Many thanks to all our customers that took part in our October customer survey. The results from the survey are summarised below.
We are conscious of trying to improve the answer times, as we know how frustrating it can be waiting to get a call answered. The Service Desk continues to try and reduce call volumes, which in turn allows us to answer the calls quicker.
A concern to us is the reduction in satisfaction with the Knowledge of our staff, which our score has noticeably reduced in the last 3 surveys. We will be discussing this target within our own internal Service Improvement group to ensure we reverse this trend in coming surveys.
We also noticed a reduction in the satisfaction with the time to log a call. We have made significant improvements in this area over the past 18 months, targeting an average call time of 7 minutes 30 seconds. Having said this we are aware on occasions calls can go significantly over that, and we need to look at ways of improving and reducing the length of the longer calls.
Our first time fix rates are an area we are starting to look into much deeper, and we are looking to achieve significant improvements in this area going forward.