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Customer Satisfaction: Results from March 2008

Customer Satisfaction: Results from March 2008

Customer Satisfaction: Results from March 2008

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. 8194 surveys have been submitted (via email) to PlusNet customers that have called the CSC. 2.9% of the surveys were completed which represents a sample size of 0.6% of all customers that have had telephone contact with a CSC agent last month. 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 shows the type of queries our support team deal with on a daily basis. As normal the most common type of call are regarding technical queries or fault updates. This month has seen a significant increase in the number of sales calls coming in, which is obviously good news.   The wait time is shown in detail on the next graph. The number of customers waiting more than 10 minutes for their call to be answered has decreased by 50% from last month. The majority of customers are still having their call answered in under 3 minutes, with over 85% having their call answered in under 5 minutes.   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. Last month this figure had increased to 93% from 91% the previous month, I'm happy to say that this has again increased up to 94.5%.   If you have a problem with your connection or services you want the person helping you to understand the frustration this can cause. This is why we encourage our agents to empathise with customers on the phone. This has also shown an increase for the second month in a row, up from 70% to 75% and now to 77%.   It’s equally important that our agents know what they are talking about and are confident in doing so. For the second month in a row the amount of customers stating the agent was extremely or very satisfied was 80%.   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. The QoS and training in the CSC is paying off, as the amount of customers rating the agent’s performance as very or extremely satisfied has increased by from 71% two months ago up to 77.5% now.   Now comes one of the most important graphs on the survey, the overall satisfaction level. Last month you may remember that this was a new high of 67.1%, well I'm delighted to announce that this month we've not only hit a new record high for satisfaction of 72.5%, but also a new low for dissatisfaction of 5.9%.   I hope you enjoyed reading this and I look forward to next months survey. Chris.

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