As you probably are aware, over the past few months our focus has been to improve the customer support experience.
We’ve started using Zendesk a fully fledged ticketing system that replaces our previous Portal system and we now have some statistics to share with you.
In the month of April, we received 615 unique tickets, meaning we had 615 separate incident requests.
Our Average First Response Time Statistics:
67% 0 – 1 hr
29% 1 – 8 hr
3% 8 – 24 hr
1% 24 + hrs
This shows we have a bit of work to do to reduce the response times for the 8 hours and above but we have beaten by a huge margin the IT Services and Consultancy benchmark average first response time which is 25 hours (something that would prompt a reprimand in our support team).
We have now enabled Customer Satisfaction reviews of ticket resolution. This directly affects our Support Staff appraisal so we ask you to be fair when rating tickets handled by them. We hope to share these results later on!