Service Metrics

• Tickets Resolved by the Deskside Services Team by Service Product

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Total Tickets Resolved: 4,388

NB: Each ticket may contain multiple tasks

• Deskside Resolved 'Tickets' by Call Type

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Performance Metrics

• Monthly average time to resolve 'tickets'

   

  *On average Users can expect their call to be resolved within 2 working days (i.e. 16 hours). Excludes calls relating to Workarea Service.

• Monthly resolution against Service Level Target

  

  *SLT relates to standard priority (P3) calls which are expected to be resolved within 4 working days. Over the current period, resolution average for P3 calls resolved by Deskside team within 4 working days is 94%.

Customer Feedback for Calls Resolved by Deskside Services

The survey response method used is the Net Promoter Score(NPS) which is an industry standard that calculates a score between -100 and +100 based on customer survey responses. Customers respond on a 0-to-10 point rating scale and are categorized as follows: Promoters (score 9-10), Passives (score 7-8) and Detractors (score 0-6).The service NPS score is calculated by taking the percentage of customer survey responses that are Promoters and subtracting the percentage from those that are Detractors.

Click images to go to the relevant chart.

Calls by Service Product

Calls by Type

Avg Time to Resolve

Resolution SLT