We logged exactly 250 calls in April from our customers and resolved 92% on time (ie within the customer-set timescale).
That's not bad but of the high priority ones our hit rate was "only" 84% - much lower than in previous months.
In part, this is because some of the issues logged this month have been very demanding to solve and customers' expectations are very high.
Kim, Elaine & I will be working hard in May to see if we can get the resolution % back up to 95%+.
Great customer feedback x 3!
Three emails just arrived one after the other - and each put a smile on our faces and a spring in our step! Feedback #1... "We smashed our audit! Thank you so much for your help" from a new customer where we have been providing Alpha Five support and mentoring to help them to develop an Intranet quality & audit system Feedback #2... "hi Tom. It looks fantastic! Very well done" from a client reviewing the latest changes to a web data analysis system we have written using Alpha Anywhere , SQL Server and JavaScript Feedback #3... " The launch of Alpha Tracker here is going really well ... thank you so much" from an asbestos consultancy feeling the benefits of their Alpha Tracker asbestos software installation. We really appreciate it when customers take the time to send us feedback like this - it makes the hard work seem worthwhile!
Comments
Post a Comment