Our Customer Satisfaction score dropped a little to 90% for November, but was on the rise again for December, finishing at 91%. We measure this by asking customers who contact our support team if they are satisfied with our response. Over 10% of customers respond.
Our call wait time for call answering during December was 39.5 Seconds and the average response time to email & web tickets stands at 3.9 Hours.
In response to feedback our inbound telephone options now have less initial announcements before the call is processed and the IVR menu options on the support line also provide a route through to our sales team.