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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
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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
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Positive Customer Experience
July: 82%
August: 82%
September: 82%
Average Overall: 82%
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
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Positive Customer Experience
October: 77%
November: 43%
December: 75%
Average Overall: 63%
First Contact Resolution
61% of customers believed we resolved the issue at the first contact
Communication
70% of customers believed we communicated updates and the outcome with them
Ease of Use
65% of customers believed it was easy to raise their matter with us
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Customer Tickets Logged
January: 11,055
February: 12,286
March: 12,062
Total Tickets Logged: 35,403
3,961 Snap Send Solve requests received
3,940 requests received via email
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Customer Tickets Logged
April: 8,550
May: 10,264
June: 7,274
Total Tickets Logged: 26,388
2,843 Snap Send Solve requests received
3,313 requests received via email
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Customer Tickets Logged
July: 8,498
August: 9,413
September: 9,809
Total Tickets Logged: 27,720
2,320 Snap Send Solve requests received
3,833 requests received via email
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Customer Tickets Logged
October: 11,889
November: 11,884
December: 9,473
Total Tickets Logged: 33,246
4,858 Snap Send Solve requests received
3,947 requests received via email
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Customer Service Calls
42,069 total calls received for the quarter
Call Wait Time Averages
January: 2:10
February: 2:11
March: 1:45
Average Overall Call Wait Time: 2:02
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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
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Customer Service Calls
36,302 total calls received for the quarter
Call Wait Time Averages
July: 1:16
August: 1:27
September: 2:28
Average Overall Call Wait Time: 1:44
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Customer Service Calls
39,361 total calls received for the quarter
Call Wait Time Averages
October: 1:30
November: 1:56
December: 1:09
Average Overall Call Wait Time: 1:34
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