Key Performance Indicators

Key Performance Indicators


 Key Performance Indicators

Month
 Phone Requests Avg. Phone Delay
in Seconds
New Requests Completed Requests
 Mar 13
1455
60
1535
1572
Feb 13
1196
43
1715
1472
Jan 13
2072
79
2010
1758
 Dec 12
557
53
594
695
 Nov 12
961
36
1192
1289
 Oct 12
 998 47
1606
1672
 Sept 12
 1438 60
1661
1720
 Aug 12
 1780  92 2503
2392
July 12
1371
49
1523
1465
June 12
1109
56
1435
1482
May 12
938
53
1453
1307
Apr 12
1209
 56  1524 1570
Mar 12
914
52 1470 1525
Feb 12 1026 56 1472 1417
Jan 12 1830 82 1800 1761
Dec 11 496 55 698 780
Nov 11 1056 53 1348 1374
Oct 11 1516 51 1522 1560
Sept 11  946 52 1815 1885
Aug 11 1685 80 2329 2208
July 11  1303  51 145 1405
June 11  1126  57 1498 1485
May 11  901  40 1267 1284
Apr 11  1186  40 1452 1452
Mar 11  1032  47 1624 1615
Feb 11  1002  43 1625 1661
Jan 11 1478  87 1728 1501
Dec 10 550  43  791  886
Nov 10  1002  35  1147  1258
Oct 10  1216  40  1336  1305
Sept 10  858  49  1757  1356

 

Customer Satisfaction Results

 

Question
FY12
FY11
FY10
FY09
FY08
FY07
FY06
FY05
FY04
FY03
FY02
FY01
FY00
Time taken to respond
9.7 9.7 9.7 9.7 9.8 9.8 9.7 9.7 9.7 9.6 9.6
9.6
9.7
Time Taken to Resolve
9.7
9.7
9.5
9.7
9.8
9.9
9.8
9.7
9.8
9.7
9.7
9.8
9.7
Courtesy of Support Person
9.8
9.8
9.8
9.9
9.9
9.9
9.9
9.9
9.9
9.9
9.9
9.9
9.8
Technical Knowledge of Support Person
9.8
9.8
9.8
9.9
9.9
9.9
9.9
9.9
9.9
9.8
9.8
9.9
9.8
Technical Support Overall
9.7
9.8
9.8
9.7
9.9
9.9
9.9
9.8
9.8
9.8
9.8
9.8
9.7
Professionalism of the technician that took the call
9.8
9.8
9.8
9.7
9.8
9.9
9.8
9.8
9.8
9.8
9.9
9.8
9.8
Surveys Returned 3531