Delivering on our promises
Below are just a few of the Key Performance Indicators we use to monitor our IT support services.
We can report on pretty much any aspect of our service and provide clients with detailed reporting to confirm that we are keeping our promises, delivering excellent service and value for money.
Average Waiting Time
This is how long the average waiting time is when you telephone us. The lower the better.
It’s how long you wait to speak to a real person who is experienced enough to begin resolving the issue you’re calling about – not how long before you get a recorded message thanking you for calling but telling you how busy we are or asking you to work your way through a menu system. We like to be honest and transparent about any performance claims we make.
Reactive Tickets Closed
This is the number of requests we handled last month. These may be about system changes or fixing a problem. The number we get depends on you. Requests come in via email, telephone, Service Hub (web, desktop and app) or in person. You get in touch and we get to work. We scale with the demand.
We include this KPI to give you an idea of the workload we have. High KPIs are easy when there isn’t much to do. We want to assure you that we have the resources and skills needed to achieve great performance even when we’re really busy.
Same Day Fix (Calls)
This is the percentage of all support issues and requests that you raised by telephone, that are completed on the same day as you raised them. Obviously, this isn’t always possible; for example sometimes parts need to be obtained.
Once more, the higher this number, the better. It shows that experienced people with strong technical knowledge are in control of your support request and that any delays are kept to a minimum.
Same Day Fix (All Sources)
This is similar to the Same Day Fix (Calls) but includes requests that are raised by other methods (e.g. email, Service Hub) and very low priority requests.
Requests that you’ve helped identify as low priority are still important to us, and we always do what we can to ensure that they are fulfilled on the same day.
Overall SLAs Met
This is a very generic overview of how we score (on average) when it comes to keeping our promises about how long we take to get back to you, start fixing the issue, and resolving it. The higher the number the better.
We have all sorts of service Level agreements depending on the priority of your request and what it concerns. We make these promises to all our clients, based on your requirements, when you come on board. You’ll get reports tailored for you that show how we’re meeting targets.
Bear in mind that not everything is within our control – we have to wait for people to get back to us with information or approval sometimes. But we have not failed to stay within agreed targets to date.
This reports our average monthly score in our simple 1 click post support case satisfaction surveys which are delivered on completion of each case we close.
Clients are asked to rate how they feel about their most recent support experience simply by clicking on a graphic that best represents their views – good, neutral or bad. They can also add comments about the performance and handling of their issue. This is completely voluntary and clients may opt out if desired.
We read all comments received, good and bad, with a view of continual improvement. Our client’s comments are very valuable to us. We have a higher than average response rate of over 15% compared to the industry standard of 5%.