Customer satisfaction

Over the last 28 days, our customer satisfaction score was: 100%

How we measure customer satisfaction

We ask everyone we talk to through a helpdesk request (case) to rate their satisfaction with the response they received from us as “excellent”, “satisfactory” or “unsatisfactory”. We do this via email, after the ticket is considered resolved.

A case is created for every email, Client Connect, and phone call we handle that are linked to a customer. This allows our team to manage requests from creation to completion.

The satisfaction score is the percentage of tickets rated “excellent” or “satisfactory” (excluding unrated tickets).

The response rate over the last 28 days was 6.1%

There are no inbound calls in progress  on our sales and support lines as of 6:14pm today (Friday)

We've answered 100% of calls on our sales and support lines today.

Today's average waiting time when you call us is 00:00:05. The maximum waiting time today is 00:00:06.

Customer support response times for requests via email and Client Connect

Over the last seven days our average response time to helpdesk requests was: 5 hours and 10 minutes

We track the time it takes us to reply in full to helpdesk requests (cases) that are created when you send us an email, raise a query via Client Connect, or contact us by phone.

There are 16 open support requests (cases) in our helpdesk and 4 support request pending closure

Cases opened by month over the past six months