Over the last 28 days, our customer satisfaction score was: 94.74%
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 25.68%
Supporting you, day and night realtime customer support statistics
There are no inbound calls in progress on our sales and support lines as of 8:21pm today (Saturday)
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 00:00:05.
Customer support response times for requests via email and Client Connect
Over the last seven days our average response time to helpdesk requests was: 10 hours and 37 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.
Due to the nature of the queries we receive we find that tracking the first-response time is a more accurate representation of how responsive we are to the needs of our customers as in some instances support cases can be used for web development project communications where a case could be open for days or weeks.
There are 10 open support requests (cases) in our helpdesk and 1 support request pending closure
Helpdesk cases opened by month for the past 6 months
Below you can view the number of helpdesk cases opened by month for the past 6 months (including the number so far for September).
Cases opened by month over the past six months