Quarter 3: May 1st – July 30th 2023
As part of our commitment to excellent service and upholding our Customer Promise, we are pleased to share with you our quarterly report on our level of customer service to you.
Response Times:
- Total number of inbound requests (emails) – 3683
- Average email response time: 4 hours 29 minutes
- Percentage of emails responded to within the same day: 99%
Call Answer Performance:
- Number of inbound calls answered within 5 rings – 1882
- Percentage of calls answered within 5 rings: 98%
- Hours speaking to customers 150 hours (21 working days)
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Missed calls – 4
Quarter 4 – August 1st Oct 0ct 31st 2023
Response Times:
• Total number of inbound requests – 4214
• Average email response time: 5 hours 40 minutes
Call Answer Performance:
• Number of inbound calls answered within 5 rings –2390
• Percentage of calls answered within 5 rings: 98%
• Hours speaking to customers 191 hours (24 working days)
• Missed calls – 18
Comparison to Quarter 3
As we transition from Quarter 3 to Quarter 4, we’ve observed a notable 14.4% surge in the volume of inbound requests, which signals our expanding reach and customer engagement. However, with this uptick comes the reality of a 26.4% increase in our average email response time, now standing at 5 hours and 40 minutes.
Maintaining our commitment to exceptional service, we’ve sustained a steady 98% of calls answered within the anticipated 5-ring threshold, which is commendable given the 27.0% increase in the number of calls handled efficiently.
In conversations with our customers, we’ve invested 27.3% more hours, underscoring our dedication to thorough and helpful interactions. This is reflected in the 24 working days spent on calls, up from 21 in the previous quarter.
