Skip to main content

Our performance

Quarterly Customer Experience Health Card

 

Q3 - 2022/23

Q4 - 2022/23

Positive Customer Experience

January: 60%

February: 67%

March: 60%

Average Overall: 62%

First Contact Resolution

59% of customers believed we resolved the issue at the first contact

 

Communication

60% of customers believed we communicated updates and the outcome with them

 

Ease of Use

57% of customers believed it was easy to raise their matter with us

 

Positive Customer Experience

April: 70%

May: 79%

June: 84%

Average Overall: 78%

First Contact Resolution

78% of customers believed we resolved the issue at the first contact

 

Communication

80% of customers believed we communicated updates and the outcome with them

 

Ease of Use

77% of customers believed it was easy to raise their matter with us

 

Customer Tickets Logged

January: 11,055

February: 12,286

March: 12,062

Total Tickets Logged: 35,403

3,961 Snap Send Solve requests received

966 requests received via email

 

Customer Tickets Logged

April: 8,550

May: 10,264

June: 7,274

Total Tickets Logged: 26,388

2,843 Snap Send Solve requests received

808 requests received via email

 

Customer Service Calls

42,069 total calls received for the quarter

 

Call Wait Time Averages

January: 2:11

February: 2:12

March: 1:46

Average Overall Call Wait Time: 2:03

 

Customer Service Calls

32,927 total calls received for the quarter

 

Call Wait Time Averages

April: 1:12

May: 1:48

June: 1:02

Average Overall Call Wait Time: 1:21