Key Performance Indicators
Key Performance Indicators
|
Month |
Phone Requests |
Avg. Phone Delay in Seconds |
New Requests | Completed Requests |
|
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 |
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