iQuda December 2017 Service KPIs

Due to the festive period, December was a quieter month for the service desk. The total number of reactive requests we processed last month fall dramatically from 1954 in November to 1373. The team improved on their SLA resolution rate and same-day resolution rate, while our average customer satisfaction rating fell slightly from 94.24% to 92.37%. December was still a great month overall, so well done team and keep up the good work.

  • 92.37% Customer Satisfaction
  • SLA Resolution Met 98.58%
  • 1373 Reactive Tickets Closed
  • 76% Same-Day Resolution
  • 6 Second Average Call Wait Time

Month to Month Performance

Our service KPIs for November were as follows:

  • 94.24% Customer Satisfaction
  • SLA Resolution Met 97.62%
  • 1954 Reactive Tickets Closed
  • 73% Same-Day Resolution
  • 6 Second Average Call Wait

Everyone month the team is tasked with improving on the previous month’s statistics. This forms part of our continual improvement objectives which are central to our ethos at iQuda.

Despite month to month fluctuations the team is doing very well. We are delighted to see that performance was consistent throughout 2017, and way up on 2016 overall. Our average call wait time is particularly impressive at a rolling average of 6 seconds. In November 2016 this figure was 25 seconds.

Michele, our new Service Administrator is now fully operational. She is focused on streamlining support and resource allocation, which should help us improve further. Michele is the latest addition to the iQuda team which has grown rapidly in 2017. In 2018 further staff will join the expanding team.

Other Updates

Despite a quieter month for the service desk, everyone was still busy in the office. We held a number of events throughout December, including a Christmas Jumper Day where we raised money for St Luke’s Hospice. We also hosted a bake-off in aid of South Bucks Hospice, where the team raised over £100 to help fund their amazing work. In January, we will also be hosting a charity collection drive for a chosen charity.


Christmas Party

Our annual Christmas party also took place as usual, and Garth and Martin received the prizes for Staff Member of the Year and Runner-Up.

Office Updates

The office was also given a bit of an update over December. New carpets are now installed throughout the building and the team got a new pool table as a Christmas gift. We also installed an additional server room within our office to facilitate our future expansion plans.


As we start 2018 we’d like to wish you a very Happy New Year. We’re excited to share our latest news with you throughout the year. Please follow us on Twitter, Facebook and LinkedIn or subscribe to our newsletter to stay in touch.