iQuda Service KPIs January 2018

2018 is off to a roaring start! The team started the year as we mean to go on, ending the month on strong KPIs, Our customer satisfaction rating was notably strong at 99% for the month. Since we first began measuring this metric it hasn’t dropped below 90%. Well done team – it was a busy month but you did us proud.

January 2018 Service KPIs

  • 99% Customer Satisfaction Rating
  • 97.68 SLA Resolution Met
  • 1507 Reactive Tickets Closed
  • 70% Same-Day Resolution
  • 7 Second Average Call Wait

Our statistics in December 2017

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

January was an incredibly busy month at iQuda. Everything was full steam ahead after the festive period with lots to sort out after Christmas. The total number of reactive tickets we closed was up by 10% versus December 2017, but the team still managed to go the extra mile for our clients. Our same day resolution rate, unfortunately, fell 6% from 76% to 70%, however, we managed to keep our SLA Resolution Rate above 97%.  Despite this drop and a one second increase in our call wait time, we managed to close the month on a 99% customer satisfaction rating.

In February the team is being tasked with improving our same-day resolution rate, reducing the volume of tickets received and ensuring our customer satisfaction rating stays high. Stay tuned to see how we do this month.

Other News

This week we welcomed Ali Shah to our growing team. Ali will be working on the service desk as a junior engineer resolving Level 1 issues and responding to customer inquiries. He is the latest person to join the team which has rapidly expanded since 2017.

In February we made it through to the finals for the biz4Biz Awards, where we are in the running for “Business of the Year” and “Best Technology Service Provider”. The winner will be announced on Friday 2nd February at the Awards Gala Night in Welwyn Garden City. We want to say a massive thank you to everyone who voted for us to win – we hope we do you proud on the night! Read more.

Stay tuned for next months statistics. Our service KPIs are published one month in arrears on our homepage, our blog and in our company newsletter. Subscribe to receive these stats straight to your inbox. Our newsletter also contains useful tips, articles and company updates – our subscribers are always the first to know.