Deskside Support Service Metrics (updated quarterly)
NB: Each ticket may contain multiple tasks
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 93%.
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.