has increased slightly. This should be helped by the new batch of starters in the CSC that have just completed training. 
Different customers have different knowledge levels, therefore it is important that we adjust our approach to ensure we can help each person as much as possible.As you can see, over 90% of customers thought that the agent dealing with their query adjuested their tone to match their knowledge level. 
The tone of voice and the manner you are spoken to is very important when you call in, as you can see over 90% of customers were fairly satisfied or above with this. 
It's equally important that our agents know what they are talking about and are confident in doing so. Again well over 80% of customers were fairly satisfied or above with the agent's level of confidence. 
We ask customer to rate the overall performance of the agent they spoke to, on the whole this is very high but there is always room for improvement. We now have a dedicated QoS (Quality of Service) and training agent for the CSC, so this should continue to improve over the coming months. 
We like to try to resolve customers issues on the first call or ticket. We have improved this from 65% last month up to 67% this month and hope to keep this climbing in future. 
Now we come to the rating for the overall service from the CSC. Unfortunately this month the overall figure has dropped slightly from around 65% to just under 60%, we're all working hard to get this back up and onward to new highs. At the other end of the graph the number of customers unsatisfied with the service has reduced too, with more customers choosing the middle options on this question. 
I hope you enjoyed reading this and I look forward to next months survey. Chris.
Customer Satisfaction: Results from January 2008