Support Ticket Ratings
Service
Keywords: customer | service | support | ticket | question | ratings | rate
Summary: See how our customers are rating the quality of our online support.
When a support Question (also known as a Ticket) is closed, every customer has the opportunity to rate the support that they have received.
The table below shows results for the last 12 weeks:
| Date Range |
Number of
Tickets rated |
Ticket Rating |
| Satisfactory |
Undecided |
Disappointed |
Disappointed
(With reason) |
| 02/06/08 - 08/06/08 |
605 |
433 |
71.57% |
105 |
17.36% |
50 |
8.26% |
17 |
2.81% |
| 09/06/08 - 15/06/08 |
887 |
634 |
71.48% |
161 |
18.15% |
75 |
8.46% |
17 |
1.92% |
| 16/06/08 - 22/06/08 |
864 |
607 |
70.25% |
157 |
18.17% |
77 |
8.91% |
23 |
2.66% |
| 23/06/08 - 29/06/08 |
834 |
626 |
75.06% |
140 |
16.79% |
48 |
5.76% |
20 |
2.4% |
| 30/06/08 - 06/07/08 |
804 |
549 |
68.28% |
164 |
20.4% |
64 |
7.96% |
27 |
3.36% |
| 07/07/08 - 13/07/08 |
847 |
616 |
72.73% |
158 |
18.65% |
50 |
5.9% |
23 |
2.72% |
| 14/07/08 - 20/07/08 |
781 |
553 |
70.81% |
129 |
16.52% |
78 |
9.99% |
21 |
2.69% |
| 21/07/08 - 27/07/08 |
800 |
586 |
73.25% |
134 |
16.75% |
58 |
7.25% |
22 |
2.75% |
| 28/07/08 - 03/08/08 |
774 |
555 |
71.71% |
131 |
16.93% |
61 |
7.88% |
27 |
3.49% |
| 04/08/08 - 10/08/08 |
891 |
689 |
77.33% |
143 |
16.05% |
50 |
5.61% |
9 |
1.01% |
| 11/08/08 - 17/08/08 |
861 |
644 |
74.8% |
155 |
18% |
55 |
6.39% |
7 |
0.81% |
| 18/08/08 - 24/08/08 |
669 |
490 |
73.24% |
128 |
19.13% |
44 |
6.58% |
7 |
1.05% |
Explanation of Ticket ratings:
| Reason |
Details |
| Satisfactory |
A customer has closed their support request and is happy with the response given. |
| Undecided |
A customer has closed their support request and is indifferent to the response given. |
| Disappointed |
A customer has closed their support request and was not happy with the answer. However, the request was looked at by a Customer Service Team Manager who is satisfied that the responses given were as helpful as possible. For instance, a customer may not be happy with the 30 day notice period required to terminate their broadband contract, but the answer is technically correct. |
| Disappointed (With Reason) |
A customer has closed their support request and wasn't happy with the answer. A Customer Service Team Manager has looked into the requested and has confirmed that the Support Team could have done more to assist. |
The following graph shows the percentage ratings for each category for the same time period:
This page last updated 29th August 2008
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